Service & Installation Technician (Ottawa)

6 months ago

Ottawa, Canada Pella Corporation Full time

Pella Windows & Doors of Ontario is looking for a Service & Installation Technician in the Ottawa area.

**Installation Related Responsibilities**:

- Responsible for the timely execution of the Order Verification process.
- Responsible for setting realistic expectations with the homeowner of what they can expect from the Pella Installation Process.
- Performs job site inspection to assess home for water intrusion, rot, mold and other issues.
- Assess quality of sub-contracted installations and give feedback to management as needed.
- Assist the installation teams, project coordinators, and sales team in formulating the Recovery Plan for installation projects as needed.
- Confirms job-site suitability for the install process and work with homeowner to resolve any discovered issues. Provides photos and documentation when applicable to assist installation teams.
- Works with both the sales team and installers to ensure seamless order fulfillment and cost containment.
- Delivers missing items needed for installations to job sites to increase first time completion rate as needed

**Service Related Responsibilities**:

- Performs and completes service tasks as assigned on Pella products in the field.
- Diagnoses and problem solves 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 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.

**General Duties & Responsibilities**
- Communicates effectively with customers and internal team members, and serves as a reputable Pella representative on all job-sites.
- Performs any other necessary task assigned by the supervisor or company in support of company goals or assistance with customer issues.
- 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 Sales Consultants, Service Technicians and team members as requested.
- Seeks out continuous improvement opportunities related to installation, recovery and service processes.
- Maintains assigned Company vehicle and coordinates with Manager as needed on vehicle maintenance requirements.
- Uses, maintains, and stores company provided tools appropriately.
- Meets company safety requirements by keeping work area neat and clean, following safety precautions and wearing required safety apparel (i.e. shoes, safety glasses, fall protection, etc.), and reporting any safety issues to the manager.
- Must have a valid driver’s license and be in compliance with company Fleet Safety Policy.

Qualifications:
- High School Diploma and/or Technical school-
- Field service experience required, preferably in the window & door industry or home construction industryFamiliarity with computer systems is required-
- Experience with power tools required-
- Excellent customer service and communication skills-
- Must have a valid Ontario Driver’s LicenceWe offer:

- Competitive compensation
- Comprehensive benefits package including Medical, Dental, and Group RRSP
- Excellent Training program
- Reputation of the Pella Brand
- Career Development Opportunities
- Pella Windows & Doors of Ontario (Pella) is committed to providing accommodations for people with disabilities through all aspects of the hiring process. Applicants must make their needs known in advance._

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