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Service Operations Director
1 month ago
About Our Company:
Pella Corporation is a leading provider of high-quality windows and doors, committed to delivering exceptional products and services to our customers. We pride ourselves on innovation, quality craftsmanship, and outstanding customer service.
Job Overview:
We are seeking an experienced Service Department Manager to lead our service team in providing top-notch support, scheduling, and solutions for our windows and doors products. This role is crucial in ensuring customer satisfaction and maintaining the high standards of our service operations.
Key Responsibilities:
- Lead service technicians to make decisions on when and where to schedule service calls for clients.
Team Leadership:
- Manage and mentor a team of service technicians, providing training and ongoing support to ensure high-quality service.
- Conduct regular performance evaluations and implement professional development plans.
Customer Service Excellence:
- Oversee service calls, addressing customer inquiries and resolving issues in a timely manner.
- Develop and implement processes to enhance customer satisfaction and service efficiency.
Operational Management:
- Ensure the service department operates within budget and meets performance metrics.
- Monitor and optimize inventory levels of parts and supplies necessary for service operations.
Technical Support:
- Provide technical expertise and support to technicians and customers regarding product installations, repairs, and maintenance.
- Stay current with product knowledge and industry trends to effectively guide the team.
Quality Assurance:
- Implement quality control measures to ensure that all service work meets company standards.
- Address any service-related complaints or issues with a focus on continuous improvement.
Collaboration:
- Work closely with sales, purchasing, and logistics teams to ensure seamless service delivery and customer experience.
- Participate in departmental meetings to discuss goals, strategies, and performance.
Estimated Salary: $110,000 - $130,000 per year
Benefits:
- 401(k) matching
- Dental insurance
- Employee discount
- Flexible schedule
- Health insurance
- Paid time off
- Vision insurance
Required Skills and Qualifications:
- Bachelor's degree in a related field or equivalent experience.
- 5+ years of experience in service management, preferably in the windows and doors industry.
- Strong technical knowledge of windows and doors products and installation processes.
- Excellent leadership, communication, and interpersonal skills.
- Proven ability to manage multiple tasks and projects in a fast-paced environment.
- Proficient in-service management software and Microsoft Office Suite.
- Oracle Field Services.
- Oracle Services Cloud.
- Salesforce software experience.
