Service Manager Orlando

20 hours ago

Altamonte Springs, Florida, United States PGT Innovations Full time
Job Summary

As a Service Manager in Orlando, you will lead a team of field technicians, a coordinator, and a warehouse manager to ensure seamless service delivery. Your primary responsibility will be to oversee the service department, focusing on customer satisfaction, team performance, and process efficiency.

Key Responsibilities
  • Communicate effectively with customers, service techs, and installers to resolve issues and improve customer experience.
  • Collect outstanding accounts receivable (AR) and work with the team to ensure timely payment.
  • Train service techs on customer interaction, documentation, sign-offs, and repairs to enhance their skills and knowledge.
  • Assist in processing and tracking returns, credits, and warranties, working closely with the warehouse and service staff to ensure smooth processes.
  • Visit service locations and support techs to address concerns and provide guidance.
  • Field customer calls, document issues in Lead Perfection, and ensure timely resolution.
  • Conduct regular service meetings with staff to discuss performance, goals, and challenges.
  • Collaborate with the production department to develop new services and complete installations efficiently.
  • Ensure employees have the necessary materials and tools to perform their jobs effectively.
  • Oversee the RMA (Return Merchandise Authorization) process and credits to minimize losses and maximize customer satisfaction.
  • Verify that product is ordered correctly and promptly for projects, and follow up on ordering to ensure quick turn times.
  • Confirm that all service agreements are uploaded and orders are placed correctly.
  • Track services for completion and quality check to ensure high standards.
  • Confirm contact with customers to update on material orders and expected start dates.
  • Follow up on scheduling of all services and Caps and Covers to ensure timely completion.
  • Work with the reputation person to obtain positive feedback from customers.
  • Work with techs each morning to collect paperwork from the previous day and ensure a smooth start to the day.
  • Train all new hires and provide continued education for existing staff to enhance their skills and knowledge.
  • Schedule and route services on a day-to-day basis to optimize efficiency and productivity.
  • Review the map and vehicle tracker for on-the-spot/drop-what-you're-doing items to ensure timely resolution.
  • Understand the time required to complete services and the work involved to provide accurate estimates and manage expectations.
  • Logistics for scheduling the day-to-day routes to ensure efficient use of resources.
  • Offload and review product for accuracy and/or defects to minimize errors and losses.
  • Order and confirm service parts to ensure timely delivery and minimize delays.
Supervisory Responsibilities
  • Service Techs
Physical Demands/Work Environment

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Usual office environment with frequent sitting, walking, and standing, and occasional climbing, stooping, kneeling, crouching, crawling, and balancing.
  • Frequent use of eye, hand, and finger coordination enabling the use of office machinery.
  • Oral and auditory capacity enabling interpersonal communication as well as communication through automated devices such as the telephone.
  • Must be able to lift up to 50lbs and assist in completion of service tasks.
Requirements
  • Window & door installations/service preferred.
  • Customer service and communication skills.
About Us

At PGT Innovations, we build and support high-quality, innovative windows and doors, but every day holds opportunities for us to do so much more. We build stronger teams through leading, supporting, mentoring, and collaborating, and fostering better relationships with our customers.

We're different because we look out for each other. We help each other. We prop each other up during challenging times. Because inventing, building, and delivering the future of windows and doors is not a one-person job. It takes all of us.

  • Our collaborative group.
  • Our understanding family.
  • Our strong team.

Working together to inspire greater opportunity for our customers, our community, and our team members.

What We Offer
  • Competitive compensation.
  • Career advancement opportunities.
  • Medical coverage.
  • Dental coverage.
  • Tuition reimbursement.
  • 401k matching.
  • Profit sharing.
  • Paid time off.
  • Volunteer time off.

PGT Innovations is an equal opportunity employer. Applicants are considered for positions without regard to race, color, creed, national origin, ancestry, religion, sex, sexual orientation, gender identity or expression, age, mental or physical disability, marital/family/caregiver status, genetic information, military or veteran status, citizenship or any other characteristic protected by federal, state or local law. PGT Innovations also prohibits harassment of applicants or employees based on any of these protected categories.

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