PRIMARY RESPONSIBILITIES:
Manages all aspects of field service organization activities, including definition & coordination of service processes that directly support field service activities, to ensure effective and efficient delivery of customer service. Develops and fosters a customer-focused, high performance service organization.
· Establish and preserve high customer service expectations, preserving established integrity and Coordinates resolution of service-related problems with homeowners, requiring jobsite visits and negotiations; recommends financial restitution or other service solutions to service claims
· Recruit, select & train team members, including customer service coordinators and service technicians, both internal and external. Develops service contingency plans when necessary.
· Direct, supervise and train all internal and external Service Technicians, ensuring proper techniques are followed. Monitor performance, quality and timeliness of service activities
· Develop and maintain ongoing service training program for field service technicians, including technical information, problem solving, and customer resolution
· Conduct field inspections, ensuring installation and service methods/standards are being followed, minimizing service calls; takes corrective action when necessary
· Provide continuous feedback to install manager and crews pertaining to quality of work at jobsites
· Assist installation manager in monitoring crew quality via field inspections as required, based on service history analysis
· Direct and supervise customer service coordinators (those who execute service processes) ensuring highest levels of customer service are met.
·Other duties as assigned
QUALIFICATION AND SKILL REQUIREMENTS:
· Minimum of 5-7 years of field experience, including 3-5 years as lead installer and/or service technician; or equivalent with demonstrated performance results or equivalent demonstrated skills and experience; 1-3 years supervisory experience preferred
· Comprehensive knowledge of Renewal by Andersen’s product and processes, including measuring , installation and service methods
· Demonstrated problem solving/opportunity identification skills
· Strong communication skills (verbal and written)
· Strong customer orientation, including customer service and resolution skills; persuasiveness
· Financial knowledge: understanding of key financial indicators and actions/decisions required to control costs & produce profit.
· Decision making skills; bias for action
· Solid computer skills, including word processing, spreadsheet and email/calendar
CULTURE AND BENEFITS
“Be Orange. Be You” is how we express our belief that by embracing our differences and empowering you, we’ll be a stronger team able to accomplish what otherwise wouldn’t be possible. This Orange spirit has helped us become the #1 innovative window and door brand* and the one homeowners love the most.** It’s also why we’re committed to supporting you to approach each day with a bright outlook.
Benefits include, and are not limited to:
· 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
We look forward to seeing how your unique skills, background and experiences will inspire our team and help us continue to be the leader we are today.
Compensation is a range $30-38 per hour
Pay is based on several factors including but not limited to work experience, education, geographic location, certifications, etc. In addition to your pay, Andersen Corporation currently offers benefits such as comprehensive health benefits, 401k contribution, paid time off, 8 paid standard holidays, plus 2 floating holidays to use at your discretion, as well as profit sharing (all benefits are subject to eligibility requirements).
In 2024, Andersen has set a profit-sharing target of $4,000 per eligible employee, prorated as appropriate. Profit sharing will be paid out in quarterly installments to provide eligible employees with payments throughout the year, with payment amounts tied to quarterly operating profit performance.
Andersen is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, disability, marital status, national origin, citizenship, genetic information, protected veteran status, or any other characteristic protected by law.
