Service Manager

What We Offer

A Culture People Love – proudly recognized as a Top 10 Best Place to Work for 4yrs in a row
Time to Recharge – enjoy paid time off plus six paid holidays to support your work-life balance
Health & Peace of Mind – medical, dental, vision, and life insurance to support your wellbeing
Join a Company Where Growth is Real – over 60% of our leaders were promoted from within

Job Details

Salary: $55,000yr - $60,000yr
Schedule: Monday - Friday (Full Time) w/ Occasional Weekend Availability

Responsibilities

• Upholds high service standards, maintains organizational integrity, and resolves homeowner issues through jobsite visits, negotiation, and recommendations for financial restitution or alternative solutions.
• Recruits, selects, and trains customer service coordinators and service technicians (internal and external).
• Develops contingency staffing plans as needed.
• Directs and coaches all service technicians, ensuring proper techniques, consistent performance, and timely completion of service activities.
• Designs and maintains ongoing technical and customer-resolution training programs for field technicians.
• Counsels and coaches service technicians to enhance service quality.
• Conducts field inspections to verify installation and service standards, minimize repeat service calls, and implement corrective actions when required.
• Provides continuous quality insights to installation managers and crews, and supports quality monitoring through targeted field inspections based on service history.
• Leads coordinators responsible for executing service processes, ensuring exceptional customer experience.
• Oversees warranty reimbursement processes to maximize efficiency and profitability.
• Collaborates with corporate teams to develop corrective action plans, address product issues, recommend factory fixes, and represent field operations in DQAT meetings.
• Conducts service team meetings to align priorities, share updates, and reinforce expectations.
• Oversees reporting and analysis of service activity levels to ensure optimal performance and achievement of objectives.
• Assigns tasks, communicates expectations, adjusts staffing, resolves conflicts, and ensures teams have the tools and resources needed.
• Prepares and manages budgets, monitors expenditures, and initiates corrective actions to maintain financial health.
• Maintains technical and professional expertise through ongoing education and industry engagement.

Requirements

• At least 2yrs of Managerial/Leadership Experience
• At least 2yrs of Installation or Service Technician Experience
• At least 5yrs of Construction/Home Improvement Field Experience
• Previous Window/Door Replacement Experience is a Plus
• Proficiency in Microsoft Office (Excel, Outlook, Teams, & Word)
• Working experience using Salesforce or similar CRM/project tracking systems
• Strong understanding of installation processes, job sequencing, and field logistics
• Excellent written and verbal communication skills
• Strong problem-solving and decision-making skills
• Ability to work independently and collaboratively in a fast-paced environment
• Demonstrated time management and organizational skills with the ability to manage multiple projects simultaneously
• Must be willing to undergo a criminal background check
• Must have a valid driver's license and clean driving record