Service Technician en Pella Corporation
Pella Corporation · Jacksonville, Estados Unidos De América · Onsite
- Junior
- Oficina en Jacksonville
Position Overview
The Service Technician is responsible for providing quality service visits to customers to inspect, repair, and/or adjust Pella windows and doors in the field. The Service Technician will diagnose product issues in the field, determine and perform the correct resolution, and communicate accordingly with customers and the internal service team. This position is responsible for ensuring all customer service calls are completed in a timely, accurate, and efficient manner while maintaining a customer-focused attitude.
Responsibilities
Responsibilities/Accountabilities include but are not limited to:
- Performing and completing service tasks as assigned on Pella products in the field
Problem solving and diagnosing difficult issues in the field
Replacing glass in windows or doors; as well as installing items such as sashes, window shades, blinds, muntin, screens, etc.
Providing customers with helpful information on the care, operation, and maintenance of their Pella products
Generating and updating 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
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. A.A. 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 proactive, 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 c
Solicitar ahora
