Service Technician - windows and doors

Pella Corporation•Austin, TX

8d•$25 - $28

About The Position

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 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. Pella Family of Brands offers the following benefits: Company sponsored benefits that include healthcare, dental, and vision plans Company paid life insurance Company paid short/long term disability insurance Paid vacation Paid sick and personal days 9 paid holidays Generous 401(k) plan with 4% company match Tuition assistance Employee discount The target pay range for this role is $25- $28/hr., with eligibility to receive other supplemental earnings such as over-time. Actual compensation packages are based on several factors that are unique to each candidate, including but not limited to skill set, experience, specific work geography, as well as internal equity and alignment with market data.

Requirements

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
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.
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.
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.
Time commitment required of this position will vary based on business needs.

Nice To Haves

AA 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 .
Will be expected to develop proficiency in Pella proprietary software (i.e. OSC/OFS, PQM, OMS, etc.).

Responsibilities

Performs and completes service tasks as assigned, on Pella products in the field
Problem solves and diagnoses difficult issues in the field
Replaces 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
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