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Service Manager

2 weeks ago

Edmonton, Canada Reflect Window & Door Full time

**Job Summary**
The Service Manager is responsible for overseeing all aspects of post-sale customer service and field service operations in a window and door company. This role ensures high customer satisfaction by managing service technicians, coordinating installations, repairs, and maintenance, and facilitating effective communication between customers, technicians, and customer service representatives.

**Responsibilities**
- Manage and supervise the service team, including estimators and installers, ensuring they deliver quality service and adhere to company standards. - Schedule and coordinate service calls for installations, repairs and warranty work.
- Act as the primary point of contact for customers regarding service issues, inquiries, and complaints, ensuring prompt and satisfactory resolution.
- Oversee quality control processes to ensure all service work meets company and industry standards.
- Develop and implement service policies and procedures geared towards improving efficiency and customer satisfaction.
- Manage service-related inventory and equipment to ensure availability for field teams.
- Train and coach service personnel to maintain high performance and professional growth
- Track service metrics and prepare reports on service performance, customer feedback, and technician productivity
- Ensure compliance with safety regulations and company policies during all service activities
- Address emergency service requests promptly while balancing routine service schedules
- Monitor warranty claims and liaise with manufacturers or suppliers as necessary.

**Qualifications**
- Proven experience in service management, preferably within the window, door or related construction industry.
- Strong leadership skills with the ability to manage and motivate a field-based team.
- Excellent customer service and communication skills.
- Good organizational and problem-solving abilities.
- Ability to use service management software and scheduling tools.
- Knowledge of window and door products, installation processes, and industry standards is highly desirable.
- Strong understanding of safety protocols and regulatory compliance.
- Ability to handle multiple priorities and work well under pressure.
- Valid driver’s license

Pay: $30.00-$35.00 per hour

Expected hours: 40 per week

**Benefits**:

- Dental care
- Disability insurance
- Extended health care
- Vision care

Application question(s):

- Are you legally authorized to work in Canada

**Education**:

- Secondary School (preferred)

**Experience**:

- Management: 3 years (required)
- Window, door or construction: 2 years (required)

Work Location: In person