Service Manager

About the position

The Service Manager is responsible for managing the service department, which includes leading a team of field technicians, a coordinator, and a warehouse manager. This role involves ensuring effective communication with customers, service technicians, and installers, as well as overseeing various service processes to maintain high standards of service delivery.

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
• Work hand in hand with Production Dept. on new services and completing installations
• 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

Requirements

• Experience in window & door installations/service preferred
• Strong customer service and communication skills

Benefits

• Three comprehensive Medical plans
• 401k with company match
• Generous paid time off