Field Support Technician

Pella of Denver and Northern Colorado•Salt Lake City, UT

8d•Onsite

About The Position

The Trade Field Support Technician is a key member of the Pro Service team, dedicated to delivering exceptional post-sale support to our Trade customers. This role serves as the primary field resource for resolving service needs, maintaining customer satisfaction, and strengthening long-term relationships with our trade partners. Success in this position requires a customer-first mindset, strong technical expertise, excellent communication skills, and a commitment to accountability. The ideal candidate is a proactive problem solver who responds quickly, follows through on commitments, and consistently delivers a high-quality service experience that reinforces trust in the Pella brand.

Requirements

Previous experience servicing windows and doors required, prior Pella product experience a plus.
Strong knowledge of Pella products or the ability to quickly develop Pella product expertise.
Ability to interpret technical drawings, measurements, specifications, and service documentation with accuracy.
Experience using CRM platforms, service management software, and order entry systems (Salesforce experience preferred).
Strong troubleshooting, problem-solving, and decision-making skills.
Exceptional attention to detail and commitment to quality.
Excellent communication and interpersonal skills with the ability to build strong customer relationships.
Strong organizational, prioritization, and time management skills while managing multiple service cases and competing priorities.
Ability to effectively communicate technical information to customers, contractors, managers, and internal teams.
Self-motivated with a strong sense of ownership, accountability, and follow-through.
Commitment to delivering outstanding customer experience.
Regularly required to stand, walk, reach, climb, balance, use hands, and communicate effectively.
Regular kneeling, crouching, crawling, stooping, work from ladders, scaffolding and jobsite lifts, and work in various environments.
Frequently lift and/or move up to 75 pounds.
Must be able to safely operate a company vehicle.
Must successfully pass a background check and drug screening.

Nice To Haves

prior Pella product experience a plus
Salesforce experience preferred

Responsibilities

Respond promptly to Trade customer service requests and prioritize issues based on urgency and customer needs while resolving service cases within our Service Level Agreement (SLS).
Diagnose product and installation concerns, determine corrective actions, and identify required service parts to efficiently resolve service cases.
Perform field service work with professionalism, technical expertise, and exceptional craftsmanship.
Collaborate with the Service Manager to resolve discrepancies and ensure timely, accurate solutions.
Partner closely with the Trade Sales team to enhance overall customer experience and support account retention.
Coordinate with Operations and internal departments to ensure efficient scheduling and completion of service requests.
Maintain accurate service documentation, including work performed, parts needed/ordered, securing needed approvals, and managing customer communications across multiple systems.
Ensure compliance with Pella standards, policies, and documentation requirements.
Monitor recurring service trends, identify root causes, and provide recommendations that improve products, processes, and customer satisfaction.
Serve as the subject matter expert (SME) for Trade service, providing technical guidance and support to both customers and internal teams.
Communicate professionally and effectively with customers, contractors, and internal partners through in-person interactions, phone calls, and email.
Complete every service appointment safely, efficiently, on schedule, and with a clean, quality finished result that reflects Pella's standards of excellence.