Field Service Specialist

2 weeks ago

Red Bank, New Jersey, United States Pella Corporation Full time
Job Overview
SUMMARY: Responsible for inspecting, repairing, and adjusting Pella windows and doors in various locations; identifies product issues, formulates effective resolution strategies, and communicates necessary tools for resolution (including labor, parts, tools, or time required to complete the task).
Key RESPONSIBILITIES include, but are not limited to:
  • Executing and finalizing service tasks on Pella products in the field.
  • Diagnosing and resolving complex issues encountered in the field.
  • Replacing glass in windows or doors; installing accessories such as window shades, blinds, muntins, screens, etc.
  • Providing customers with valuable information regarding the care, operation, and maintenance of Pella products.
  • Generating and updating all service-related documentation and records following a service visit.
  • Conducting necessary follow-up service work or communication to ensure resolution and achieve a Very Satisfied Customer Service Rating from all customers; acting as a Customer Service Champion at all times.
  • Identifying and ordering parts via phone or fax through the Customer Service Representative.
  • Loading the service vehicle with all required parts and equipment on a weekly basis.
  • Adhering to the company Mission Statement, striving to meet the corporate goal of 100% customer satisfaction while facilitating ease of business for customers and promoting market share growth.
  • May assist in training new Field Service Technicians or employees in other departments.
  • Maintaining the assigned service vehicle.
  • Performing any other necessary tasks assigned by the supervisor or company to support company objectives or assist with customer issues.
  • Meeting company safety standards by keeping the work area organized and clean, following safety protocols, wearing required safety gear (such as shoes, safety glasses, fall protection, etc.), and reporting any safety concerns to management.
Qualifications
To successfully perform this role, an individual must be able to execute each essential duty satisfactorily. The qualifications, physical demands, and work environment characteristics listed below are representative of the knowledge, skills, and/or abilities required to perform the job effectively. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
Education and Experience
High School Diploma or GED is required along with a reliable work history. Prior knowledge of general construction practices and terminology and/or window and door components is essential. Experience with power tools is necessary (including table saws, circular or miter saws, pneumatic nail guns, power drills, etc.).
Computer Skills
Familiarity with computers is preferred. Proficiency in Pella proprietary software (such as PDQ, POETS, OMS, etc.) and/or company email systems may be expected.
Communication Skills:
Excellent verbal and written English language skills are essential, along with strong customer service abilities (in-person or via phone). Must be capable of presenting information, gathering information, and responding to inquiries from customers, managers, coworkers, and the general public.
Professional Skills
Must be a team player with a strong desire for personal growth and development. Must be proactive, self-motivated, and demonstrate the ability to complete assignments. Attention to detail is crucial. Must build trust, respect, and confidence with customers, coworkers, and managers. Must maintain a clean and professional appearance. Must be able to problem-solve and think creatively and positively when faced with challenges.
Mathematical Skills:
Ability to perform basic arithmetic operations and calculations involving money, time, and measurements. Ability to calculate figures and amounts such as proportions, percentages, area, length, width, height, and depth.
Physical Demands:
While performing the duties of this job, the employee is regularly required to stand, walk, use hands to handle, type, or feel; reach with hands and arms; and talk or hear. The employee may occasionally be 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 the ability to adjust focus. Repetitive motions may be necessary. The time commitment required for this position may vary with the seasons.
Work Environment:
This role involves working in company warehouse facilities, service vehicles, and customer job sites or homes. The noise level is typically moderate to loud, and temperatures may fluctuate with the seasons. A valid driver's license is required.
About Us
About Pella Corporation
Pella Corporation is recognized as the leading national window and door brand by homeowners across the country, excelling in innovation and design. Established in 1925, the Pella Family of Brands offers a diverse range of products sold and installed through various channels. We are a growing, privately owned company with numerous manufacturing locations and a dedicated team across the U.S. and Canada. Pella is consistently acknowledged as a great workplace by reputable sources, and we have received numerous accolades for our innovation and design. At Pella, we value creativity, continuous learning, and results that exceed expectations. We empower our team members to pursue work they are passionate about, offering individualized talent development plans and opportunities for career advancement.

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