What You'll Do

Service Operations & Customer Support

• Manage incoming service requests and coordinate timely scheduling with the administrative team.
• Schedule service appointments and assign work to service technicians.
• Ensure service calls are completed professionally, accurately, and on schedule.
• Maintain complete service documentation, photos, notes, and customer records.
• Monitor open service cases and ensure consistent communication with customers until resolution.
• Resolve escalated customer concerns with professionalism and urgency.

Quality Control

• Inspect completed installation and service projects to ensure company quality standards are met.
• Identify recurring installation, product, or workmanship issues.
• Analyze repeat service calls and determine root causes.
• Collaborate with Installation Managers and Operations Leadership to reduce preventable service issues.
• Provide coaching and constructive feedback to installers and technicians based on field observations.
• Develop and improve processes that increase first-time resolution and customer satisfaction.

Inventory & Fleet Management

• Manage service inventory, replacement materials, and service kits.
• Ensure service vehicles are fully stocked with the tools, equipment, and materials needed each day.
• Coordinate with the warehouse to maintain proper inventory levels.
• Monitor inventory usage and reduce waste, damaged materials, and unnecessary purchases.

Leadership & Team Development

• Lead monthly department meetings focused on safety, performance, communication, and continuous improvement.
• Conduct regular one-on-one meetings with service technicians.
• Provide ride-alongs, field coaching, mentoring, and ongoing training.
• Develop onboarding materials and service procedures for new team members.
• Hold team members accountable for workmanship, documentation, communication, and professionalism.
• Foster a culture of accountability, teamwork, and exceptional customer service.

Reporting & Operations

• Track department KPIs and performance metrics.
• Monitor repeat service visits, customer satisfaction, online reviews, open service cases, and department productivity.
• Report trends, challenges, and improvement opportunities to Operations Leadership.
• Work closely with Installation, Warehouse, Scheduling, Customer Service, and Administrative teams to improve company performance.
• Support additional operational initiatives and special projects as needed.

Performance Metrics

• Success in this role will be measured by:
• Reduction in repeat service visits
• First-time service resolution
• Customer satisfaction and communication
• Positive online reviews
• Timely completion of service appointments
• Technician performance and development
• Inventory accuracy and vehicle readiness
• Department productivity and accountability
• Resolution of outstanding customer balances when applicable

Qualifications

Previous experience in Service Management, Construction Management, Field Operations, Home Improvement, Project Management, Quality Control, or a related leadership role.

• Strong leadership, coaching, and team development skills.
• Excellent organizational and time management abilities.
• Outstanding customer service and conflict-resolution skills.
• Ability to manage multiple projects and priorities simultaneously.
• Comfortable working both in the office and in the field.
• Experience using CRM systems, scheduling software, Microsoft Office, or similar business applications is preferred.
• Valid driver's license with a clean driving record.
• Ability to travel throughout West and Northern Michigan.

Benefits

• Medical Insurance
• Dental Insurance
• Vision Insurance
• Life Insurance
• Paid Time Off (PTO)
• 401(k)
• 401(k) Company Match

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