Service Technician

Pella Windows & Doors of NJ and NY; Parsippany-Troy Hills (NJ); On-site; USD 29,549 - 42,085; Full time

Benefits offered by this job

Hourly pay starting at $26

Company truck

Full benefits package including medical

Paid vacation time

In-depth training program

Job summary

Pella Windows & Doors of NJ and NY seeks a Service Technician to provide quality service for customers in the NJ and NY area. Responsibilities include diagnosing issues and servicing Pella windows and doors. The role requires a valid driver's license and general construction knowledge. A full benefits package, including hourly pay starting at $26, is offered.

This full-time position features a Monday to Friday schedule, beginning at 7:00 AM. Join Pella for a rewarding career in a supportive environment.

Qualifications

• Must have High School Diploma or GED and dependable work history.
• Prior knowledge of general construction applications and terminology.
• Prior experience with power tools is required.

Responsibilities

• Perform service tasks on Pella products in the field.
• Diagnose and resolve product issues.
• Provide customers with care and operation information.

Skills

Customer experience

General construction knowledge

Problem solving

Microsoft Office proficiency

Education

High School Diploma or GED

AA or Technical degree

Tools

Power tools

Job description

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.

Benefits

• Hourly pay rate starts at $26 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/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

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

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, co‑workers and managers. Must display excellent phone and email etiquette. Must be able to present appropriate attitude for the situation when interacting with customers or co‑workers.

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, co‑workers 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.