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Service Operations Manager

2 months ago

Torrance, California, United States Renewal By Andersen Full time
Job Description

**About the Role**

We are seeking a highly skilled and experienced professional to join our team as a Service Operations Manager. As a key member of our operations team, you will be responsible for managing all aspects of field service organization activities, including the definition and coordination of service processes that directly support field service activities.

**Key Responsibilities**

  • Establish and preserve high customer service expectations, ensuring that all service-related problems are resolved in a timely and effective manner.
  • Recruit, select, and train team members, including customer service coordinators and service technicians, to ensure that they have the necessary skills and knowledge to provide exceptional customer service.
  • Direct, supervise, and train all internal and external Field Technicians, ensuring that they follow proper techniques and meet quality and timeliness standards.
  • Develop and maintain ongoing service training programs for Field Technicians, including technical information, problem-solving, and customer resolution.
  • Conduct field inspections to ensure that installation and service methods/standards are being followed, and take corrective action when necessary.
  • Provide continuous feedback to installation managers and crews regarding quality of work at jobsites.
  • Assist installation managers in monitoring crew quality via field inspections, based on service history analysis.
  • Direct and supervise customer service coordinators to ensure that they meet the highest levels of customer service.
  • Manage warranty reimbursement programs to maximize internal efficiencies and ensure profitability.
  • Develop partnerships with corporate office to define and develop corrective action plans and procedures that can be used in the field to solve product issues.
  • Conduct service team meetings as required.
  • Manage the development of reports and analysis of field service activity levels to ensure optimum performance.
  • Develop and monitor assignment of tasks, clearly communicate expectations, and adjust staff levels and resolve conflicts when necessary.
  • Ensure that appropriate tools and resources are available to support service operations.
  • Lead the development of employees and teams by providing timely performance evaluations, constructive feedback, coaching, and educational and growth opportunities.
  • Improve and maintain service quality by enforcing policies and procedures, collaborating with other functional areas, and encouraging employee participation in solutions.
  • Prepare and manage budgets, schedules expenditures, and initiate corrective actions.
  • Maintain professional and technical knowledge through formal and informal continuing education opportunities.
  • Manage department personnel activities and issues, including assigning work, training and development, performance management, and salary administration.
  • Support other Company Owned Retail Operations (CORO) locations and affiliates by providing information and coaching.

**Requirements**

  • High School diploma or equivalent required.
  • Minimum 5-7 years of field experience, including 3-5 years as lead installer and/or Field Technician; or equivalent with demonstrated performance results or equivalent demonstrated skills and experience; 1-3 years supervisory experience preferred.
  • Comprehensive knowledge of Renewal by Andersen's products and processes, including measuring, installation, and service methods.
  • Demonstrated problem-solving/opportunity identification skills.
  • Strong communication skills (verbal and written).
  • Strong customer orientation, including customer service and resolutions skills; persuasiveness.
  • Financial knowledge: understanding of key financial indicators and actions/decisions required to control costs and produce profit.
  • Decision-making skills; bias for action.
  • Solid computer skills, including word processing, spreadsheet, and email/calendar.

**Benefits**

  • Medical/Dental/Vision/Life Insurance
  • Health Savings Account contributions
  • Paid holidays plus PTO
  • 401(k) plan and contributions
  • Professional development and tuition reimbursement opportunities
  • Charity contributions
  • Nationwide career opportunities