Manage warranty claims and services, and control warranty costs of repairing items in the field.
Review services completed from the day before and enter completed information into a database for monthly reporting.
Ensure day to day service goals and procedures are met and followed.
Perform service resolutions such as writing letters, sending emails, and making phone calls.
Negotiate & settle customer issues that reach levels above coordinator abilities; mitigate costs and maintain customer relations.
Work with the Director, Field Service to create and implement goals and office strategies.
Manage, coach, train and motivate field technicians and call center/office staff (if applicable).
Attend company meetings to represent Field Service interests.
Work with the call center/office staff and field technicians making decisions to mitigate costs and resolve warranty claims.
Provide feedback to manufacturing for quality improvement.
Answer technical questions from Ply Gem techs, customers, sales personal, builders and homeowners.
Review, negotiate & approve subcontractors and customers on billing structures and invoices, and review & approve material orders.
Prepare and maintain reports for daily, weekly, and monthly communications.
Assume temporary Director, Field Service role during his/her absence.
Work with call center/office staff to ensure goals are met each day and drive improvements in areas as needed within the call center/office environment.
Hire and train new call center/office associates and prepare job performance evaluations for pay increases.
Schedule Field Technicians when Technician Scheduler is absent.
Track and enter attendance and work hours into the appropriate time management system.
Monitor call reporting and team effectiveness of answering phones.
Ensure all customers are called back or acknowledged within 48 hours.
Travel to other locations as required.
Promote a positive atmosphere within the workgroup as well as customer experience.
Visit key dealers at least semi-annually.
Advocate Ply Gem cultures and values.
Perform other duties as assigned.
Degree in business management preferred or equivalent combination of education experience required.
Previous experience in people management/supervision and a service background within building trades required. Thorough knowledge of business management and supervision. General knowledge of home construction or building products installation experience. General knowledge of windows & doors.
Valid driver’s license as well as an excellent driving record required. Working knowledge of computer programs: Outlook, Word, AS-400 Systems (JDE & FHA), map program, PowerPoint & extensive knowledge of Excel
Position requires some travel (less than 10%).