Job Location: Brookfield

Job Summary

The Service Technician is responsible for servicing our Pella products in customer homes and businesses while providing an exceptional customer experience.

 

Essential Job Duties/Responsibilities

Responsible for the execution of activities, achievement of results and display of behaviors within the role on an ongoing basis.

 

  1. Responsible for the recovery and service of any and all service related jobs.
  2. Provide material list with quantity and specified part for service schedulers to order parts.
  3. Take and document pictures of all service issues as needed.
  4. Work with schedulers and Service Manager on out of warranty services for labor rates and estimate of hours to complete.
  5. Follow processes and procedures, (ex. product discrepancies).
  6. Collaboratively work with both the Sales Team and the Schedulers for reorders and reschedules of jobs.

 

Results (33.3%)

  1. Customer Service – Internal and External
  • Customer surveys, efficiency

 

Behaviors (33.3%)

  1. Embrace our Vision and Expectations through personal demonstration within the company.
  2. Represent the company to the customer by presenting a professional image and conducting business to the highest standards possible.
  3. Hold self accountable to performance goals.
  4. Consider the owners, employees and customers when making well-informed decisions.
  5. Have a positive outlook and the passion to turn challenges into opportunities.
  6. Maintain current knowledge of products and industry trends by attending seminars, member associations and reading industry information.
  7. Provide customer service to internal and external customers which consistently exceed expectations.
  8. Consistently demonstrate the desired competencies related to the this position (stated below):

 

Competency Set

  1. Team Player
  2. Informal Communication
  3. Problem Solving & Decision Making
  4. Composure
  5. Customer Orientation
  6. Energy
  7. Integrity

 

Education/Qualifications

  1. Experience with Microsoft Office (Excel, Word and Outlook) required.
  2. Proficient knowledge of OMS, PQM and Service Module.
  3. Construction, window or door experience preferred.

 

Physical/Environmental   Hazards:

  • Must be able to push/pull windows using a force of 45-250 lbs.
  • Must be able to lift and carry materials weighing 35-75 lbs.
  • Must be able to push and pull 100-600 lbs. of force on a frequent basis.
  • Must be able to spend eight hours or more on his/her feet.
  • Work well in a fast pace environment.
  • Work great not only as part of a team but individually.
  • Attention to detail a must when completing paperwork

Job Summary

The Retail Project Manager provides assistance in all areas of service and installation as needed.

 

Essential Job Duties/Responsibilities

Responsible for the execution of activities, achievement of results and display of behaviors within the role on an ongoing basis.

 

  1. Assess and address any Recovery situations. Complete small installs that crew was unable to finish due to time restraints or weather.  Finalize punch list items for customer completion.
  2. Schedule a minimum of 10 jobsite visits per week. Each visit will be documented via pictures of jobsite, and Job in Progress form will be filled out showing crew tendencies, and Pella Installation standards and processes are being followed.
  3. Work with Installation Manager on best practices for constant improvement of CSR. Weekly individual meetings with Retail Management team to address crew’s strengths and weaknesses.  Partner with Installation Manager on crew documentation for poor CSR and FTC.
  4. Work with Installation Manager to ensure crews are using Lead Safe, Fall Protection, and all mandated safety requirements.
  5. Develop a spot inspection policy for all crews using our trailers. Ensure trailers are being maintained and up to DOT specifications.
  6. Back up Retail Project Coordinator. Assist in both booking orders and recoveries during our busier season (June – December).
  7. Involved with daily PSI updates and meetings between Installation Manager and RPC’s. Assist in ensuring crews are compliant and trained completely on PSI.
  8. Assist Installation Manager in ensuring job signs are being utilized by Field Specialist and crews.
  9. Responsible for taking and documenting pictures of jobsites, partnering with Installation Manager for crew accountability on Pella standards and expectations.
  10. Confirm job-site suitability for the install process and work with homeowner to resolve any discovered issues.
  11. During job visits, ensure homeowner’s complete understanding of the install process and what they can expect from the Pella Retail Installation Process; i.e.…setting realistic expectations with the homeowner.
  12. If product discrepancies are found, follow the prescribed process for correction.
  13. Assist Installation Manager in assembly of installation kits for jobs.  This includes pulling caulk, coil, tape, foam, and trim nails from stock and delivering to the installer’s storage sheds for upcoming installs.
  14. Make emergency material runs to VerHalen vendors and delivering any material to jobsites as needed.

