What are the responsibilities and job description for the Service Manager position at PGT Custom Windows and Doors?
Managing the service department involves leading a team of field technicians, a coordinator, and a warehouse manager.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
- Communication with Customers, Service Techs, and Installers
- Collect AR
- Train Techs on customer interaction, documentation, sign offs, and repairs
- Assist in processing and track RMA’s, work with warehouse and service staff on processes to ensure credits
- Visit services and support techs
- Field phone calls from customers and document issues in Lead Perfection and ensure issues are resolved
- Conduct service meetings throughout the week with staff
- Working hand in hand with Production Dept. on new services and completing installations
- Responsible for execution of the following:
- Proficient in Microsoft office software
- Follow up on service orders and contact customers
- Track orders and follow up on aged orders
- Ensure employees have materials and tools to do the job
- Oversee the RMA process and credits
- Make sure product is ordered immediately and correctly for project
- Follow up on ordering to ensure quick turn times
- Confirm all service agreements are uploaded and orders are placed
- Track services for completion and quality check
- Confirm contact of customers to update on material orders and expected start date
- Follow up on scheduling of all services and Caps and Covers
- Work with reputation person on positive feedback from customers
- Work with Tech each morning, collect paperwork from day before
- Training all new hires and continued education for existing
- Scheduling and routing services on day to day basis
- Reviewing map and vehicle tracker for on the spot/drop what your doing items
- Understanding how long a service takes to complete and the work that will go into it
- Logistics for schedule the day to day routes
- Offloading and reviewing product for accuracy and/or defects
- Ordering & Confirming service parts
SUPERVISORY RESPONSIBILITIES
- Service Techs
PHYSICAL DEMANDS / WORK ENVIRONMENT
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 with disabilities to perform the essential functions.
- Usual office environment with frequent sitting, walking, and standing, and occasional climbing, stooping, kneeling, crouching, crawling, and balancing.
- Frequent use of eye, hand, and finger coordination enabling the use of office machinery.
- Oral and auditory capacity enabling interpersonal communication as well as communication through automated devices such as the telephone.
- Must be able to lift up to 50lbs and assist in completion of service tasks.
EXPERIENCE:
- Window & door installations/service preferred
- Customer service and communication skills
