Tech, Service at Pella Corporation

Responsibilities/Accountabilities (include but are not limited to):

• Performs and completes service tasks as assigned, 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 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
• Performs job site walk-through and completes necessary documentation, identifies items that need attention or correction prior to project finalization 
• Collects payment from customer as required
• Identifies and orders parts for follow up service calls, and coordinates with the internal CSR team as necessary
• 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
• Meets 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  
• Completes work in an efficient, timely and accurate manner
• Enjoys working in fast-paced environment with a high sense of urgency
• Ability to independently problem solve and make recommendations for resolutions
• Seeks out internal experts and utilizes their knowledge
• 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 preferred, 0-2 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 in 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 seasons. 

Additional Requirements:

Please note that all employees hired into full time employment in the JS Service
Technician position are obligated to become members of the International
Brotherhood of Electrical Workers, AFL-CIO Local 1158 Union.

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 21 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?