Service Technician Trainee

Pella Corporation • Parsippany, NJ

9d • Onsite

About The Position

The Pella New Jersey branch has a paid Service Technician Trainee/Helper position available. This position will assist the Service Technician and be given hands-on learning opportunities to master the skills needed to become a Service Technician. The Service Technician Trainee/Helper will work with a Pella Service Technician, providing quality service visits to customers to inspect, repair and/or adjust Pella windows and doors in the field. In this role you will learn how to diagnose product issues in the field, determine and perform the correct resolution, and communicate accordingly with customers and internal service team. This is a full-time position. Work schedule is Monday – Friday, with a 7:00 am start time.

Requirements

• Must have a valid driver’s license and comply with the company Fleet Safety Policy
• Provide superb customer experience
• Familiar with power tools and some general construction knowledge
• Enjoys working in fast-paced environment with a high sense of urgency
• 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
• Must have High School Diploma or GED and dependable work history.
• Prior experience with power tools is required (i.e. table saw, circular or miter saw, pneumatic nail gun, power drill etc.)
• 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.).
• 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.
• 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.
• 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.

Nice To Haves

• Trade program, or 0-2 year’s field service experience, or general construction experience preferred.
• Prior knowledge of general construction applications and terminology and/or window and door applications or components is preferable .

Responsibilities

• Assist Service Technician to complete service tasks as assigned, on Pella products in the field
• Learn how to problem solves and diagnoses difficult issues in the field
• Assist Service Technician with replacing 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
• Assist with 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.
• Assist with any necessary follow up service work and communication to resolve all assigned service tickets
• Assist with job site walk-through and completes necessary documentation, identifies items that need attention or correction prior to project finalization
• Assist with collecting payment from customer as required
• Assist with 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
• 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

Benefits

• Hourly pay
• Full benefits package which includes medical, dental, and vision begins the first of the month following start date
• Health savings and flex spending accounts
• Company paid life insurance
• Company paid short/long term disability insurance
• Vacation time
• Sick time
• Company paid holidays
• Direct deposit
• In-depth training and career path
• Solid reputation of the Pella Brand

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED