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Product Applications Service Coordinator
Product Applications Service CoordinatorPella • Saint Louis, MO, US
Product Applications Service Coordinator

Product Applications Service Coordinator

Pella • Saint Louis, MO, US
[job_card.variable_days_ago]
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  • [job_card.full_time]
[job_card.job_description]

Job Description

Job Description

Salary : Summary

The Product Applications & Service Coordinator supports customers, installers, and project managers by coordinating all service and product application needs related to Pella window and door installations. This role ensures that service appointments, warranty claims, product application guidance, and technical inquiries are handled efficiently and accurately. It requires strong organizational skills, knowledge of Pella products, and the ability to communicate clearly with homeowners, contractors, service technicians and installation teams.

Key Responsibilities :

Customer Support & Communication

  • Serve as the primary point of contact for homeowners and service technicians requiring service on Pella windows and doors.
  • Explain product features, installation considerations, and proper application methods specific to Pella products.
  • Handle post-installation questions, warranty concerns, and service follow-ups.
  • Communicate appointment times, service timelines, and technician details to customers

Service Scheduling & Coordination

  • Create and manage all service orders, including warranty claims, repair requests, glass replacements, and adjustments.
  • Schedule service technicians for field visits, ensuring proper time allocation, tools, and materials are prepared.
  • Coordinate with installation managers to address product-related issues that arise during active construction projects.
  • Track service work through completion, ensuring timely resolution and customer satisfaction.

    • Product Application & Technical Support

  • Provide guidance on proper installation requirements, clearances, performance ratings, and application suitability for Pella windows and doors.
  • Assist contractors and installers in understanding Pella installation guidelines and best practices.
  • Troubleshoot common issues such as air / water infiltration, operational concerns, or material fitment, escalating complex issues to Pella technical support when needed.
  • Keep up-to-date with Pella product releases, installation methods, and warranty processes.

    • Order Review & Documentation

  • Review project orders and installation documentation to verify accuracy of product sizes, configurations, finishes, and accessories.
  • Prepare and update service reports, job notes, inspection findings, and customer communication logs.
  • Maintain accurate records in CRM and service platforms (e.g., Pella Connect, Salesforce, or other scheduling systems).

    • Coordination with Internal Teams

  • Collaborate with sales consultants to clarify product specifications and application questions during project planning.
  • Work with warehouse / logistics staff to ensure service parts, replacement units, and materials are ordered and staged for field technicians.
  • Provide feedback to managers and sales teams about recurring installation or product issues.

    • Quality, Warranty & Compliance

  • Interpret Pella warranty terms to determine service eligibility and required documentation.
  • Ensure that all service work aligns with Pella installation standards and local building codes.
  • Support quality assurance efforts by identifying patterns in product defects, installation problems, or application inconsistencies.

    • Qualifications

    Education & Experience

  • Experience in construction, window / door installation, service coordination, or a related field (Pella or similar brands strongly preferred).
  • Knowledge of residential building practices, framing, and fenestration terminology.
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