Service Supervisor

Description:

The individual in our Service Supervisor role will manage all aspects of field service organization activities, including definition and coordination of service processes that directly support field service activities, to ensure effective and efficient delivery of customer service. This individual will develop and foster a customer-focused, high performance service organization.

Primary Responsibilities:

* 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 Field Technicians, ensuring proper techniques are followed. Monitor performance, quality and timeliness of service activities.

* Develop and maintain ongoing service training program for Field 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 Managers 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.

* Manage warranty reimbursement program, maximizing internal efficiencies to ensure the profitability of the program.

* Develop partnership with corporate office to define and develop corrective action plans & procedures that can be used in the field to solve product issues; consult on potential factory fixes; identify and recommend appropriate improvements to processes or technology.

* Conduct service team meetings as required.

* Manages the development of reports and analysis of field service activity levels to ensure optimum performance to meet objectives.

* Develops and monitors appropriate assignment of tasks, clearly communicates expectations, and adjusts staff levels and resolves conflicts when necessary. Ensures appropriate tools and resources are available. Leads the development of employees and teams by providing timely performance evaluations, constructive feedback, coaching, and educational and growth opportunities.

* Improves and maintains service quality by enforcing policies and procedures, collaborating with other functional areas and encouraging employee participation in solutions.

* Prepares and manages budgets, schedules expenditures, and initiates corrective actions.

* Maintains professional and technical knowledge through formal and informal continue education opportunities.

* Manages department personnel activities and issues including assigning work, training and development, performance management and salary administration.

* Supports other Company Owned Retail Operations (CORO) locations & affiliates by providing information & coaching.

* Other duties as assigned.

Qualifications

* High School diploma or equivalent required.

* Minimum 5-7 years of field experience, including 3-5 years as lead installer and/or Field 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 products 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 resolutions skills; persuasiveness.

* Financial knowledge: understanding of key financial indicators and actions/decisions required to control costs & produce profit.

* Decisions making skills; bias for action.

* Solid computers skills, including word processing, spreadsheet and email/calendar.

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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.

Salary Information:

Compensation is a range $75,000-$100,000 annually.

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.