Service-Supervisor

Andersen Windows + Doors
 Northborough, MA

Job ID: 29945

Description

Renewal by Andersen (RbA) is seeking a high performing Service Supervisor supporting our Northborough, MA office.

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.

CULTURE AND BENEFITS:

We are committed to demonstrating mutual respect and appreciation of our similarities and differences so that each employee can realize his/her potential and we exceed our customers’ expectations. In addition to excellent earning potential, we offer excellent benefits, such as low cost medical and dental insurance, and affordable dependent coverage. The other benefits may include:

  • Vision/Life Insurance
  • Health Savings Account contributions
  • Paid holidays plus PTO
  • 401(k) plan contributions
  • Professional development and tuition reimbursement opportunities
  • A culture that supports work-life balance
  • An environment where collaboration is key
  • Volunteer opportunities – on company time
  • Employee Resource Networks
  • Environmentally conscious business outcomes
  • 8,000+ employees and career opportunities nationwide

Beginning December 4, 2021, all new hires will be required to be fully vaccinated against COVID-19 prior to their first day of work at Andersen. This new policy is part of Andersen’s ongoing commitment to protecting the health and safety of our employees, customers, and suppliers. A person is considered fully vaccinated fourteen days after having received a final COVID-19 vaccine dose (the second dose of the Pfizer or Moderna vaccine, or a single Johnson & Johnson vaccine dose).

An Equal Opportunity and Veteran Friendly Employer

Job:

Field Service

Location:

Northborough, MA US

Organization:

Renewal by Andersen Corp.

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