SUMMARY: Responsible for diagnosis, trouble shooting, adjustments, inspects, repairs, and replacement of parts on all Pella products while at customer locations. Must have a strong mechanical aptitude, excellent driving record, and available for periodic overtime. Conducts proactive quality control reviews of service tickets, inspections of replacement parts and assists with technical support for inside staff. Candidates must have a customer service, quality, and safety-focused approach to servicing all Pella products. Assigned tasks will vary based on business necessity
RESPONSIBILITIES: Include the following but not limited to:
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 their Pella products
Generates and updates all service-related paperwork 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
Collects Customer payment as required
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
Performs any other necessary task assigned by the supervisor or company in support of company goals or assistance with customer issues
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.
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.) .
Basic computer skills
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
Attention to detail is required
Must present in a clean and neat physical appearance
Must be able to problem solve and think creatively and positively when faced with obstacles.
The employee must occasionally lift and/or move up to 100 pounds
Work environment with this job includes company warehouse facilities, company service vehicle, and customer job sites or homes
