Tech, Service Lead SS

Position Overview:  

The Lead 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 Lead 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. The Lead Service Technician will assist in training employees in proper techniques, procedures, efficiency and safety used to achieve Pella quality standards. Will provide a periodic assessment on progress against the scheduled efficient manner while maintaining a customer-focused attitude. Will be required to motivate and direct employees in day-to-day work assignments as well as other duties assigned based on business necessity. 

 

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 

 

 

Leadership Responsibilities: 

Provide support to other technicians while still performing own assigned duties 

Act as project lead on jobs where required 

Provides initial and ongoing training to Service Technicians 

Provide the ability to direct employees in the absence of detailed instructions and supervision 

Maintains company safety and quality standards including implementation and training 

Assists co-workers as a resource for analyzing and resolving work problems 

Initiates or suggests plans to motivate workers to achieve work goals 

Facilitates teamwork between the Service Technicians & CSRs and fosters integration with other departments 

Communicates company and departmental objectives  

Promotes and facilitates continuous improvement activities in the department 

Performs other duties as assigned by Managers & Supervisors 

 

Skills/Knowledge: 

Provide superb customer experience   

Completes work in an efficient, timely and accurate manner  

Enjoys working in fast-paced environment with a high sense of urgency 

Ability to independently problem solve and make recommendations for resolutions 

Seeks out internal experts and u