Role Summary
The Pella New Jersey branch is seeking a window and door Service Technician to serve our customers in the NJ and NY area. The Service Technician is responsible for providing quality service visits to customers to inspect, repair and/or adjust Pella windows and doors in the field. The Service Technician will diagnose product issues in the field, determine and perform the correct resolution, and communicate accordingly with customers and internal service team. This position is responsible for ensuring all customer service calls are completed in a timely, accurate, and efficient manner while maintaining a customer-focused attitude. This is a full-time position. Work schedule is Monday – Friday, with a 7:00 AM start time. Must have general construction knowledge and a valid driver's license.
Pella Corporation offers the following:
Hourly pay rate starts at $28.79 with first increase after 6 months followed by annual increases
Company truck
Company cell phone
Full benefits package which includes medical, dental, and vision begins the first of the month following start date
Health savings and flex spending accounts
Company paid life insurance
Company paid short/long term disability insurance
401k with company match
Paid vacation time
Paid sick time
Company paid holidays
Direct deposit
In-depth training program
Solid reputation of the Pella Brand
Responsibilities
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
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
General construction knowledge. Window and door installation experience is preferred
Ability to independently problem solve and make recommendations for resolutions
Proficiency with Microsoft Office and ability to learn internal software programs and applications
Qualifications
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 the essential functions.
Education and/or Experience
Must have High School Diploma or GED and dependable work history. AA or Technical degree preferred, 0-2 year’s field service experience, or general business experience preferred. Prior knowledge of general construction applications and terminology and/or window and door applications or components is preferable. Prior experience with power tools is required (i.e. table saw, circular or miter saw, pneumatic nail gun, power drill etc.)
Computer Skills
Proficiency with Microsoft® Word, Excel, Outlook and PowerPoint software applications. Will be expected to develop proficiency in Pella proprietary software (i.e. OSC/OFS, PQM, OMS, etc.).
Communication Skills
Excellent verbal and written English language skills are required as well as good public relations, public speaking, and customer service skills. Ability to read, interpret, understand and explain documents such as sales processes, product specifications or warranty manuals. Ability to effectively present information to others, gather information from others, and respond appropriately to questions from customers, coworkers and managers. Must display excellent phone and email etiquette. Must be able to present appropriate attitude for the situation when interacting with customers or coworkers.
Professional Skills
Must be a team player and exhibit a strong desire to learn and promote self-growth. Must be pro-active, self-disciplined, self-motivated, and have a demonstrated ability to follow projects through to completion. Attention to detail is required. Must be able to demonstrate organizational skills, prioritize tasks, and meet deadlines. 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 investigate issues and resolve conflict in the best interests of the business and our customers.
Physical Demands
While performing the duties of this job, the employee is regularly required to stand; walk; use hands to finger, handle, type or feel; reach with hands and arms; and talk or hear. The employee is occasionally required to sit, stoop, or crouch. 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 ability to adjust focus. Time commitment required of this position will vary based on business needs.
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.
About Pella Corporation
As the #1 most-preferred national window and door brand by homeowners across the country, Pella Corporation leads the industry in innovation and design. Founded in 1925, today the Pella Family of Brands encompasses a robust product offering sold and installed through various channels. We are a growing, privately owned company with 20 manufacturing locations and over 10,000 team members in the U.S. and Canada. Pella is consistently recognized as a great place to work by Newsweek, Forbes and Glassdoor, having most recently been named to America’s Greatest Workplaces for Diversity by Newsweek in 2024, as well as Forbes' 2024 Best Employers for Women and Best-In-State Employer in Iowa. We have also received numerous accolades for innovation and design, including Fast Company’s Best Workplaces for Innovators in 2024 and Most Innovative Manufacturers for 2022 and 2023.
At Pella, our team cares deeply, learns continuously and achieves results that go beyond. We encourage creative thinking that seeks out and includes diverse perspectives. And we empower you to do the work you’re most proud of — that’s why we offer individualized talent development plans, cross-functional experiences and opportunities for career advancement through personal and professional development.
With talent just like you, we are imagining, building and fighting for a brighter future for generations to come. Ready to find a career that sparks your passion?