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)
PRINCIPAL DUTIES AND RESPONSIBILITIES include the following, but not limited to:
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, muntins, screens, etc.
Provides Customers with helpful information on the care, operation and maintenance of Pella products
Generates and updates all service-related paperwork and file folders following a service visit.
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
Identifies and orders parts over the phone or via fax through the CSR
Loads Service van 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
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
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. Prior knowledge of general construction applications and terminology and/or window and door applications or components is required. Prior experience with power tools is required (i.e. table saw, circular or miter saw, pneumatic nail gun, power drill etc.)
Familiarity with computers preferred. May be expected to develop proficiency in Pella proprietary software (i.e. PDQ, POETS, OMS, etc.) and/or company email systems (Outlook).
Excellent verbal and written English language skills are required as well as good customer service skills (in person or via the phone). Must be able to present information, gather information, and respond to questions from customers, managers, co-workers and the general public.
Must be a team player and exhibit a strong desire to learn and promote self-growth. Must be pro-active, self-motivated, and have a demonstrated ability to follow assignments through to completion. Attention to detail is required. Must be able to develop trust, respect, and confidence of customers, coworkers and managers. Must present in a clean and neat physical appearance. Must be able to problem solve and think creatively and positively when faced with obstacles.
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.
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. Repetitive body motions may be required. Time commitment required of this position will vary with the seasons.
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 seasons.
MUST HAVE VALID DRIVERS LICENSE.
Internal Number: 21001624
About Pella Windows and Doors NJ/NY
Pella Corporation is one of the largest manufacturers of windows and doors in North America; as a leader in technology and product innovation, Pella has been awarded more than 150 product and design patents. And the team at Pella is as committed as ever to continuing the company's proud heritage of building innovative windows and doors.
At Pella, we want to help you find what makes you an extraordinary team member. That’s why we offer individualized talent development plans, cross-functional experiences, and opportunities for career advancement through personal and professional development.
Our national brand is supported by 8,000+ team members at 17 manufacturing sites and 80+ sales branches across the country who are dedicated to serving our customers with Pella Passion — a way of being that inspires us to go above and beyond for each other, our customers, and our communities. Pella Passion has guided our actions for 95 years and will carry us forward as we capture the rare blend of inspired design and exceptional detail in our work and our lives.