Senior Service Coordinator

2 weeks ago

Vaughan, Canada Stage Windows & Doors Full time
Position Summary:
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. The successful candidate will be disciplined, punctual, and a strong team player.
Key Responsibilities:
  • Provide direction and guidance to Service Technicians and Coordinators by allocating work, conducting training, and guiding staff on service and client care protocols.
  • Foster strong relationships with customers by answering queries in a timely manner, providing accurate information on product specifications, issuing quotes according to warranty program, and collaborating with external departments to meet customer needs.
  • Understand warranty program and critically examine orders to ensure processes and procedures are being followed.
  • Ensure orders are inputted into the system accurately and in a timely manner.
  • 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. Ensure department members are trained on standard client care standard.
  • Resolve special request client orders through communication with customers and collaboration with production team.
    • 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.
    • Partner with Production Manager to facilitate approval of rush orders and completion of special client requests.
    • Collaborate with Controller on any financial conflicts with customers and devise resolutions.
    • Coordinate with Purchasing department for sourcing of window parts, glass, and patio doors
    • Other tasks as assigned.
  • Skills:
    • Sound understanding of window production and product specifications.
    • Excellent oral and written communication skills.
    • Working knowledge of MS Office Suite, MS Excel, and databases.
    • Demonstrated ability to accurately calculate measurements.
    • Time management and project prioritization skills.
    • Attention to detail and problem-solving skills.
    • Strong organizational skills with the ability to multi-task.
  • Education & Experience:
    • Post Graduate education.
    • 2+ years after service and warranty experience within windows manufacturing industry.
    • Hands-on experience with data entry, reporting, and scheduling.
  • We thank all interested candidates for applying. Successful candidates will be contacted to participate in the interview process.

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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