Field Service Technician

Overview

Are you looking for a career where you are empowered to be extraordinary? Do you want the opportunity to be part of a company where employees treat one another like family and do right by their customers every day? Well, you’ve come to the right place. At Pella, care is not a just a word – it’s a legacy. We exist to improve the living experience of our customers and enrich the lives of our team members.

Care is what sparks Pella Passion. It’s our mission to be the desired window and door brand by delivering a reliable, responsive and uniquely memorable experience that exceeds our customer’s expectations. If you’re as customer focused as we are, are passionate about selling a product you can confidently put your name on, and if you’re looking for a career, not just another job, this is the place for you.

The Service Team at Pella Northland is focused on delighting our customers in their interactions with Pella. Our Service Technicians excel in inspecting, repairing or adjusting Pella Windows and Doors in the field. They are experts in product diagnosis and determining efficient resolution to plans while communicating the tools necessary to resolve the issue to both internal and external customers. They play a critical role in keeping our customers coming back and referring their friends and family, while striving to achieve and maintain 100% "Very Satisfied" customers every single day!

Pella is a great company to work for, but don  just take our word for it! Our Team recently participated in the Gallup Survey and scored us a 4.46/5 for overall satisfaction!

• Strong attention to detail
• Excellent verbal and written English language skills are required
• Ability to multitask and excel in a fast-paced environment
• Customer Focused
• Strong mechanical aptitude
• Familiarity with computers strongly preferred, may be expected to develop proficiency in Pella proprietary software and/or company email systems
• Positive Energy & Team Work Mentality
• Results Orientated, Goal Driven & Self Motivated
• Experience working with a highly technical product is desirable
• High School Diploma or GED Required, in addition to dependable work history
• Valid Drivers License and clean driving record
• 3-5 year related experience preferred (Carpentry, Finishing Carpentry, Window and/or Door Installation)

• 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 their Pella products
• Generates and updates all service-related events resolutions in Service Module following a service visit
• Conducts any necessary follow up service work or communication to bring resolution and exceptional Customer Service Rating from all Customers;
  Serves as a Customer Service Champion at all times
• Performs job site walk-through’s with customer, explaining work performed and next steps
• Collects Customer payment as required
• Identifies parts required to resolve issues in Service Modules and submits for ordering to advisors.
• Loads Service van with all necessary parts and equipment on an as-needed basis, no less than weekly
• May be asked to assist in the training of new Field Service Technicians or employees in other departments
• Maintains, cleans and organizes assigned Service vehicle
• Completes service work orders and communicates any ongoing customer or product related issues with advisors
• 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 supervisor or manager
• Communicates continuous improvement ideas to the supervisor or manager
• Behaves according to Pella's Core Values
• Performs any other necessary task assigned by the supervisor or company in support of company goals or assistance with customer issues
• Maintains a valid driver’s license and be in compliance with company Fleet Safety Policy