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Service Technician

Posted June 24, 2019

Job Title: Service Technician
Department: Service
Reports To: Service Manager
FLSA Status: Hourly – Non-Exempt
Date Prepared: June 2019

The Service Technician inspects, repairs or adjusts Pella windows and doors in the field; in accordance to manufacturer’s specifications. Diagnoses product issues, determines resolution plans, and communicates to customer the necessary parts, tools, and time frame needed to complete jobs.

PRINCIPAL DUTIES AND RESPONSIBILITIES include the following, but not limited to:

Responsible for working with service request repair orders to survey the extent or need for repair of the product(s).

Install products and accessories sold by the company as required.

Provide repairs or replace parts according to manufacturers specifications using hand held power tools and referring to the repair manual as needed.

Responsible for making recommendations for corrective measures needed on difficult or complicated field problems.

Replace insulating or single pane glass in wood, fiberglass, and vinyl windows and doors.

Install accessory items such as window shades, blinds, grids (muntins), screens, etc.

Provide customers with helpful information on care, operation, and maintenance of their Pella products.

Adjusting, shimming, anchoring, altering wood products with skills likened to that of cabinet-making, door and window installation, or trim carpentry.

Performs any other task assigned by the supervisor or company in support of company goals or assistance with customer issues.

Maintain service van in very good condition, including truck stock of commonly used repair parts.

Responsible for abiding by all state vehicle/driving regulations. Must maintain valid driver's license and clean driving record.

Maintain company standard regarding personal appearance. Wearing proper uniform, maintaining appropriate hair (including facial) at all times.

Demonstrate attention to detail.

Identify and resolves problems in a timely manner; Gathers and analyzes information skillfully.

Speak clearly and persuasively in positive or negative situations; listens and gets clarification; respond well to questions.

Writes clearly and informatively; Edits work for spelling and grammar.

Safety and Security - Observes safety and security procedures; Reports potentially unsafe conditions; Uses equipment and materials properly.

Adaptability - Adapts to changes in the work environment; Able to deal with frequent changes, delays, or unexpected events. Must be consistent at work and on time.

Initiative - Seeks increased responsibilities; Looks for and takes advantage of opportunities; Asks for and offers help when needed.

Possess excellent customer service skills.


Education and/or experience - High school diploma or general education degree (GED); or three to six months of related and/or training or equivalent combination of education and experience. Prior knowledge of general construction applications and terminology and/or window and door applications or components is required. Prior experience with power tools is required (i.e. table saw, circular or miter saw, pneumatic nail gun, power drill, etc.)

Communication Skills - Excellent verbal and written English language skills are required as well as good customer service skills - in person or on the phone.

Professional Skills - Must be a team player and exhibit a strong desire to learn and promote self-growth. Must be pro-active, self-motivated, and have demonstrated ability to follow assignments through to completion. Attention to detail is required. Must be able to develop trust, respect, and confidence of customers, coworkers, and managers. Must be able to problem solve, think clearly, creatively, and positively when faced with obstacles. Must present a clean and neat physical appearance

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 to talk or hear. 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. Repetitive body motions may be required. Time commitment required of this position will vary with the seasons.

Work Environment - Work environment with this job include warehouse facilities, company service vehicle, customer jobsites in all phases of construction or completed homes with furnishings. Exposure to the elements is possible in all types of weather conditions.