 

Education/Qualifications

  1. Three to five years of window installation knowledge.
  2. Proficiency with OMS, PDQ and PSI
  3. Experience with Microsoft Office (Excel, Word and Outlook) required.
  4. Valid driver’s license

 

Physical Requirements

  1. Must be able to push/pull windows using a force of 45-250 lbs.
  2. Must be able to push and pull 100-600 lbs. of force on a frequent basis.
  3. Must be able to bend 50% of the workday to work on windows or pick up materials.
  4. Must be able to stand & walk up to 99% of a normal workday.

Job Summary
The On-Site Project Assistant aids in recovery and closeouts. The focus is support based to ensure the completion of trade projects.

Essential Job Duties/Responsibilities
Primary responsibility is to ensure trade project completions and maximize customer satisfaction.

Activities
1. Work with all necessary parties to provide and coordinate recovery items.
2. Install accessories.
3. Jobsite walk throughs & finalize punch list.
4. Initial diagnostics and troubleshooting.
5. Assist in project safety and implement of Zero Injury Program.
6. Assist in the planning, coordinating and supervision of on-site functions including, but not limited to the following: scheduling, material control, procurement, safety and provide day to day support to installation manager as needed.
7. Assist in the coordination of subcontractors, labor relations, and customer interface.
8. Attend project meetings as directed by project manager. Assure that minutes and notes are maintained distributed and backed- up of all meetings on-site with owner, other contractors, subcontractors, etc.
9. Make emergency material runs to Pella Windows & Doors of Wisconsin vendors and delivering any material to jobsites as needed.
10. Perform additional duties per supervisor’s direction.

Results
1. Correct and Complete Closeout.
2. Scheduling & Execution.
3. Communication/Coordination with customers, crews, and all departments.
4. Individual Goal Achievement.
Behaviors
1. Embrace our Vision and Expectations through personal demonstration within the company.
2. Represent the company to the customer by presenting a professional image and conducting business to the highest standards possible.
3. Hold self-accountable to performance expectations.
4. Consider the owner, employees and customers when making well-informed decisions.
5. Have a positive outlook and the passion to turn challenges into opportunities.
6. Maintain current knowledge of products and industry trends.
7. Provide customer service to internal and external customers which consistently exceed expectations.
8. Dress with company logo apparel for easy identification.
9. Consistently demonstrate the desired competencies related to this position (stated below):

Competency Set
1. Team Player
2. Active Communications
3. Organization & Planning
4. Problem Solving & Decision Making
5. Composure
6. Customer Orientation
7. Adaptability/Flexibility
8. Industry & Product Knowledge

Education/Qualifications
1. Effective written and verbal communication skills.
2. Experience with Microsoft Office (Excel, Word and Outlook) required.
3. Valid driver’s license.
4. Previous field construction experience preferred.
5. Ability to be an effective team member and handle projects responsibly.

Physical Requirements
6. Must be able to push/pull windows using a force of 45-250 lbs.
7. Must be able to bend 50% of the workday to work on windows or pick up materials.
8. Must be able to stand & walk up to 70% of a normal workday.

Job Summary

The Building Materials Sales Representative (Rep), is responsible for selling products to home builders, developers and remodelers. Building Materials Sales Reps build relationships with customers to proactively sell our products while providing exceptional customer service.

 

Essential Job Duties/Responsibilities

Responsible for the execution of activities, achievement of results and display of behaviors within the role on an ongoing basis.

