Managed Services Manager
3 weeks ago
The Senior Service Coordinator will play a vital role by overseeing the workflow management of the after sales service department ensuring quality of service, warranty management, scheduling, and overall performance of department.
The Senior Service Coordinator will provide leadership and direction to facilitate and streamline after sales service process for our customers. This position is focused on leading the warranty management procedure by receiving claims, entering orders into system, validating requests, scheduling service, organizing routes, ensuring quality of service, and collaborating with external departments, including Production and Finance to ensure customer and service requests are being met. The Service Manager will partner with clients to confirm order information, provide product specifications and updates on service status, and enhance client experiences.
Working within a small team, the right candidate will be passionate about delivering high quality work, with a “roll up your sleeves” kind of attitude.
This is a full-time position which requires strong organizational, interpersonal, detail-oriented skills and someone who is well versed in window specifications, dispatching, service management, and warranties. Provide direction and guidance to Service Technicians and Coordinators by allocating work, conducting training, and guiding staff on service and client care protocols.
Create KPIs to measure and monitor performance of department ensuring targets are met, improvement plans designed where necessary, and cost savings are implemented to reduce waste and increase profitability.
Work with Service team to Design service technician routes by scheduling and assigning client services, company vehicles and service equipment for daily tasks at hand.
Create client care standards focused on timely response times, accurate information, exceptional quality standards, and long-term solutions. Track warranty claims and dates for services jobs within system.
Follow up with clients to extract feedback on quality of service received ensuring high level of satisfaction.
Perform research and inquiries on increased service and quality improvement opportunities and connect with Sales Director and Production Manager to design action plans in response.
Working knowledge of MS Office Suite, MS Excel, and databases.
Time management and project prioritization skills.
Post Graduate education.
~2+ years after service and warranty experience within windows manufacturing industry.
~ Hands-on experience with data entry, reporting, and scheduling.
~ Stage Windows & Doors is an equal opportunity employer that is committed to inclusion and diversity. We are committed to providing employment accommodation in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act. If contacted for an employment opportunity or testing, please advise Human Resources if you require accommodation.
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