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Installation Field Specialist

📁
Operations
📅
20002514 Requisition #


Position Overview:

The Installation Field Specialist works to ensure that installations are completed per Pella Manufacturing Installation Instructions. This position will also provide support to the sub-contracted installers as needed.  This position will also be charged with the accurate and timely completion of the order verification process (virtual and in person). This includes gathering correct job site and product requirements and clearly communicating the installation processes to set realistic expectations with our homeowner customers.  This position may also provide installation recovery work as needed.  Continually strive for 100% “Very Satisfied” customers. 


Responsibilities/Accountabilities includes the following, but not limited to:

  • 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

  • Assist with initial sub-contractor sourcing and with the assimilation of the sub-contractors

  • Communicates effectively with customers and serves as a reputable Pella representative on all job-sites

  • 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. 

  • 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.

  • Works with both the sales team and installers to ensure cost containment.

  • Delivers missing items needed for installations to job sites to increase first time completion rate as needed

  • Provides training as needed to Retail Sales Consultants

  • Performs installation recovery work following installations

  • Performs any other necessary task assigned by the supervisor or company in support of company goals or assistance with customer issues

  • Maintains assigned vehicle

  • 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.


Skills/Knowledge:

    • Must have knowledge and experience to take and record accurate measurements.
    • Strong construction knowledge
      • Interpersonal skills
      • Communication skills: written, verbal and listening
      • Strong organization, time management and problem-solving skills
      • Adaptability to daily changing situations
      • Ability to multi-task
        Proficiency with Microsoft® Office and smart devices, and ability to learn internal software programs and applications.
Travel

Must be able to drive to job sites and customer/contractor locations and required company functions at various locations.


Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

 

Education and/or Experience

Bachelor’s degree (B.A.) from four-year college or university preferred; or five to ten years related experience and/or training, or equivalent combination of education and experience. Prior knowledge of general construction applications and terminology and/or window and door applications or components is required. Prior experience with power tools is required (i.e. table saw, circular or miter saw, pneumatic nail gun, power drill etc.) Remodeling and/or window and door replacement experience is required.  Active Contractors License preferred.

 

Language and Communication Skills

Excellent verbal and written English language skills are required as well as good public relations, instructional/teaching, and customer service skills.  Ability to effectively present information to others, gather information from others, and respond appropriately to questions from employees, managers, co-workers, agents, and customers.  Must be able to resolve conflict in the best interests of the business and our customers.  Must display excellent phone and email etiquette, and the ability to communicate in a professional manner.  Must be able to make eye contact and present appropriate persona for the situation when interacting with fellow employees or waiting on a customer/visitor in person on a regular and consistent basis. 

 

Professional Skills

Must be a team player and exhibit a strong desire to learn and promote self-growth.  Must be pro-active, have a good attitude, be self-disciplined, and self-motivated. Attention to administrative detail is required.  Must be articulate, able to give clear instructions, demonstrate organizational skills, and meet reasonable deadlines. Must present in a clean and neat physical appearance and strictly abide by company dress code serving as a role model for other employees, customer and visitors.

 

Mathematical and Reasoning Skills:

Ability to solve practical and arithmetic problems and deal with a variety of concrete variables in situations where only limited standardization exists. 

 

Must have ability to solve practical problems without close supervision. Must possess good thought processes, problem-solving skills, and investigative theory. Must be able to use sound judgment and make objective decisions in the company's best interest at all times. Must be able to demonstrate ability to synthesize people and events, problem solve, and engage individuals in effective conversation.

 

PHYSICAL DEMANDS 

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals to perform the essential functions.

 

While performing the duties of this job, the employee is regularly required to sit and use hands to finger, handle, or feel, especially with use of the phone and computer.  The employee frequently is required to reach with hands and arms and talk or hear especially in use of the telephone and meetings.  The employee is occasionally required to stand, walk, stoop, kneel, crouch, or crawl.  The employee may occasionally lift and or move up to 50 lbs.  Specific vision abilities required by this job include close vision, and ability to adjust focus to read written company forms, correspondence, policies, brochures, state/local/federal employment law manuals, and other documents and reading materials as well as the computer.

 

Must be available to work outside a "normal" work week (overtime) as necessary, including evenings and weekends. Time commitment required of this position will vary with the seasons. 

 

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.  Reasonable accommodations may be made to enable individuals to perform the essential functions.

 

Primary work location will be designated at the time of hire.  The employee may be required to enter the company's warehouse located at same address or other locations on a regular basis.  There may be occasions whereby work locations will include job sites or showroom locations.  There may also be occasions when the employee will be expected/able to perform duties at home such as reading professional and/or research materials, making and accepting phone calls, composition of forms, correspondence, reports, etc. on the computer.  The noise level in the work environment is usually low to moderate in Administrative office and moderate in the warehouse.

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