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Service Manager

5 months ago

Vaughan, Canada Stage Windows & Doors Full time

**Position Summary**:
The Service Manager 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 the department. The Service Manager will provide leadership and direction to facilitate and streamline the after-sales service process for our customers.

This position is focused on leading the warranty management procedure by receiving claims, entering orders into the system, validating requests, scheduling service, organizing routes, ensuring the 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.

**Key Responsibilities**:

- Provide direction and guidance to Service Technicians 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 timely
- Create KPIs to measure and monitor the performance of the department ensuring targets met, improvement plans are designed where necessary, and cost savings are implemented to reduce waste and increase profitability
- 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 the production team
- Track warranty claims and dates for service jobs within the system
- Follow up with clients to extract feedback on the quality of service received ensuring a high level of satisfaction
- Perform research and inquiries on increased service and quality improvement opportunities and connect with the Sales Director and Production Manager to design action plans in response
- Partner with the Production Manager to facilitate approval of rush orders and completion of special client requests
- Collaborate with the 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
- 5+ years after service and warranty experience within the windows manufacturing industry
- Previous experience leading projects and teams
- 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 and 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.