Service Operations Director

3 days ago

San Francisco, California, United States Renewal By Andersen Full time
Renewal By Andersen Overview

We are a leading manufacturer of replacement windows and doors, committed to delivering exceptional customer experiences. Our team is dedicated to helping homeowners create healthier, happier spaces through our innovative products and services.

The ideal candidate will be a strategic leader who can develop and implement effective field service strategies to capture and retain customers. As a Service Operations Director, you will oversee the implementation and management of field service programs, solutions, processes, resources, and procedures that promote our enterprise strategies in areas of Customer Experience, Sales, Quality, and Cost at a Territory level.

Key Responsibilities:

  • Territory management responsibility for the Enterprise field service job processes, in support of the Renewal By Andersen warranty, non-warranty revenue opportunities/requests, and sales support for our suite of products (vinyl to big doors).
  • Manages Area responsible for the Enterprise field service job completions, in support of Renewal By Andersen warranty, and Non-Warranty including revenue and profitability.
  • Responsible for maintaining performance to targeted service levels on KPI's related to safety, customer experience, quality, and cost.
  • High functioning member of Area Market teams to provide service expertise in the markets in which they reside.
  • Creates a collaborative cross-functional framework (Call Center, Marketing, Manufacturing, R & D, Legal) to deliver an exceptional customer experience representing the Renewal By Andersen brand.
  • Diagnoses customer product service needs and determines solutions for complex field issues in compliance with the warranty or outside the warranty as FSM deems appropriate to manage risk, both protecting the brand and jobsite safety.
  • Recruits, trains, and manages a network of highly qualified independent contractors and channel partners to complete service labor on behalf of Renewal By Andersen. Negotiates labor agreements, contracts, and territory assignments with these partners.
  • Acts as a business development coach for independent providers and channel service partners.
  • Negotiates resolutions/settlements for escalated customer situations and disputes with authority up to $5000.
  • Provides VoC input and communicates product quality observations to appropriate Business Unit leadership to mitigate future product issues, improve performance, and improve customer experience.
  • Responsible for recruiting, hiring, and managing development and direction of Technicians and Field Service Representatives.
  • Leads training and development of work teams; including work direction and performance evaluations to improve expertise, productivity, and customer communication across the provider network.

Requirements and Qualifications:

  • Bachelor's degree or equivalent experience preferred.
  • 5-10 years' experience in one or more of the following areas: construction management, customer service management, property management, sales management, project management, process engineering, or experience in the insurance industry.
  • Negotiation Skills.
  • Problem Solving & Opportunity Identification.
  • Relationship Building Skills.
  • Assessment/Evaluation.
  • Tolerance of Ambiguity.
  • Knowledge of Products and Services.
  • Training/Coaching.

Benefits:

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

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