What are the responsibilities and job description for the Service Technician position at Pella Gateway?
Position Overview:
We are seeking a dedicated and skilled Service Technician to join our customer service team. This role is responsible for delivering exceptional service through diagnostics, installation, and repairs of Pella products, while upholding the highest standards of professionalism and customer satisfaction.
Responsibilities/Accountabilities:
Implement established service procedures to ensure consistent and high-quality service.
Perform diagnostics, installations, and repairs of Pella windows, doors, and related products.
Meet and exceed customer service standards, aiming for 100% “Very Satisfied” customer ratings.
Execute daily operations of the customer service team efficiently and professionally.
Treat customer property with care and respect during service visits.
Maintain clear and timely communication with the Service Manager.
Properly care for and maintain company tools and equipment.
Demonstrate pride and attention to detail in all work performed.
Professionally handle customer questions or complaints on the job.
Analyze service data to assess performance and identify improvement opportunities.
Collaborate with the Service Manager to implement strategies that enhance service quality and productivity.
Skills/Knowledge
Strong knowledge of window systems and installation preferred.
Excellent interpersonal and communication skills.
Effective time management and organizational abilities.
Adaptable and able to multitask in dynamic environments.
Strong work ethic with a focus on efficiency and customer satisfaction.
Process-oriented and analytical mindset.
Proficient with smart devices and quick to learn new software tools.
Qualifications
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education and/or Experience
High School Diploma or GED required; AA or Technical degree preferred. 1–3 years of related experience or equivalent combination of education and experience. Prior knowledge of construction practices and window/door components is essential. Must meet company motor vehicle record requirements.
Language and Communication Skills
Ability to read and analyze documents related to contracts and work documents. Ability to write reports and business correspondence. Ability to verbally present information and respond to questions from customers, managers, and the general public.
Professional and Reasoning Skills
Must present a clean and neat physical appearance and strictly abide by company dress code serving as a role model for other employees, customer and visitors. Ability to solve practical and arithmetic problems and deal with a variety of concrete variables in situations where only limited standardization exists.
Physical Demands
This role requires regular lifting of up to 100 pounds and involves physical activities such as standing, walking, kneeling, crouching, and working at heights using ladders or scaffolding. Candidates must be comfortable with these tasks and possess good vision and focus for reading service-related documents.
Travel
The vast majority of travel will be local with occasional overnight trips. Overnight trips will be approved by the service technician before it is scheduled.