Responsibilities/Accountabilities (include but are not limited to):
Performs and completes service tasks as assigned, 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 sashes, window shades, blinds, muntin, screens, etc.
Provides customers with helpful information on the care, operation and maintenance of their Pella products
Generates and updates all required service-related documentation 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 and communication to resolve all assigned service tickets
Performs job site walk-through and completes necessary documentation, identifies items that need attention or correction prior to project finalization
Collects payment from customer as required
Identifies and orders parts for follow up service calls, and coordinates with the internal CSR team as necessary
Maintains stock of all necessary parts and equipment on a weekly basis
Strives to achieve 100% Customer satisfaction while making it easy for customers to do business with the company and promoting market share growth; serves as a Customer Experience Champion
Aids in the training of new Service Technicians, Customer Service Representatives or team members as requested
Maintains assigned Service vehicle and coordinates with Manager and Service Team as needed on vehicle maintenance requirements.
Performs any other necessary task assigned by the direct manager/supervisor
Seeks out continuous improvement opportunities related to service processes
Meets company safety requirements by keeping work area neat and clean, following safety precautions, and utilizing required personal protective equipment (i.e., shoes, safety glasses, fall protection, etc.), and reporting any safety issues to the manager
Must have a valid driver’s license and comply with the company Fleet Safety Policy
Skills/Knowledge:
Provide superb customer experience
Completes work in an efficient, timely and accurate manner
Enjoys working in fast-paced environment with a high sense of urgency
Ability to independently problem solve and make recommendations for resolutions
Seeks out internal experts and utilizes their knowledge
Committed to following established processes
Focused on details and follow through
Proficiency with Microsoft Office and ability to learn internal software programs and applications
