Service Manager

Job Description

Job Description

Our Vision : "We aspire to be the trusted partner in every homeowner's journey towards a safer, more beautiful, and energy-efficient living space. With a steadfast commitment to excellence, we strive to leave a legacy of transformed homes and delighted families, forever woven into the fabric of our communities".

Renewal by Andersen is a High-End Window and Door Replacement Company – the Elite Product in the Industry. We offer our customers a signature service experience unlike any other. Because our product is top of the line, our customers have high expectations that we must meet or exceed. Our goal is to delight our customers throughout the process and every member of our team should strive to do their best to provide this type of experience for our homeowners.

• Check out this video to see who we are! https : / / vimeo.com / 543689842 / eac87297f0

What We Offer :

An Award-Winning Work Environment - Awarded Top 10 Best Place to Work 3yrs in a Row by the Orlando Business Journal and Orlando Sentinel!

Paid Time Off & Six Paid Holidays

Health, Dental, Vision, & Life Insurance

Opportunities for Professional Growth & Advancement

Salary : $65,000yr Quarterly Bonus

Schedule : Monday - Friday (Full Time) w / Occasional Weekend Availability

Required Weekly Travel throughout Cocoa Service Locations - Including Palm Bay & Vero Beach ( Monthly Vehicle Allowance & Fuel Card Provided for Personal Vehicle)

The Service Manager manages all aspects of field service organization activities, including the definition and coordination of service processes that directly support field service activities, to ensure effective and efficient delivery of customer service. Develops and fosters a customer-focused, high-performance service organization.

Responsibilities :

Establish and preserve high customer service expectations, preserving established integrity and coordinates resolution of service-related problems with homeowners, requiring jobsite visits and negotiations; recommends financial restitution or other service solutions to service claims.

Recruit, select, and train team members, including customer service coordinators and service technicians, both internal and external. Develops service contingency plans when necessary.

Direct, supervise, and train all internal and external Service Technicians, ensuring proper techniques are followed. Monitor performance, quality and timeliness of service activities.

Develop and maintain ongoing service training program for field service technicians, including technical information, problem solving, and customer resolution.

Conduct field inspections, ensuring installation and service methods / standards are being followed, minimizing service calls; takes corrective action when necessary.

Provide continuous feedback to install manager and crews pertaining to quality of work at jobsites.

Assist installation manager in monitoring crew quality via field inspections as required, based on service history analysis.

Direct and supervise customer service coordinators (those who execute service processes) ensuring highest levels of customer service are met.

Manage warranty reimbursement program, maximizing internal efficiencies to ensure the profitability of the program.

Develop partnership with corporate office to define and develop corrective action plans and procedures that can be used in the field to solve product issues; consult on potential factory fixed; act as field representative at corporate DQAT meetings; identify and recommend appropriate improvements to processes or technology.

Conduct service team meetings as required

Manages the development of reports and analysis of field service activity levels to ensure optimum performance to meet objectives.

Develops and monitors appropriate assignment of tasks, clearly communicates expectations, and adjusts staff levels and resolves conflicts when necessary. Ensures appropriate tools and resources are available. Leads the development of employees and teams by providing constructive feedback, coaching, and educational and growth opportunities.

Improves and maintains service quality by enforcing policies and procedures, collaborating with other functional areas and encouraging employee participation in solutions.

Prepares and manages budgets, schedules expenditures, and initiates corrective actions.

Maintains professional and technical knowledge through formal and informal continuing education opportunities.

Requirements :

High School Diploma or Equivalent

At least 5-7yrs of Construction Field Experience

At least 3-5yrs of Installation or Service Technician Experience

At least 1-3yrs of Managerial / Leadership Experience

Previous Window / Door Replacement Experience is a Plus

Demonstrated analytical problem-solving and decision-making skills; follow a systematic approach in situational analysis and definition; arrive at acceptable solutions

Previous customer service experience and conflict resolution skills required

Knowledge of applicable building codes and construction techniques.

Previous work experience in recruiting and managing independent contractors.

Basic computer skills and MS Office suite proficiency

Ability to work and lead in a team environment.

Our Company Culture is one that strives "to provide an exceptional employee experience that leads the way to delighted customers. We encourage our employees to achieve their personal and professional goals. Our continuous success is the result of our inclusive, collaborative, and positive environment ”.

Renewal by Andersen® careers offers unrivaled opportunity! Our employees bring to life our key core values : integrity, alignment, achievement, balance, and commitment. If these values are also important to you, we want you on our team!

We provide equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

Salary : $65,000