Field Service Manager
Territory Management
Territory management responsibility for the Enterprise field service job processes, in support of the Andersen warranty, non-warranty revenue opportunities/requests, and sales support for the enterprise suite of products (vinyl to big doors).
Manages Area responsible for the Enterprise field service job completions, in support of Andersen warranty, and Non-Warranty including revenue and profitability.
Responsible for maintaining performance to targeted service levels on KPI’s related to safety, customer experience, quality, and cost.
Customer Service Expertise
High functioning member of Area Market teams to provide service expertise in the markets in which they reside.
Creates a collaborative cross functional framework (Call Center, Marketing, Manufacturing, R & D, Legal) to deliver an exceptional customer experience representing the Andersen brand.
Solution Provider Leadership
Diagnoses customer product service needs and determines solutions for complex field issues in compliance with the warranty or outside the warranty as FSM deems appropriate to manage risk, both protecting the brand and jobsite safety.
Team Development and Training
Recruits, trains, and manages a network of highly qualified independent contractors and channel partners to complete service labor on behalf of Andersen.
Negotiates labor agreements, contracts, and territory assignments with these partners.
Creates and develops training in an individual and group environment that focus’s on product knowledge, service procedures, customer satisfaction and execution of job site specifics.
Acts as a business development coach for independent providers and channel service partners.
Provides VoC input and communicates product quality observations to appropriate Business Unit leadership to mitigate future product issues, improve performance, and improve customer experience.
Work Direction and Performance Evaluation
Leads training and development of work teams; including work direction and performance evaluations to improve expertise, productivity and customer communication across the provider network.
Provides work direction to external service provider companies and guidance to technicians on a regular basis and may include direct supervisory responsibility of others.
Culture and Benefits
Pay Range: $81,035.00 - $160,495.00
Culture: At Andersen, we believe our people are at the heart of everything we do. Every day, their talent, dedication and passion enables us to be the most trusted window & door company.
Benefits: Comprehensive Total Rewards Package – a thoughtful combination of pay and benefits that reflects our commitment to investing in each team member’s wellbeing and success. Includes: 401(k) Plan, Employer Fixed Contributions & Company Matching Profit Sharing*, Medical, Dental and Vision Coverage*, Flexible Spending Accounts (FSAs)*, Health Savings Account (HSA) and Health Reimbursement Account (HRA), Life Insurance, Paid Time Off & Paid Holidays, Paid Maternity Leave & Paid Parental Leave*
EEOC EMPLOYER: Andersen is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, disability, marital status, national origin, citizenship, genetic information, protected veteran status, or any other characteristic protected by law.