Job Description

Position Overview

The Service Technician is responsible for providing quality service visits to customers to inspect, repair, and/or adjust Pella windows and doors in the field. The Service Technician will diagnose product issues in the field, determine and perform the correct resolution, and communicate accordingly with customers and the internal service team. This position is responsible for ensuring all customer service calls are completed in a timely, accurate, and efficient manner while maintaining a customer-focused attitude.

Responsibilities/Accountabilities include but are not limited to:

• Performing and completing service tasks as assigned on Pella products in the field
• Problem solving and diagnosing difficult issues in the field
• Replacing glass in windows or doors, and installing items such as sashes, window shades, blinds, muntin, screens, etc.
• Providing customers with helpful information on the care, operation, and maintenance of their Pella products
• Generating and updating all required service-related documentation following a service visit so that additional service calls can be scheduled (if necessary), and billing or credit can be completed
• Conducting any necessary follow up service work and communication to resolve all assigned service tickets
• Performing job site walk-through and completing necessary documentation, identifying items that need attention or correction prior to project finalization
• Collecting payment from the customer as required
• Identifying and ordering parts for follow up service calls, and coordinating with the internal CSR team as necessary
• Maintaining stock of all necessary parts and equipment on a weekly basis
• Striving to achieve 100% customer satisfaction while making it easy for customers to do business with the company and promoting market share growth; serving as a “customer experience champion”
• Aiding in the training of new Service Technicians, Customer Service Representatives, or other team members as requested
• Maintaining assigned service vehicle and coordinating with leadership and the service team as needed on vehicle maintenance requirements
• Performing any other necessary task assigned by the direct manager/supervisor
• Seeking out continuous improvement opportunities related to service processes
• Meeting company safety requirements by keeping work area neat and clean, following safety precautions, and utilizing required personal protective equipment (i.e., shoes, safety glasses, fall protection, etc.), and reporting any safety issues to the manager
• Must have a valid driver’s license and comply with the company Fleet Safety Policy

Skills/Knowledge:

• Provide superb customer experience
• Complete work in an efficient, timely and accurate manner
• Must be able to work in fast-paced environment with a high sense of urgency
• Ability to independently problem solve and make recommendations for resolutions
• Seek out internal experts and utilizes their knowledge
• Must be committed to following established processes
• Focused on details and follow through
• Proficiency with Microsoft Office and ability to learn internal software programs and applications

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The qualifications, physical demands and work environment characteristics listed below are representative of the knowledge, skill, and/or ability required to successfully perform the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience

Must have High School Diploma or GED and dependable work history. AA or Technical degree, 1-2 year’s field service experience, or general business experience preferred. Prior knowledge of general construction applications and terminology and/or window and door applications or components is preferable. Prior experience with power tools is required (i.e. table saw, circular or miter saw, pneumatic nail gun, power drill, etc.).

Computer Skills

Proficiency with Microsoft® Word, Excel, Outlook, and PowerPoint software applications. Will be expected to develop proficiency in Pella proprietary software (i.e. OSC/OFS, PQM, OMS, etc.).

Communication Skills

Excellent verbal and written English language skills are required as well as good public relations, public speaking, and customer service skills. Ability to read, interpret, understand and explain documents such as sales processes, product specifications, or warranty manuals. Ability to effectively present information to others, gather information from others, and respond appropriately to questions from customers, coworkers, and managers. Must display excellent phone and email etiquette. Must be able to present appropriate attitude for the situation when interacting with customers or coworkers.

Professional Skills

Must be a team player and exhibit a strong desire to learn and promote self-growth. Must be pro-active, self-disciplined, self-motivated, and have a demonstrated ability to follow projects through to completion. Attention to detail is required. Must be able to demonstrate organizational skills, prioritize tasks, and meet deadlines. Must be able to develop trust, respect, and confidence of customers, coworkers and managers. Must present a clean and neat physical appearance. Must be able to investigate issues and resolve conflict in the best interests of the business and our customers.

Mathematical Skills

Ability to subtract two-digit numbers and to multiply and divide with 10s and 100s. Ability to perform calculations using units of money, time, measurement, etc. Ability to calculate figures and amounts such as proportions, percentages, area, length, width, height, and depth. Ability to apply basic concepts of algebra, geometry and general business math.

Physical Demands

While performing the duties of this job, the employee is regularly required to stand; walk; use hands to finger, handle, type or feel; reach with hands and arms; and talk or hear. The employee is occasionally required to sit, stoop, or crouch. The employee must occasionally lift and/or move up to 100 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus. Time commitment required of this position will vary based on business needs.

Work Environment

Work environment with this job includes company warehouse facilities, company service vehicle, and customer job sites or homes. The noise level of this job is typically moderate to loud. Temperature fluctuates with the seasons.

About Pella Corporation

As the #1 most-preferred national window and door brand by homeowners across the country, Pella Corporation leads the industry in innovation and design. Founded in 1925, today the Pella Family of Brands encompasses a robust product offering sold and installed through various channels. We are a growing, privately owned company with 18 manufacturing locations and over 10,000 team members in the U.S. and Canada. Pella is consistently recognized as a great place to work by Newsweek , Forbes and Glassdoor , having most recently been named to America’s Greatest Workplaces for Diversity by Newsweek in 2024, as well as Forbes ' 2024 Best Employers for Women and Best-In-State Employer in Iowa. We have also received numerous accolades for innovation and design, including Fast Company’s Best Workplaces for Innovators in 2024 and Most Innovative Manufacturers for 2022 and 2023.

At Pella, our team cares deeply, learns continuously and achieves results that go beyond. We encourage creative thinking that seeks out and includes diverse perspectives. And we empower you to do the work you’re most proud of — that’s why we offer individualized talent development plans, cross-functional experiences and opportunities for career advancement through personal and professional development.

With talent just like you, we are imagining, building and fighting for a brighter future for generations to come. Ready to find a career that sparks your passion?

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