Service and Warranty Manager

$52,000 - $65,000/Yr

Ikon Windows And Doors - Satellite Beach, FL

posted 24 days ago

Full-time - Manager
Satellite Beach, FL

About the position

The Service & Warranty Manager at IKON Windows and Doors is responsible for leading and managing the Service & Warranty Department, ensuring clear communication with both internal and external customers. This role focuses on addressing service and warranty-related issues promptly, maintaining quality control, and developing a warranty program for past customers. The position requires strong organizational and communication skills, as well as the ability to manage multiple tasks effectively.

Responsibilities

  • Field initial customer service calls and emails promptly (24 hours or less).
  • Schedule service jobs and technicians.
  • Communicate with IKON Tech(s) to relay service issues and ensure all materials are in-house.
  • Initiate the service ordering process for each related vendor and track order acknowledgments and ship dates.
  • Order and track service material or part replacements, checking with vendors for updates.
  • Oversee and track customer issues, scheduling service calls and keeping clients informed of their status.
  • Manage all open tickets to ensure vendor warranty work claims are submitted.
  • Manage the Service Center Board in Jobnimbus to ensure urgent job completion and customer satisfaction.
  • Maintain current project files, records, work orders, and correspondence in CRM.
  • Manage backup plans for team members' absences and maintain constant communication with key builders/accounts.
  • Prepare information and research as requested, including data entry for material and financial entries.
  • Work with the Finance Manager to bill vendors.
  • Manage the Service/Warranty Van inventory and ensure technicians have necessary resources.
  • Audit warehouse stock parts every ninety days.

Requirements

  • MAC proficiency along with Google Workspace.
  • Excellent communication skills both internally and externally.
  • Detail-oriented with outstanding organizational skills.
  • Excellent computer skills, both written and verbal, as well as reading and comprehension skills.
  • Proficient ability to detect errors and provide solutions.
  • Proficient in collecting data and generating reports.
  • Ability to download mobile applications on personal devices.
  • Good driving record.

Nice-to-haves

  • Experience in managing service and warranty departments.
  • Familiarity with CRM systems and Jobnimbus.
  • Experience in the construction or home improvement industry.

Benefits

  • Competitive salary ranging from $52,000 to $65,000 per year.
  • Company vehicle for on-site audits and service calls.
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