What are the responsibilities and job description for the Service and Warranty Manager position at IKON Windows and Doors?
Looking for someone to lead and manager our Service & Warranty Department with clear communication with internal and external customers.
Description
Service & Warranty Manager is responsible for managing all areas of service and/or warranty-related jobs urgently. This includes clear communication with our vendors and customers to ensure customer satisfaction. The Service & Warranty Manager will address any issues after installation, provide warranty documents, and maintain Ikon’s standard of quality control so that we deliver on our promise. The Service & Warranty Manager is also responsible for helping develop a warranty program that will offer IKON’s past customers an annual maintenance subscription.
This position is an Executive Leadership position and will be responsible to
- Attend the XLT L10 (Monday’s from 2:00 - 3:30 PM)
- Lead the Service & Warranty XLT (Needs to be scheduled)
- Attend any meetings scheduled or not scheduled as issues arise.
- Car included to go on-site audits.
GWC (Get It, Want It & Capacity to Do It)
- LMA
- Revenue Generation
- Labor Pipeline Management
- Work Order Pipeline
- Material & Service Back Changes
- Site Audits
RESPONSIBILITIES:
- Field initial customer service calls and emails promptly (24 hours or less).
- Schedule service jobs and technicians.
- Communication with IKON Tech(s) to relay the service issue(s), to make sure all material is in-house (order if necessary), and schedule appointments.
- Initiate the service ordering process for each related vendor to get the confirmed order acknowledgment and ship date into the related work order.
- Order & track service material or part replacements including proactively checking with the related vendor(s) to get the latest updates on the order.
- Oversee and track customer issues, and communicate with clients to schedule service calls and keep them informed of their status.
- Oversee all open tickets to ensure all vendor warranty work claims are submitted.
- Manage the Service Center Board in Jobnimbus and ensure they are getting completed urgently with the goal of job completion and customer satisfaction.
- Manage and maintain the most current project files, records, work orders, progress statuses, and correspondence in our CRM - both hard and digital copies.
- Manage backup plans to cover members' absences, previously Be in constant communication with our key approved builders/key accounts.
- Liaison for internal and external customers.
- Prepare information and research as requested.
- Data entry which can include material and financial (job cost entries).
- Responsible for working with the Finance Manager to bill the vendor.
- Management of the Service/Warranty Van (Inventory). Ensuring tech has all they need to be successful.
- Audit the warehouse stock parts every ninety (90) days to ensure it’s stocked. Order as needed.
REQUIREMENTS:
- MAC proficiency along with Google Workspace.
- Excellent communication skills both internally and externally.
- Detail oriented.
- Team Player.
- Excellent computer skills, both written and verbal, as well as excellent reading and comprehension skills.
- Outstanding organizational skills.
- Proficient ability to detect errors and bring solutions.
- Proficient in collecting data and generating reports.
- Ability to download mobile applications on personal devices.
- Travel within the county and possibly out of the county. This could also include attending conferences in Florida and out of state.
- Always follow IKON policy regarding best practices of a safe work environment, and safety protocols. (Refer to IKON Playbook).
- Good driving record.
PHYSICAL REQUIREMENTS
- Sit in front of a computer for long periods.
- Must be able to lift up to 25 pounds or more.
All applicants are REQUIRED to complete the Culture Index Survey.
https://surveys.cultureindex.com/s/NSi5iWRLjO/107210
Salary
$52,000 - $65,000 per year
Salary : $52,000 - $65,000