What You'll Do
Service Operations & Customer Support
-
Manage incoming service requests and coordinate timely scheduling with the administrative team.
-
Schedule service appointments and assign work to service technicians.
-
Ensure service calls are completed professionally, accurately, and on schedule.
-
Maintain complete service documentation, photos, notes, and customer records.
-
Monitor open service cases and ensure consistent communication with customers until resolution.
-
Resolve escalated customer concerns with professionalism and urgency.
Quality Control
-
Inspect completed installation and service projects to ensure company quality standards are met.
-
Identify recurring installation, product, or workmanship issues.
-
Analyze repeat service calls and determine root causes.
-
Collaborate with Installation Managers and Operations Leadership to reduce preventable service issues.
-
Provide coaching and constructive feedback to installers and technicians based on field observations.
-
Develop and improve processes that increase first-time resolution and customer satisfaction.
Inventory & Fleet Management
-
Manage service inventory, replacement materials, and service kits.
-
Ensure service vehicles are fully stocked with the tools, equipment, and materials needed each day.
-
Coordinate with the warehouse to maintain proper inventory levels.
-
Monitor inventory usage and reduce waste, damaged materials, and unnecessary purchases.
Leadership & Team Development
-
Lead monthly department meetings focused on safety, performance, communication, and continuous improvement.
-
Conduct regular one-on-one meetings with service technicians.
-
Provide ride-alongs, field coaching, mentoring, and ongoing training.
-
Develop onboarding materials and service procedures for new team members.
-
Hold team members accountable for workmanship, documentation, communication, and professionalism.
-
Foster a culture of accountability, teamwork, and exceptional customer service.
Reporting & Operations
-
Track department KPIs and performance metrics.
-
Monitor repeat service visits, customer satisfaction, online reviews, open service cases, and department productivity.
-
Report trends, challenges, and improvement opportunities to Operations Leadership.
-
Work closely with Installation, Warehouse, Scheduling, Customer Service, and Administrative teams to improve company performance.
-
Support additional operational initiatives and special projects as needed.
Performance Metrics
-
Success in this role will be measured by:
-
Reduction in repeat service visits
-
First-time service resolution
-
Customer satisfaction and communication
-
Positive online reviews
-
Timely completion of service appointments
-
Technician performance and development
-
Inventory accuracy and vehicle readiness
-
Department productivity and accountability
-
Resolution of outstanding customer balances when applicable
Qualifications
Previous experience in Service Management, Construction Management, Field Operations, Home Improvement, Project Management, Quality Control, or a related leadership role.
-
Strong leadership, coaching, and team development skills.
-
Excellent organizational and time management abilities.
-
Outstanding customer service and conflict-resolution skills.
-
Ability to manage multiple projects and priorities simultaneously.
-
Comfortable working both in the office and in the field.
-
Experience using CRM systems, scheduling software, Microsoft Office, or similar business applications is preferred.
-
Valid driver's license with a clean driving record.
-
Ability to travel throughout West and Northern Michigan.
Benefits
-
Medical Insurance
-
Dental Insurance
-
Vision Insurance
-
Life Insurance
-
Paid Time Off (PTO)
-
401(k)
-
401(k) Company Match
#ZR
