Summary
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. This position will require travel to the Cape Cod area. The Service Technician will diagnose product issues in the field, determine and perform the correct resolution, and communicate accordingly with customers and 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.
Duties/ Responsibilities
Performs and completes service tasks as assigned, on Pella products in the field
Problem solves and diagnoses difficult issues in the field
Replace 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
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
Maintains assigned Service vehicle and coordinates with Manager and Service Team as needed on vehicle maintenance requirements
Meets company safety requirements by keeping work area neat and clean, following safety precautions, and utilizing required personal protective equipment, and reporting any safety issues to the manager
Other duties as assigned
Skills/ Qualifications
Proficient in Microsoft Office
Excellent verbal and written communication skills
Attention to detail
Ability to subtract two-digit numbers, 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
Must have a valid driver’s license
Education/ Experience
High school diploma or GED
AA or Technical degree preferred
2 year’s field service experience preferred
Prior knowledge of general construction applications, terminology, and window & door applications and components is preferred
Prior experience with power tools is required
Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals to perform the essential functions.
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 based on business needs
Tagged as: carpentry, construction, repairs, service