Pay for Service Representative

40% Sell Pay for Service:

•  Promote the “Pay for Service” revenue generating service program.
• Gather complete, accurate information to ensure service profitability.
• Collaborate with Outside Service to ensure profitability.
• Must have the ability and skill set to “sell” product and/or labor.
• Knowledgeable of pricing programs -OMS, Labor rate, hours to perform tasks and discounts.
• Excellent product knowledge, all brands, current and obsolete products.
• High level of confidentiality when working the credit card process.
• Negotiate lead time with customer and service scheduling.
• Process quotes and orders for PFS jobs.

25% Customer Interaction, Communication (written and verbal) and Problem Solving:

• Ability to compose professionally written documents (quotes, letters and email) with accurate spelling and punctuation.
• Must have strong documentation skills and an understanding of the legal ramifications of the documentation.
• Communicates and negotiates in a way that favorably positions the Company to reach an acceptable resolution for all parties, often thinking “outside of the box”.
• Find solutions within company parameters
• Manage customer’s expectations
• Be empathetic with customers that are experiencing difficult service situations.
• Ability to utilize information in Print Book Viewer as a resource.
• Ability to build and utilizes key relationships with other departments and functional areas

20% Provide service process consultation to customers and co-workers:

•  Good product knowledge of all windows and doors (current and obsolete)
• Good knowledge of Marvin systems. (ICIM, Seibel, Microsoft Office, Online docs, Print Book Viewer, Imaging, OMS, MOS)
• Good knowledge of the Parts Manual and product history
• Must have good knowledge of product warranties for all brands
• Know how to date product and use glass etching for identification
• Identify old parts by pictures or description
• Knowledgeable of the Marvin Companies goals, vision and values
• Embraces change for the betterment of the company.
• Assists with maintaining and improving the department’s performance goals, specifically the profitability goals set each year, (Order processing, quoting, pricing accuracy is paramount)
• Utilizes the IIS program to seek improvements for the department or company.
• Contributes to the development of customer support strategies and plans
• Shares experiences and information with co-workers to assist them in resolving service issues
• Involved with the writing, training or auditing of department SWP’s
• Helps lead successful implementation of improvement initiative.

Key Competencies

• Business Acumen
• Interpersonal Effectiveness
• Learning Orientation
• Resilience
• Building Collaboration
• Team Leadership
• Creating Alignment
• Drive for Results

Knowledge/Skills/Personal Characteristics:

• Excellent product knowledge of windows and doors, all brands
• Excellent installation knowledge
• Excellent knowledge of product warranties; past and present
• Excellent problem solving and negotiation skills
• The ability to address and resolve complicated service issue with minimal supervision
• Excellent communication skills; verbal and written
• Excellent systems knowledge, OMS, Salesforce, ICIM, Seibel, Online Docs, Print Book Viewer, Special Calcs
• Good organizational skills
• Knowledge and understanding of Company goals, vision, values and competencies

Accountability Measures:

• Customer survey, customer feedback; written and verbal
• Seibel and Salesforce audits
• Documentation audits
• Workload: number of dollars sold, profitability of projects, number of Cases
• Low Cost of Poor Quality (COPQ)
• OMS quotes generated and Orders placed

• Two-year degree or equal work experience
• Excellent product and installation knowledge
• Excellent systems knowledge
• Excellent math skills
• Excellent communication and negotiation skills.

From people to products, Marvin is committed to creating better ways of living. When you join this family-owned and -led window and door company, you belong to a community full of opportunities. You also belong to one of America's Top 20 Large Employers of 2024, according to an exclusive ranking by Forbes Magazine. owned and -led window and door company, you belong to a community full of opportunities. 

For more than 100 years, we've been designing, building, and engineering premier products. Today, in our 16 locations across North America, we manufacture Marvin's portfolio of products, which includes Infinity Replacement Windows, TruStile Doors, and Marvin Coastline brands.

Together, we live our values and enjoy a culture that feels like home. Our better living approach to benefits supports you at work and beyond. From day one, you receive health insurance, paid holidays, paid parental leave, a 401(k) retirement savings match and more! A few unique offerings include:

• $300 annual wellbeing account to spend on whatever makes you happy + healthy
• Better Living Day! (a paid day off to go have some fun)
• $$ Annual profit sharing - get rewarded for the role everyone plays in making Marvin a success
• Giving at Marvin - join coordinated volunteer opportunities
• Brighter Days Fund - financial support thanks to your colleagues and the Marvin family should you suffer a personal hardship

When you belong to the Marvin team, it's all part of the package. Apply today!

This job posting is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities of the employee. Accommodation may be made to enable an individual with a disability to perform the essential functions of the position. Any employment offer depends on completing a background check and drug screen to company standards.