Service Experience Technician

Pella of Idaho and Wyoming (WYIDAHO) is a Window and Door industry leader, and we strive to enhance the lives of our customers and team members. Your career at Pella will provide you with training and allow you to become an expert in your field. Enjoy a fun, fast-paced, and supportive culture that you can take pride in being a part of. We work hard to ensure our team has competitive pay, excellent medical insurance, bonuses, a 401k retirement program, profit sharing, and generous paid time off. With our positive culture and family spirit we are passionate about what we do.

SUMMARY: In your role as a Pella Service Experience Technician, you will be responsible for diagnosing, troubleshooting, adjusting, inspecting, repairing, and replacing parts on all Pella products at customer homes and businesses. You’ll conduct proactive quality control reviews of service tickets, inspections of replacement parts, and assist with technical support for inside staff. You must have customer service, quality, and a safety-focused approach to servicing all Pella products…it’s the Pella Way!

As a Service Experience Technician, your key focus is:

• Putting the customer first in all interactions.
• Using your technical expertise to solve complex problems.
• Precision work with specialty tools.
• As a dedicated Service Experience Technician that puts customer’s first you will guarantee customer satisfaction by completing your jobs right the first time. If needed, conduct thorough follow-up service work, and effectively communicate with others to address any concerns they may have.
• You are tasked with generating and updating all service-related documentation after a service visit. This guarantees necessary follow-up service calls are scheduled.
• You will be responsible for servicing Pella products by utilizing troubleshooting and diagnostic techniques. You’ll repair or replace glass in windows or doors and items such as window shades, blinds, muntins, screens, door locks, handles, etc.
• You can identify and resolve issues before project completion. This could include ordering necessary parts and providing training to your peers.
• You’ll replace glass in windows or doors and install items such as window shades, blinds, muntins, screens, etc.
• You’ll repair and or replace doors, window sashes, all parts of a window or door including precision parts required for proper function and performance per Pella standards.
• You will be working with glass as small as 12in x 12in up to 12ft x 12ft or larger with multiple team members.

· You follow the company's safety policies. It is necessary to:

• Maintain a tidy and hygienic work environment.
• Adhere to safety guidelines.
• Wear mandatory safety gear, such as shoes, safety glasses, and fall protection equipment.
• Your assigned service vehicle is always in good condition including proper maintenance.
• Promptly alert your manager of any safety concerns.
• You are willing to support your supervisor, team, and the company to achieve Pella’s common goals and to go the extra mile for your customers.

QUALIFICATIONS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The qualifications, physical demands, and work environment characteristics listed below are representative of the knowledge, skill, and/or ability required to successfully perform the job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. Must have a valid driver’s license and comply with the company Fleet Safety Policy.

Education and/or Experience

Must have High School Diploma, or GED, and dependable work history. Prior knowledge of general construction applications and terminology and/or window and door applications or components is preferred. Prior experience with power tools is required (i.e., table saw, circular or miter saw, nail gun, power drill, etc.).

Computer Skills

Familiarity with computers is required. Expected to develop proficiency in Pella proprietary software (i.e., PQM, OSC, OMS, etc.) and/or company email systems (Outlook).

Communication Skills:

Excellent verbal and written English language skills are required as well as excellent customer service skills (in person and via the phone). Must be able to present and gather information, and respond to questions from customers, managers, co-workers, and the public.

Professional Skills

Must be a team player and exhibit a strong desire to learn and promote self-growth. Must be proactive, and self-motivated, and have a demonstrated ability to follow assignments through to completion. Attention to detail is required. 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 problem solve and think creatively and positively when faced with obstacles.

Mathematical Skills:

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.

Physical Demands:

While performing this job, the employee is regularly required to sit and use hands to handle or feel, especially with the phone and computer. The employee frequently is required to reach with hands and arms and talk or hear, especially in the use of the telephone and meetings. The employee is occasionally required to stand, walk, stoop, kneel, crouch, or crawl. 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 the ability to adjust focus. Repetitive body motions may be required. The time commitment required for this position will vary with the seasons.

Work Environment:

The work environment with this job includes company warehouse facilities, company service vehicles, and customer job sites or homes. The noise level of this job is typically moderate to loud. The temperature fluctuates with the seasons.

This position description is not intended to be and should not be construed as an all-inclusive list of responsibilities, skills, or working conditions associated with this position. While this description is intended to accurately reflect the position’s activities and requirements, management reserves the right to modify, add, or remove duties, as necessary.

Condition of Employment: Pella of Idaho and Wyoming is committed to workforce diversity. Post-offer background check, MVR, and drug screen required. Pella participates in E-Verify. Pella will provide the Department of Homeland Security (DHS) with information from each new team member's I-9 Form to confirm work authorization.

Equal Employment Opportunity: Pella of Idaho and Wyoming provides a working environment free of discrimination and harassment. Pella of Idaho and Wyoming treats all persons equally, regardless of race, color, sex, religion, national origin, age, or disability, as each is protected under federal law. Several states in which Pella of Idaho and Wyoming operate may have laws protecting classifications of team members not necessarily protected under federal law. Therefore, Pella of Idaho and Wyoming also treats all persons equally, regardless of political affiliation and belief, pregnancy, national origin, age, creed, marital status, military status, sexual orientation, mental disorder, veteran status, ancestry, or handicap as each category is protected under a municipal ordinance or state law.

Pella Corporation is an innovative leader in creating a better view for homes and businesses by designing, testing, manufacturing, and installing quality windows and doors for new construction, remodeling, and replacement applications. Founded in 1925, Pella Corporation is a family-owned and professionally managed privately held company, known for its history of innovation, manufacturing outstanding products, providing quality service, and delivering on customer satisfaction.

Come join the Pella team and enjoy a great work environment, competitive compensation, and an excellent benefits package!

Job Type: Full-time

Pay: $20.00 - $24.00 per hour

Expected hours: No less than 40 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Referral program
• Retirement plan
• Tuition reimbursement
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

License/Certification:

• Driver's License (Required)

Work Location: On the road