What are the responsibilities and job description for the Service Technician position at Pella DFW & West Texas?
Service Tech
POSITION OVERVIEW:
Pella DFW/WTX is an independent business that distributes products manufactured by Pella Corporation to a variety of customers (e.g., homeowners, builders, and general contractors). Pella corporation is known for its 95-year history of innovation, providing outstanding products, and environmental stewardship. At the branch level, our success is due to providing our customers with a world-class experience. Hiring amazing talent is core to our ability to serve our business and residential communities. As our window and door Service Technician, you will
have a direct impact on Pella’s ability to add to our success.
The Service Technician is responsible for inspecting, diagnosing, and repairing Pella windows and doors in the field. This role requires problem-solving skills, technical expertise, and a strong commitment to customer satisfaction. Technicians determine appropriate resolutions and communicate labor, tools, and parts needed for efficient service.
ESSENTIAL DUTIES & RESPONSIBILITIES
Field Service & Repairs
Field Service & Repairs
- Complete in-field service work on Pella windows and doors, including adjustments, repairs, and replacements.
- Diagnose complex product issues and determine appropriate, efficient solutions.
- Install or replace components such as glass, shades, blinds, muntins, screens, and hardware.
- Conduct job site walk-throughs and identify items that need correction before project closeout.
- Maintain assigned service vehicle and ensure it’s stocked weekly with tools and supplies.
- Safely handle large, heavy window and door units in accordance with physical safety requirements.
Customer Communication & Experience
- Educate customers on product care, use, and maintenance.
- Communicate clearly and respectfully with customers during service visits.
- Ensure customer satisfaction through professional interaction and timely issue resolution.
- Collect payments when required and communicate next steps or follow-ups to the CSR team.
Parts, Documentation & Workflow
- Document service visits accurately, including technician notes, photos, and next steps.
- Work with CSRs to order required parts and ensure timely follow-through.
- Report product issues, customer feedback, or concerns to appropriate internal teams.
- Follow proper procedures for documenting completed work and updating records.
Team Support & Safety
- Support onboarding and mentoring of new Service Technicians.
- Adhere to all safety standards, wear required PPE, and report any safety concerns.
- Maintain a clean and organized work area, vehicle, and workspace.
- Participate in team meetings and contribute to continuous improvement of service processes.
- Comply with all fleet safety policies and maintain a valid driver’s license.
- Perform additional duties as assigned to support the Service Department’s success.
WHAT IT TAKES
- High School Graduate or GED.
Skilled at safely handling large, heavy units, strong body and ergonomic awareness - Demonstrates a strong work ethic and responsiveness to workload needs
- Demonstrates strong customer service skills, exhibiting empathy, courtesy, and clear, professional communication
- Able to follow a process and examining workflow to identify areas for improvement
- Able to safely operate a service vehicle
- Able to maintain open and effective communication
- Works collaboratively with delivery customers and Pella team members
- Adaptable to changing processes and priorities
- Works well without close supervision, but always keeps manager informed
WHY PELLA?
- Competitive salary and comprehensive benefits package.
- Career development and growth opportunities within a respected brand.
- A collaborative and supportive team in a growing company.
- Pella Windows & Doors of DFW/WTX is an equal-opportunity employer.