Field Service Program Specialist

Pella Corporation•Pella, IA

20h

About The Position

The Field Service Program Specialist partners with the Corporate Field Service Manager to provide operational governance for third-party field service providers and technicians. This role acts independently to set day-to-day priorities, lead complex issue resolution, and drive consistent performance to established standards, SLAs, and customer experience expectations. The Specialist proactively identifies risks and trends, coordinates cross-functional response plans, and drives measurable service improvements through data-based insights, process standardization, and provider performance management. This role supports third-party provider lifecycle management, service quality governance, and continuous improvement initiatives, and independently leads routine-to-moderate escalations, performance follow-up, and stakeholder reporting. The Specialist builds and maintains KPI definitions and reporting standards, and supports strategic planning by preparing insights, trends, and recommended actions.

Requirements

Associate’s or Bachelor’s degree in Business, Operations, Engineering, or related field (or equivalent experience).
4+ years of experience in field service operations, vendor performance management, or related operational program roles.
Strong organizational, analytical, and documentation skills.
Proficiency with field service systems (e.g., Salesforce) and reporting tools.
Demonstrated ability to lead cross-functional problem-solving, communicate effectively with leadership, and deliver clear operational narratives from data (trends, risks, root causes, and recommended actions).

Nice To Haves

Experience working with third-party service providers or contractors preferred.

Responsibilities

Serve as the primary operational contact for assigned providers, using independent judgment to triage issues, coordinate cross-functional support, and proactively manage and escalate risks to ensure timely resolution and minimal service disruption.
Own provider onboarding including credential verification and tracking, documentation controls, and compliance tracking; ensure records are complete, current, and audit-ready for third-party field service providers and technicians.
Lead recurring provider performance reviews (e.g., weekly/monthly operating rhythms) and drive corrective action plans through closure; identify and escalate chronic performance concerns to the Corporate Field Service Manager.
Create and implement KPI frameworks, definitions, and measurement methods that support overall service excellence; establish reporting logic and data quality checks to ensure consistent, trusted metrics across providers.
Develop and maintain performance scorecards, dashboards, and recurring reports; synthesize trends into clear insights (leading indicators, risks, root-cause themes) and present findings and recommendations to the Corporate Field Service Manager and key stakeholders to enable timely decisions.
Analyze variances and emerging risks in provider performance and customer experience data; define problem statements, initiate appropriate escalation paths, and coordinate corrective actions with providers and internal partners to restore performance.
Lead risk-based provider audits and documentation reviews; define audit checklists/criteria, document findings, and communicate results to the Corporate Field Service Manager.
Drive remediation plans resulting from audits or performance reviews, including corrective/preventive actions, due dates, and verification of effectiveness through follow-up reviews and metric validation.
Monitor and support compliance with safety regulations and internal service standards; identify compliance risks, initiate corrective actions, and escalate significant concerns to the Corporate Field Service Manager.
Own the intake and governance of service escalations, including severity definitions, action plans, timelines, and stakeholder communications; lead cross-functional resolution for complex cases and ensure documented root-cause and prevention actions through closure.
Create and maintain coverage maps, capacity models, and forecasting tools; identify gaps and constraints, and provide data-based recommendations to optimize provider coverage and response capacity.
Own the review and validation of supplier invoices (labor, parts, and fees), partnering with Finance/Procurement to resolve discrepancies and ensure spend aligns to contracted rates and cost targets.
Identify process gaps and recurring issues using data, field feedback, and escalation themes; develop and implement solutions, standard work, and controls that reduce rework and improve service outcomes.
Support cost optimization and efficiency initiatives through analysis, opportunity sizing, and benefits tracking; surface insights and recommendations to leadership.
Lead change adoption for updated processes, tools, and best practices, including communications, training/enablement, and feedback loops to ensure sustained implementation.
Evaluate coverage and capacity needs and develop recommendations for expanding or adjusting the provider network to improve service coverage, response capacity, and customer experience; support manager-led provider business reviews with analysis and insights.