Service Manager

2 weeks ago

Concord, Canada Vinylbilt Windows and Doors 2021 Inc. Full time

_A Canadian owned and operated company with a legacy dating back to 1974, Vinylbilt has successfully grown into one of Canada's leading vinyl window manufacturers. Our dedication to always being on the leading edge of design innovation, manufacturing excellence and most importantly customer service, this has been the company focus throughout the years._
- **Position Overview**:_Reporting to the President, the Service Manager will lead the Service Department to ensure that the highest levels of after-sales service and support are maintained in an efficient and timely manner that benefits all parties - Manufacturer, Dealers and Homeowners.

**Duties and Responsibilities**
- Supervises all aspects of the service department and staff, ensures department deadlines are met each day and employees receive on-going training to successfully conduct their tasks.
- Reviews and has a full understanding of all Vinylbilt and Private Label Warranty programs both written and implied in order to communicate and administer the execution of the warranty.
- Oversees all new Service Requests and determines validity and accuracy of each request for warrantable issues and ensures all back up documentation is completed and accurate.
- Inputs and maintains service requests in the database and ensures full utilization and training of staff of the VB Service portal.
- Reviews, recommends, creates, and implements all Service Department processes, procedures and policies and implements continuous improvement initiatives to facilitate growth, development and customer responsiveness.
- Completes, analyzes and submits Daily and Weekly Service Reports against an established list of KPI’s.
- Ensures timely responsiveness of Service team to all service requests and inquiries.
- Works closely with the production to resolve any quality concerns and to ensure Quality Control initiatives are met while providing feedback on trends and concerns in the field.
- Ensures that parts ordered for all service requests are manufactured and arranges for any special equipment required for install.
- Oversees the scheduling of service calls for Service Technicians in response to customer requirements - ensure that technicians are equipped with all resources necessary to respond efficiently and safely to customer needs.
- Ensures all Service Technicians are working in a safe manner respecting all Health & Safety rules and initiatives.
- Works with the Finance department to resolve credit issues and ensures that all service charges, chargeback’s and credits are completed in a timely manner.
- Conducts regular meetings with Controller, General Manager, Customer Experience Manager, Accounts Managers, Service team members and Plant Manager to provide updates on service requests and outstanding issues.
- Escalates serious Vinylbilt, Dealer or service issues to the General Manager and collaborates to finding a solution.
- Performs on-site inspections and provides written reports as needed.
- Manages data and information relating to warranty issues.
- Supervises, coaches, mentors, and conducts performance management reviews of service team members and develops and implements action plans for continuous improvement of direct reports.
- Other duties as required.

**Qualifications**

**Window and Doors Experience Required**
- 5+ years After-Sales Customer Service experience in a management role
- Working experience in a manufacturing environment
- College Diploma or University Degree in a related field
- Ability to establish priorities, work independently, proceed with objective KPI’s while meeting deadlines with mínimal supervision
- Excellent interpersonal, customer service skills and decision-making skills
- Proven ability to motivate, guide and coach staff to meet departmental and organizational goals
- Demonstrated ability to communicate, present and influence credibly and effectively at all levels of the organization as well with external clients
- Sound knowledge and experience using Microsoft Office - Word, Excel, PowerPoint, Outlook

**Direct reports**
- Service Coordinator(s)
- Service Technician(s)

**Job Types**: Full-time, Permanent

**Benefits**:

- Casual dress
- Dental care
- Extended health care
- Life insurance
- On-site parking
- Paid time off
- Vision care

Schedule:

- Day shift
- Monday to Friday

Work Location: One location

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