Manager Technical Operations and Resolution

Position Responsibilities

• Leads the diagnosis and resolution of complex and escalated service situations across the national network.
• Applies strong strategic problem-solving, technical judgment, and effective decision-making to ensure issues are addressed accurately, efficiently, and with urgency.
• Led structured root cause analysis and corrective action planning to eliminate systemic issues, strengthen diagnostic accuracy, and improve long-term service performance.
• Leverages analytical strength and continuous improvement principles to eliminate systemic issues and elevate long-term service performance.
• Oversees and coordinates dark-market service recovery, exercising sound prioritization, resource planning, and stakeholder engagement to support markets with unique or unmet service demands while maintaining a customer-first operational mindset.
• Provides real-time technical and operational guidance to the National Service Assessment Team, using deep product and service expertise, clear communication, and strong influence to drive consistent and high-quality outcomes across markets.
• Builds cooperative relationships with Renewal business units, field operations, corporate escalations, manufacturing, RD&I, engineering, IT, legal, and retail locations from a customer focused and installation/service perspective.
• Deliver monthly insights and performance reporting to RDI, Quality, and Retail Operations leaders, using data-driven evaluation, business acumen, and strong communication skills to build transparency, alignment, and accountability across the organization.
• Participate in the development process for new products and line extensions to ensure that the needs of the customer are addressed in the development of new products.

Minimum Qualification and Skill Requirements

• Strong understanding of current technology platforms as well as new technology and department processes, with ability to promote continued development.
• Outstanding customer service skills, especially win/win, problem solving, and customer resolution skills required.
• Strong written and verbal communication skills with the ability to build relationships at all levels.
• Strong teamwork, interpersonal, analytical and conceptual skills.
• Knowledge of construction / window & door.

Direction of Others

• Sets clear expectations, provides coaching and development, and fosters a culture grounded in ownership, teamwork, responsiveness, and signature service.
• Champions change, strengthens operational readiness, and builds cross-functional relationships that enhance customer experience, service capability, and organizational excellence.

Culture and Benefits

• 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*
• Career Growth Planning & Nationwide Career Opportunities

Pay Range

$101,176.00 - $156,824.00

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.