Job Abstract

SUMMARY: Inspects, repairs or adjusts Pella windows and doors in the field; diagnoses product issues, determines efficient resolution plans and communicates tools necessary to resolve issue (i.e. labor, parts, tools or time needed to complete)

Principal DUTIES AND RESPONSIBILITIES include the following, but not limited to:

• Performs and completes service jobs 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 window shades, blinds, muntins, screens, etc.
• Provides Customers with helpful information on the care, operation and maintenance of Pella products
• Generates and updates all service-related paperwork and file folders following a service visit.
• Conducts any necessary follow up service work or communication to bring resolution and a Very Satisfied Customer Service Rating from all Customers; Serves as a Customer Service Champion at all times
• Identifies and orders parts over the phone or via fax through the CSR
• Loads Service van with all necessary parts and equipment on a weekly basis
• Abides by company Mission Statement, striving to achieve corporate goal of 100% Customer satisfaction, while making it easy for Customers to do business with the company and promoting market share growth.
• May be asked to assist in the training of new Field Service Technicians or employees in other departments
• Maintains assigned Service vehicle
• Performs any other necessary task assigned by the supervisor or company in support of company goals or assistance with customer issues
• Meets company safety requirements by keeping work area neat and clean, following safety precautions and wearing required safety apparel (i.e. shoes, safety glasses, fall protection, etc.), and reporting any safety issues to the manager