Pella Mountain West 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 give you the opportunity 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, 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 Technician Apprentice you learn from our team of skilled Service Technicians. Alongside them, you will put into practice what you learn which includes diagnosing, troubleshooting, adjusting, inspecting, repairing, and replacing parts on all Pella products while at customer locations. You’ll conducts proactive quality control reviews of service tickets, inspections of replacement parts, and assist with technical support for inside staff. You must have a customer service, quality, and safety-focused approach to servicing all Pella products…it’s the Pella Way!

Trained to be responsible for the following, but not limited to: 

• Through problem solving and diagnosis, you’ll perform and complete service jobs on Pella products in the field.
• You’ll replace glass in windows or doors and install items such as window shades, blinds, muntins, screens, etc.
• You’ll be an advocate for your customers by providing them with helpful information on the care, operation and maintenance of their Pella products.
• Generate and update all service-related paperwork 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 or communication to achieve resolution and a “Very Satisfied” Customer Service Rating from all Customers; Serves as a Customer Service Champion at all times.
• Performs job site walk-throughs and completes necessary paperwork, identifies items that need attention or correction prior to project finalization.
• Collects customer payment as required.
• Identifies and orders parts over the phone or via email through the CSR.
• Loads Service van with all necessary parts and equipment on a daily basis and maintains assigned service vehicle.
• 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 team members in other departments.
• Performs any other necessary task assigned in support of company goals or assistance with customer issues.
• Completes service work orders and communicates any ongoing customer or product related issues with CSR’s.
• 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.
• Must have reliable transportation and a valid driver’s license and be in compliance with company Fleet Safety Policy.
• Promotes and facilitates continuous improvement activities in the department.

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 the essential functions. To be successful in this role, you must have a strong mechanical aptitude, excellent driving record, and available for periodic overtime.

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 required. Prior experience with power tools is required (i.e. table saw, circular or miter saw, pneumatic nail gun, power drill etc.).

Computer Skills

Familiarity with computers preferred. 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 good customer service skills (in person and via the phone). Must be able to present information, gather information, and respond to questions from customers, managers, co-workers and the general public.

Professional Skills

Must be a team player and exhibit a strong desire to learn and promote self-growth. Must be pro-active, 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 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.

Physical Demands:

While performing the duties of this job, the employee is regularly required to sit and use hands to handle or feel, especially with use of the phone and computer. The employee frequently is required to reach with hands and arms and talk or hear especially in use of the telephone and meetings. The employee is frequently required to stand, walk, stoop, kneel, crouch, or crawl. The employee must frequently lift and/or move up to 100 pounds and occasionally lift and/or more with assistance. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus. Repetitive body motions may be required. The employee may be required to perform tasks 1-2 stories above ground. Time commitment required of this position will vary with seasons and based on business need. Some overnight travel may be required.

Work Environment:

Work environment with this job includes company warehouse facilities, company service vehicle, and customer job sites or homes. The noise level of this job is typically moderate to loud. Temperature fluctuates with 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 Mountain West is committed to workforce diversity. Post-offer background check, MVR and drug screen required. Pella participates in E- Verify.

Equal Employment Opportunity: Pella Mountain West provides a working environment free of discrimination and harassment. Pella Mountain West treats all persons equally, regardless of race, color, sex, religion, national origin, age or disability, as each is protected under federal law. A number of states in which Pella Mountain West operates may have laws protecting classifications of team members not necessarily protected under federal law. Therefore, Pella Mountain West 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.