Service Technician

Job Overview

Inspects, repairs or adjusts Pella windows and doors in the field; diagnoses product issues, determines efficient resolution plans and communicates tools necessary to resolve issue (i.e. labor, parts, tools or time needed to complete) The Service Tech also strives and inspires others to achieve and maintain 100% “Very Satisfied” customers.

Responsibilities/Accountabilities:

• Performs and completes service jobs on Pella products in the field
• Problem solves and diagnoses difficult issues in the field
• Replaces glass in windows or doors; Installs items such as window shades, blinds, muntin’s, screens, etc.
• Provides Customers with helpful information on the care, operation and maintenance of their Pella products
• Generates and updates all service-related paperwork and file folders 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 or communication to bring resolution and a Very Satisfied Customer Service Rating from all Customers; Serves as a Customer Service Champion at all times
• Performs job site walk-thru’ s and completes necessary paperwork, identifies items that need attention or correction prior to project finalization
• Collects Customer payment as required
• Identifies and orders parts over the phone through the CSR
• Loads Service vehicle with all necessary parts and equipment on a weekly basis
• Abides by company Mission Statement, striving to achieve corporate goal of 100% Customer satisfaction, while making it easy for Customers to do business with the company and promoting market share growth.
• May be asked to assist in the training of new Field Service Technicians or employees in other departments
• Maintains assigned Service vehicle
• Performs any other necessary task assigned by the supervisor or company in support of company goals or assistance with customer issues
• Completes service work orders and communicates any ongoing customer or product related issues with CSR’s
• Meets company safety requirements by keeping work area neat and clean, following safety precautions and wearing required safety apparel (i.e. shoes, safety glasses, fall protection, etc.), and reporting any safety issues to the manager
• Must have a valid driver’s license and be in compliance with company Fleet Safety Policy

Skills/Knowledge:

• AA or Technical degree preferred, High School Diploma with experience
• Demonstrate attention to detail.
• Identify and resolves problems in a timely manner; Gathers and analyzes information skillfully.
• Speak clearly and persuasively in positive or negative situations; Listens and gets clarification; Respond well to questions. Writes clearly and informatively; Edits work for spelling and grammar.
• React well under pressure; Treats others with respect and consideration Demonstrates accuracy and thoroughness; Works quickly.
• Safety and Security - Observes safety and security procedures; Reports potentially unsafe conditions; Uses equipment and materials properly.
• Adaptability - Adapts to changes in the work environment; Able to deal with frequent change, delays, or unexpected events. Is consistently at work and on time.
• Initiative - Seeks increased responsibilities; Looks for and takes advantage of opportunities; Asks for and offers help when needed.
• Possess excellent customer service skills,
• Prior knowledge of general construction applications and terminology and/or window and door applications or components is desirable but not required.
• Experience with Microsoft products to include: Excel, Word and Outlook and database and order processing products.
• Attention to detail, demonstrates accuracy and thoroughness.
• Adapts to changes in the work environment
• Observes established safety and security procedures.
• Consistently at work and on time; ensures work responsibilities are covered when absent

Pella Mid-Atlantic performs background checks and drug screens on all candidates.  We perform motor vehicle checks on all employees that drive for the company.

Pella Mid-Atlantic is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected Veteran status.