Service Manager - Vaughan, Canada - Stage Windows & Doors

Stage Windows & Doors

Verified Company

Vaughan, Canada

2 weeks ago

Posted by:

Sophia Lee

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Description

Position Summary:

The Service Manager will play a vital role by overseeing the workflow management of the after sales service department ensuring quality of service, warranty management, scheduling, and overall performance of department.

The Service Manager will provide leadership and direction to facilitate and streamline after sales service process for our customers.

This position is focused on leading the warranty management procedure by receiving claims, entering orders into system, validating requests, scheduling service, organizing routes, ensuring quality of service, and collaborating with external departments, including Production and Finance to ensure customer and service requests are being met.

The Service Manager will partner with clients to confirm order information, provide product specifications and updates on service status, and enhance client experiences.

Key Responsibilities:

Provide direction and guidance to Service Technicians and Coordinators by allocating work, conducting training, and guiding staff on service and client care protocols
Foster strong relationships with customers by answering queries in a timely manner, providing accurate information on product specifications, issuing quotes according to warranty program, and collaborating with external departments to meet customer needs
Understand warranty program and critically examine orders to ensure processes and procedures are being followed
Ensure orders are inputted into the system accurately and timely
Create KPIs to measure and monitor performance of department ensuring targets met, improvement plans designed where necessary, and cost savings are implemented to reduce waste and increase profitability
Design service technician routes by scheduling and assigning client services, company vehicles and service equipment for daily tasks at hand
Create client care standards focused on timely response times, accurate information, exceptional quality standards, and longterm solutions. Ensure department members are trained on standard client care standard
Resolve special request client orders through communication with customers and collaboration with production team
Track warranty claims and dates for services jobs within system
Follow up with clients to extract feedback on quality of service received ensuring high level of satisfaction
Perform research and inquiries on increased service and quality improvement opportunities and connect with Sales Director and Production Manager to design action plans in response
Partner with Production Manager to facilitate approval of rush orders and completion of special client requests
Collaborate with Controller on any financial conflicts with customers and devise resolutions
Coordinate with Purchasing department for sourcing of window parts, glass, and patio doors
Other tasks as assigned

Skills:

Sound understanding of window production and product specifications
Excellent oral and written communication skills
Working knowledge of MS Office Suite, MS Excel, and databases
Demonstrated ability to accurately calculate measurements
Time management and project prioritization skills
Attention to detail and problemsolving skills
Strong organizational skills with the ability to multitask

Education & Experience:

Post Graduate education
5+ years after service and warranty experience within windows manufacturing industry
Previous experience leading projects and teams
Handson experience with data entry, reporting, and scheduling

Stage Windows & Doors is an equal opportunity employer that is committed to inclusion and diversity.

We are committed to providing employment accommodation in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act.

If contacted for an employment opportunity or testing, please advise Human Resources if you require accommodation.