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Service Operations Leader

2 months ago

Louisville, Kentucky, United States Renewal By Andersen Full time


Position Overview & Requirements

RENEWAL BY ANDERSEN SUMMARY:

At Renewal by Andersen, we are dedicated to enhancing the lives of our customers by providing them with exceptional home improvement solutions. Our commitment to diversity and a positive work-life balance has earned us recognition as a leading employer. We are proud to be a part of the community, focusing on sustainability and environmental responsibility. Every team member plays a vital role in making a meaningful impact.

We are seeking a Service Operations Leader who will drive field strategies aimed at acquiring and retaining valued customers. This role involves overseeing the execution and management of service programs, processes, and resources that align with our organizational goals in Customer Experience, Sales, Quality, and Cost at a regional level. You will lead a team of skilled technicians and independent contractors, ensuring the long-term satisfaction of our customers while upholding the integrity of our brand.

KEY RESPONSIBILITIES

  • Manage territory operations for service processes, supporting warranty claims and revenue opportunities for our product range.
  • Oversee the completion of service jobs, ensuring profitability and adherence to warranty guidelines.
  • Maintain performance metrics related to safety, customer satisfaction, quality, and cost-effectiveness.
  • Collaborate with market teams to provide expert service in local areas.
  • Establish a cooperative framework across departments (Call Center, Marketing, Manufacturing, R&D, Legal) to enhance customer experience and uphold the Renewal by Andersen brand.
  • Assess customer service needs and develop solutions for complex field issues, balancing risk management and brand protection.
  • Recruit, train, and manage a network of independent contractors and service partners, negotiating contracts and territory assignments.
  • Act as a mentor for independent providers and channel partners, fostering business development.
  • Resolve escalated customer issues with authority to negotiate settlements.
  • Provide feedback on product quality to relevant leadership to improve future offerings and customer experience.
  • Oversee the recruitment, training, and development of technicians and service representatives.
  • Lead training initiatives to enhance team performance and customer communication.
  • Guide external service providers and technicians regularly, ensuring high standards of service delivery.

QUALIFICATIONS AND SKILLS

  • Preferred Bachelor's degree or equivalent experience.
  • 5-10 years of experience in construction management, customer service, sales management, or related fields.
  • Strong negotiation and problem-solving skills.
  • Ability to build relationships and assess situations effectively.
  • Adaptability to changing circumstances.
  • Knowledge of products and services offered.
  • Experience in training and coaching.

CULTURE AND BENEFITS:

At Renewal by Andersen, we believe in the power of individuality and teamwork. Our culture fosters innovation and collaboration, making us a top choice for homeowners. We are committed to supporting our employees in achieving a positive outlook each day.

Our benefits include, but are not limited to:

  • Comprehensive Medical/Dental/Vision/Life Insurance
  • Health Savings Account contributions
  • Paid holidays and PTO
  • 401(k) plan with contributions
  • Opportunities for professional development and tuition reimbursement
  • Charitable contributions
  • Career advancement opportunities nationwide

We are excited to see how your unique skills and experiences will contribute to our team's success and help us maintain our leadership in the industry.