Service Technician Supervisor

Brookfield, Green Bay
Posted 2 weeks ago

Job Summary

The Service Technician Supervisor is responsible for overseeing the service technicians and 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.

 

Activities (33.3%)

  1. Oversee service technicians in the field.
  2. Responsible for escalated service visits and calls.
  3. Field calls from internal customers regarding parts and repairs.
  4. Coach all new and current service technicians to ensure providing best customer service and following team expectations.
  5. Work with service technicians on additional parts needed for jobs to make sure orders are correct and accurate information is provided.
  6. Responsible for the recovery and service of any and all service related jobs.
  7. Take and document pictures of all service issues as needed.
  8. Work with Customer Experience Manager and Call Center Supervisor on out of warranty services for labor rates and estimate of hours to complete.
  9. Follow processes and procedures, (ex. product discrepancies).
  10. 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

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