Field Service Technician Lead

At Brock Doors & Windows Ltd, we install the vinyl windows and doors across the Greater Toronto Area and Simcoe County. Brock has been in the industry for over 30 years. We have 4 award winning showrooms in Brampton, Etobicoke, Whitby and Innisfil. We are a dynamic, forward thinking company that offers growth opportunities and exceptional learning experiences.

**Position Title**:Team Lead, Service

**Reports To**:Operations Director

**Position Summary**:
Under the general direction of the Operations Director, the Team Lead, Service, provides day-to-day direction and guidance to the Service team. The Team Lead plans and evaluates workflow and coordinates work activities to resolve post-installation customer issues and operational requirements. Further the Team Lead is the first point of contact for any customer escalations during post-installation service calls.

**Primary Responsibilities**:

- Supervises and monitors the service team inclusive of tracking service van through the installed GPS device; ensures the provision of a superior and responsive customer experience
- Manages the staffing requirements to effectively handle service volumes
- Identifies and addresses root cause of installation issues; works collaboratively with Project Coordinators to understand any contributing issues with the initial installation; develops a resolution plan and communicates with customer
- Informs and keeps customers updated on the progress of the service tickets
- Collects outstanding payment balances from customers where required ensuring the customer account is current; consults with Accounting where necessary prior to finalizing the customer’s service ticket thus proactively addressing and or preventing bad debt collection activity
- Effectively resolves or escalates customer issues as appropriate, working closely with team members on action plans ensuring the customer’s experience or processes are not compromised
- Documents and updates CRM system with detailed notes, action plans, and service requirements
- Supports performance expectations with team and communicate how performance goals are linked to organizational goals and values
- Creates a team environment that fosters strong employee engagement
- Monitors individual team member performance and coaches/mentors to maximize effectiveness

**Additional Responsibilities**:

- Performs other duties as assigned

**Key Performance Indicators**:

- Services completed 1st time out
- Orders scheduled within 4 days of receiving confirmations from Vendors
- Service appointments booked to maximize time and fuel economy
- Bad Debt and or AR balances
- Others to be determined

**Knowledge & Skill Requirements**:

- Minimum 5-years’ experience in a related field or customer facing role
- Minimum 5-years’ experience in leading a team
- Excellent verbal and written communication, organizational, and detail-oriented skills
- Strong data entry skills and mathematical aptitude
- Proficiency with Microsoft Office and telephone protocol
- Enthusiastic and team oriented
- Ability to work in a fast-paced environment
- Experience in the window and door industry with a solid understanding of product and installation methods

**Training Required**:

- Lead Perfection
- Vendor Software such as WINSYS, Paradigm, RW
- Product knowledge
- Others to be determined

**Our Commitment**: _**Bring your Career to life**_ _As a key brand within the Cornerstone Building Brands (Canada) company, Brock Doors and Windows Ltd. is inspired by and committed to the important work of supporting an inclusive culture to drive innovation, enabling us to better serve our customers and communities._
- At Brock, we are committed to a policy and everyday actions based on a foundation of non-discrimination and inclusiveness in all of our employment practices. We value the diversity in our workplaces, and we are committed to employment equity._
- Further, we are committed to creating and sustaining a collegial work environment in which all individuals are treated with dignity and respect. We provide any required accommodations for our applicants and employees. No matter which area you work in, you will collaborate with experts across diverse fields, backgrounds and cultures, expanding your knowledge and helping you realize your full potential._

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

**Benefits**:

- Dental care
- Employee assistance program
- Extended health care
- Life insurance
- On-site parking
- Paid time off
- RRSP match
- Tuition reimbursement
- Vision care

Flexible Language Requirement:

- French not required

Schedule:

- Monday to Friday

**Experience**:

- residential windows and doors: 5 years (preferred)
- Leadership: 5 years (preferred)

Work Location: In person