Service and Warranty Manager

Lux Windows and Doors is an industry leader in the design, manufacturing, and installation of quality windows and doors. As a family-owned business with over 50 years of experience, we pride ourselves on our cutting-edge engineering and craftsmanship, serving both residential and commercial markets.

At Lux, our vision is to change people’s view of the world. We’re passionate about innovation and the way we make people feel, that’s the Lux Experience.

As the Service and Warranty Leader, you’ll guide our service department to deliver operational excellence and an unmatched client experience. You’ll mentor a dedicated team, refine processes, and drive continuous improvements that uphold Lux’s reputation for quality, care, and craftsmanship.

If you’re a people-first leader who thrives on delivering exceptional service, we’d love to meet you.

**Responsibilities**

Operational Leadership & Excellence
- Oversee the daily operations of the service department, ensuring service requests and warranty claims executed efficiently and accurately.
- Develop and implement processes to enhance service quality, reduce response time, and improve communication between field, office, and clients.
- Ensure seamless coordination between service technicians and client service champions.
- Monitor key performance indicators (KPIs) to track service quality, completion, turnaround time, and client satisfaction.

Client Experience & Communication
- Act as the senior point of contact for escalated service concerns, ensuring timely and professional resolution.
- Drive a culture of proactive communication and client care across all touchpoints.
- Gather feedback and data to continuously refine the client experience and service delivery model.

Leadership, Mentorship & Team Development
- Lead, coach, and mentor the service team, fostering a culture of accountability, learning, and pride in workmanship.
- Conduct regular debriefs and performance reviews to identify training needs and areas for improvement.
- Develop and facilitate training programs to elevate technical skills, client communication, and safety standards.
- Support field technicians in complex service calls and provide on-site assistance when required.

Data Analytics & Continuous Improvement
- Analyze service metrics to identify trends, root causes, and opportunities for improvement.
- Reports to leadership on service performance, client satisfaction, and efficiency metrics.
- Collaborate with leadership to establish goals and strategies that align with the company’s vision for excellence.
- Lead initiatives that drive cost efficiency, reduce rework, and optimize resource allocation.

Cross-Functional Collaboration
- Partner with Sales, Operations, Engineering, and Production teams to ensure service readiness and feedback loops that prevent recurring issues.
- Provide insights from service data to improve product quality, installation practices, and client education.
- Support warranty administration by ensuring clear documentation, accountability, and compliance with manufacturer and company standards

**Qualifications**
- Minimum 5 years of experience in service management, preferably in construction industry.
- Strong leadership and team development skills with experience mentoring field and office staff.
- Excellent communication and problem-solving skills with a client-first mindset.
- Proven ability to analyze operational data and translate insights into actionable improvements.
- Solid understanding of building envelope principles, window and door installation practices, and warranty.
- Valid driver’s license with willingness to visit job sites and clients as needed.

**What's in it for You**:
Join a proudly Alberta-based company with a strong reputation for excellence, growth opportunities, competitive compensation, comprehensive benefits, and a supportive, people-first culture where your leadership makes a real impact.

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

**Benefits**:

- Company events
- Dental care
- Extended health care
- Life insurance
- On-site parking
- Paid time off
- RRSP match

Application question(s):

- Can you describe a time when you successfully improved operational efficiency or service quality in a team or department?

**Experience**:

- Service Management: 5 years (preferred)
- Construction: 5 years (preferred)

**Location**:

- Calgary, AB T2E 8R9 (preferred)

Willingness to travel:

- 25% (preferred)

Work Location: In person