Service Technician

Responsibilities

• Performs and completes service tasks as assigned, on Pella products in the field.
• Solves and diagnoses difficult issues in the field.
• Replaces glass in windows or doors; installs items such as sashes, window shades, blinds, muntin, screens, etc.
• Provides customers with helpful information on the care, operation and maintenance of their Pella products.
• Generates and updates 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.
• Conducts any necessary follow-up service work and communication to resolve all assigned service tickets.
• Conducts job site walk-through and completes necessary documentation, identifies items that need attention or correction prior to project finalization.
• Collaborates with internal CSR team to coordinate follow-up service calls and part orders.
• Maintains stock of all necessary parts and equipment on a weekly basis.
• Strives to achieve 100% Customer satisfaction while making it easy for customers to do business with the company and promoting market share growth; serves as a Customer Experience Champion.
• Aids in the training of new Service Technicians, Customer Service Representatives or team members as requested.
• Maintains assigned Service vehicle and coordinates with Manager and Service Team as needed on vehicle maintenance requirements.
• Performs any other necessary task assigned by the direct manager/supervisor.
• Seeks out continuous improvement opportunities related to service processes.
• Maintains 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.

Qualifications

• Must have High School Diploma or GED and dependable work history.
• AA or Technical degree preferred, 0-2 years’ 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.).
• Proficiency with Microsoft® Word, Excel, Outlook and PowerPoint software applications.
• Develops proficiency in Pella proprietary software (i.e. OSC/OFS, PQM, OMS, etc.).
• 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.
• Displays excellent phone and email etiquette.
• Shows excellent attitude for the situation when interacting with customers or coworkers.
• Exhibits a strong desire to learn and promote self-growth.
• Is pro-active, self-disciplined, self-motivated, and has a demonstrated ability to follow projects through to completion.
• Demonstrates organizational skills, prioritizes tasks, and meets deadlines.
• Develops trust, respect, and confidence of customers, coworkers and managers.
• Presents in a clean and neat physical appearance.
• Investigates issues and resolves conflict in the best interests of the business and our customers.
• 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.