Service Manager

Cascadia is growing rapidly, particularly in geographic regions outside of BC.  The Service Manager role will partner with the Senior Service Manager, the project management team, installation crews, and service technicians to troubleshoot service requests, provide guidance on maintenance best practices, and ensure clients’ high-performance Cascadia products perform flawlessly once installed. This role reports directly to the President. Your role at Cascadia will be a hybrid position as a Service Manager (75% of the role) and Project Manager for smaller projects (25% of the role).The Project Manager portion of your role will include managing window supply contracts for various smaller projects.General List of Responsibilities - Service Manager:Key Responsibilities will include:Offer a premium customer-service experience via phone, email and in-person interactions, with a focus on solution-oriented support.Provide timely responses to customer service and maintenance inquiries, qualifying requests, gathering project details and context, and providing appropriate options for remediation.Continually educate customers on installation and maintenance best practices, as well as technical resources (videos, documents, etc.) available from Cascadia.Travel to project sites, performing on-site product inspections and basic service and maintenance tasks.Act as a point-person between customers and Cascadia service teams for projects requiring more extensive, on-site support.Schedule and chair weekly and biweekly service meetings.Manage service and installation calendars and prioritize on-site support, with input from the project management, installation and sales teams.Coordinate logistics of replacement or additional parts and/or materials.Maintain CRM systems with the latest project and customer information.Coordinate training and educational events targeting Cascadia’s contractor and builder clients.Coordinate with sales and marketing on the creation of service tools to better support clients.As needed, identify/retain service providers in remote geographic locations.Continuously learn about our products and industry.General List of Responsibilities - Project Manager:Key Responsibilities will include:Confirm quote acceptance.Confirm the scope of work is accurate.Obtain and thoroughly review contracts before execution.Provide the client with installation instructions and confirm order details.Track the progress of the project to align with the start of production.Keep clients aware of the general shipping schedule and means of delivery.Manage shop drawing production (if applicable).Coordinate 3rd party engineering input (when applicable).Monitor and track the project schedule.Identify and resolve project issues.Quote and negotiate change orders.Request invoices from accounting before shipping.Send invoices to clients.Follow up on invoices sent.Attend sites to meet the client and conduct periodic site visits.Manage deficiencies and project wrap-up with the client.Attend sites to meet clients and conduct periodic site visits.Qualifications and Skills:Experience in customer service within manufacturing, construction, or building products.Supervisory or team lead experience.Knowledge of windows, doors, and basic construction terms.Proficient with CRM systems and Microsoft Office.Strong communication and problem-solving abilities.Able to manage escalated issues and lead a service/warranty team.Organized, with good time-management and follow-up habits.Ability to read product specs/drawings and coordinate with production and technical teams.Salary and Benefits:Competitive salary based on experience.Excellent benefits plan.100% company-paid extended benefits package after 3 months.RRSP program after 2 years.Continuous training and opportunities to learn with a knowledge-based company at the forefront of the green building movement.To apply, please send a resume and cover letter to Samantha Sass, Human Resources Manager at hr@cascadiawindows.com. About Cascadia Windows & Doors: Cascadia Windows & Doors is an innovative, industry leader, manufacturing beautifully designed architectural fiberglass windows, doors, and cladding support systems. Included in some of the most exciting and award-winning construction projects across North America, Cascadia’s goal is to help revolutionize the energy-efficiency of modern buildings and drive the adoption of high-performance building products.