Field Support Technician
On-siteSalt Lake City, Utah, United States
Job Summary
Respond promptly to Trade customer service requests, prioritizing issues based on urgency while resolving cases within the Service Level Agreement. Diagnose product and installation concerns, determine corrective actions, and identify required service parts to efficiently resolve service cases. Perform field service work with professionalism, technical expertise, and exceptional craftsmanship, completing every appointment safely, efficiently, and on schedule. Collaborate with the Service Manager and Trade Sales team to resolve discrepancies and enhance overall customer experience. Coordinate with Operations to ensure efficient scheduling and maintain accurate service documentation across multiple systems. Serve as the subject matter expert for Trade service, providing technical guidance and monitoring recurring trends to improve products and processes.
Required Qualifications
- Previous experience servicing windows and doors
- Prior Pella product experience
- Strong knowledge of Pella products
- Ability to interpret technical drawings, measurements, specifications, and service documentation with accuracy
- Experience using CRM platforms, service management software, and order entry systems
- Strong troubleshooting, problem-solving, and decision-making skills
- Exceptional attention to detail and commitment to quality
- Excellent communication and interpersonal skills
- Strong organizational, prioritization, and time management skills
- Ability to effectively communicate technical information to customers, contractors, managers, and internal teams
- Self-motivated with a strong sense of ownership, accountability, and follow-through
- Commitment to delivering outstanding customer experience
- Ability to stand, walk, reach, climb, balance, use hands, and communicate effectively
- Ability to kneel, crouch, crawl, stoop, work from ladders, scaffolding and jobsite lifts, and work in various environments
- Ability to lift and/or move up to 75 pounds
- Ability to safely operate a company vehicle
- Must successfully pass a background check and drug screening
- Local travel to customer job sites throughout the service area
- Some overnight travel
Desired Qualifications
- Prior Pella product experience
- Salesforce experience
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