 

Activities (20%)

  1. Own the full sales process by:
    1. Pre-planning
    2. Assessing customer needs
    3. Demonstrating product application
    4. Seek and write production specification
    5. Estimating at the bidding stage
    6. Executing product sales and delivery
    7. Following up on product installation
    8. Ensuring customer satisfaction
  2. Gain new business through cold-calling, networking and referrals
  3. Utilize electronic systems and software to quote products and manage your business

Results (60%)

  1. Sales
  • Production, bookings, # of prospects converted, territory management %
  • YPO
  1. Customer Service – Internal and External
  • CSR Score
  1. Accuracy
  • Free Stuff Report, % of errors
  1. Individual Goal Achievement

 

Behaviors (20%)

  1. Embraces our Vision and Expectations through personal demonstration within the company.
  2. Positively represents the company to the customer by presenting a professional image and conducting business to the highest standards possible.
  3. Holds self accountable to performance goals.
  4. Considers the owner, employees and customers when making well-informed decisions.
  5. Has a positive outlook and the passion to turn challenges into opportunities.
  6. Maintains current knowledge of products and industry trends by attending seminars, member associations and reading industry information.
  7. Delivers service to internal and external customers which consistently exceed expectations.
  8. Consistently demonstrate the desired competencies related to the this position (stated below):

 

Competency Set

  1. Relationship Building
  2. Informal Communication Skills
  3. Listening Skills
  4. Growth Orientation
  5. Energy
  6. Initiative
  7. Results Orientation
  8. Industry Knowledge

 

Education/Qualifications

  1. Two – four years of outside sales experience preferred.
  2. Construction and architectural experience preferred.
  3. Experience with in the window or construction industry preferred.

Job Summary

The Retail Sales Representative (Rep), is responsible for selling products to homeowners. Retail Sales Reps meet with customers in the showroom and in the home to proactively sell our products while providing exceptional customer service.

 

Essential Job Duties/Responsibilities

Responsible for the execution of activities, achievement of results and display of behaviors within the role on an ongoing basis.

 

Activities (20%)

  1. Own the full sales process by:
    1. Pre-planning
    2. Assessing customer needs
    3. Demonstrating product application
    4. Executing project evaluation, measuring, and quote
    5. Executing product sales and delivery
    6. Following up on all stages of the sales process
    7. Writing Thank you and Congratulations cards
    8. Ensuring customer satisfaction
  2. Gain new business through networking, canvassing and referrals
  3. Utilize electronic systems and software to quote products and manage your business

Results (60%)

  1. Sales
  • Company-generated Closing Rate
  • YPO
  1. Customer Service – Internal and External
  • CSR Score
  1. Accuracy
  • Free Stuff Report
  1. Individual Goal Achievement

 

Behaviors (20%)

  1. Embraces our Vision and Expectations through personal demonstration within the company.
  2. Positively represents the company to the customer by presenting a professional image and conducting business to the highest standards possible.
  3. Holds self accountable to performance goals.
  4. Considers the owners, employees and customers when making well-informed decisions.
  5. Has a positive outlook and the passion to turn challenges into opportunities.
  6. Maintains current knowledge of products and industry trends by attending seminars, member associations and reading industry information.
  7. Delivers service to internal and external customers which consistently exceed expectations.
  8. Consistently demonstrates the desired competencies related to the this position (stated below):

 

Competency Set

  1. Relationship Building
  2. Informal Communication Skills
  3. Listening Skills
  4. Growth Orientation
  5. Energy
  6. Initiative
  7. Results Orientation
  8. Risk Taking
  9. Industry Knowledge

 

Education/Qualifications

  1. Two – four years of outside sales experience preferred.
  2. Experience with Microsoft Office (Excel, Word and Outlook) required.
  3. Experience with in the window or construction industry preferred.

© All Rights Reserved.