Field Service Program Specialist

Pella Corporation; Pella (IA); On-site; USD 60,000 - 85,000; Full time

Job summary

Pella Corporation in Iowa is seeking a Field Service Program Specialist to partner with the Corporate Field Service Manager. You will provide operational governance for third-party field service providers and technicians, set day-to-day priorities, and lead complex issue resolution.

The role focuses on driving consistent performance to SLAs and customer experience standards, building KPI definitions, and reporting insights to support continuous improvement and strategic planning.

Qualifications

• Governance of third-party field service providers and technicians.
• Identify risks, coordinate cross-functional response plans.
• Lead escalations and report on provider performance.

Responsibilities

• Act independently to set day-to-day priorities and lead complex issue resolution.
• Drive measurable service improvements through data-based insights and process standardization.
• Support provider lifecycle management, service quality governance, and continuous improvement initiatives.
• Lead routine-to-moderate escalations, performance follow-up, and stakeholder reporting.
• Build and maintain KPI definitions and reporting standards; support strategic planning with insights and trends.

Skills

Operations governance

Field service management

Issue resolution

SLA management

Data analysis

Process standardization

KPI reporting

Stakeholder communication

Job description

The Field Service Program Specialist partners with the Corporate Field Service Manager to provide operational governance for third-party field service providers and technicians. This role acts independently to set day-to-day priorities, lead complex issue resolution, and drive consistent performance to established standards, SLAs, and customer experience expectations. The Specialist proactively identifies risks and trends, coordinates cross-functional response plans, and drives measurable service improvements through data-based insights, process standardization, and provider performance management.
This role supports third-party provider lifecycle management, service quality governance, and continuous improvement initiatives, and independently leads routine-to-moderate escalations, performance follow-up, and stakeholder reporting. The Specialist builds and maintains KPI definitions and reporting standards, and supports strategic planning by preparing insights, trends, and recommended actions.