Job Description

Job Summary: This position is responsible for on-site diagnostics, repairs, and adjustments to windows, doors and other Pella products.

Duties and Responsibilities Essential:

• Repair and adjustment of products, including replacing glass or installing window shades, blinds, muntins and Rolscreens or other product issues as needed, using various tools and supplies. May follow specified repair or diagnostic guidelines or call upon previous training and experience for troubleshooting based upon the individual project.
• Explain and interpret procedures and repairs for homeowners, contractors, builders, or other small groups.
• Drive to and from customer homes/jobsite locations using the provided service van.
• Prepare and clean up the work area using provided tools such as broom, vacuum, rags, and cleaners, following set guidelines.
• Prepare field reports on product problems by the stated deadline.
• Collect payment from customers on COD orders in the form of check, cash, or credit card payment and record necessary information in the service module using a tablet.
• Record all pertinent information from the service order. 

Non-Essential:

• Load the service van with the required parts and tools from the service department based on the schedule from the service coordinator. Checklist to ensure all items are correct.
• Performs and arranges for basic maintenance of the service van. Arranges for oil changes and routine maintenance. Reports issues immediately to the supervisor. Maintains a clean and orderly interior of the van. Fuels van using the provided fuel card as needed.
• Take photos of service issues/product and e-mails to service staff.
• All other duties as assigned.

Expectations

• Personal responsibility for complete customer satisfaction.
• Meet and exceed service program incentives, including closing events and collecting COD. Consistent growth and improvement in the service program incentive.
• Work productively as a team with Service Coordinators.
• Communicate all changes in schedule, including falling behind schedule, cancellations, product issues, and/or extra time to complete an unscheduled event with the customer and enter information in the service event.
• Follows established schedule and procedures.

Skills

• Effectively & efficiently handle customer concerns; excellent verbal communication
• Maintain a clean driving record; maintain a clean criminal record
• Read a tape measure
• Calculate measurements in feet & inches, temperature in degrees Fahrenheit, and dew point with a calculator or by hand
• Operate various hand and power tools, such as nail gun, staple gun, hammer, single-blade utility knife, circular saw, level, square
• Read and understand written and oral instructions; make comparisons; intermediate analytical ability.
• Ability to visualise concepts and products, and explain these orally to a customer or coworker

Attitudes

• Demonstrates a professional manner.
• Enjoys working alone.
• Listening; empathy
• Problem-solver; creativity
• Personal responsibility, dependable, coachable, team-oriented
• Emotional stability, confidence, positive attitude
• Customer-driven; Sense of urgency
• Detail-oriented, mechanical aptitude

Physical Requirements: Must be able to:

• Walk or stand
• Lift and carry objects >50 lbs. using safe lifting techniques
• Climb steps, stairs, ladders, scaffolding, etc. (not afraid of heights)
• Drive on public roads
• Use hand tools (as described above)
• Visually examine or inspect the material
• Deal with employees, customers, or supplies in high-stress situations
• Work in an area that may be very unpleasant due to extreme temperatures, odours, noise, dirt, dust or other conditions
• Work with little to no supervision

Disclaimer: By submitting your application for this position, you are agreeing to receive communication from Cannon Jeffries Search Group, which may include calls, texts, and emails. You have the option to unsubscribe from email communications or remove yourself from SMS messaging by replying 'stop' at any time.