Job Summary
The Service Manager is responsible for overseeing all aspects of post-sale customer service and field service operations in a window and door company. This role ensures high customer satisfaction by managing service technicians, coordinating installations, repairs, and maintenance, and facilitating effective communication between customers, technicians, and customer service representatives.
Responsibilities
- Manage and supervise the service team, including estimators and installers, ensuring they deliver quality service and adhere to company standards. • Schedule and coordinate service calls for installations, repairs and warranty work.
- Act as the primary point of contact for customers regarding service issues, inquiries, and complaints, ensuring prompt and satisfactory resolution.
- Oversee quality control processes to ensure all service work meets company and industry standards.
- Develop and implement service policies and procedures geared towards improving efficiency and customer satisfaction.
- Manage service-related inventory and equipment to ensure availability for field teams.
- Train and coach service personnel to maintain high performance and professional growth
- Track service metrics and prepare reports on service performance, customer feedback, and technician productivity
- Ensure compliance with safety regulations and company policies during all service activities
- Address emergency service requests promptly while balancing routine service schedules
- Monitor warranty claims and liaise with manufacturers or suppliers as necessary.
Qualifications
- Proven experience in service management, preferably within the window, door or related construction industry.
- Strong leadership skills with the ability to manage and motivate a field-based team.
- Excellent customer service and communication skills.
- Good organizational and problem-solving abilities.
- Ability to use service management software and scheduling tools.
- Knowledge of window and door products, installation processes, and industry standards is highly desirable.
- Strong understanding of safety protocols and regulatory compliance.
- Ability to handle multiple priorities and work well under pressure.
- Valid driver’s license
Job Type: Full-time
Pay: $30.00-$35.00 per hour
Expected hours: 40 per week
Benefits:
- Dental care
- Disability insurance
- Extended health care
- Vision care
Application question(s):
- Are you legally authorized to work in Canada
Education:
- Secondary School (preferred)
Experience:
- Management: 3 years (required)
- Window, door or construction: 2 years (required)
Work Location: In person