Manager, Field Service – Western Region

Job Description

Take the lead in field service operations, addressing job site challenges, warranty issues, and customer escalations. 1. Conduct regular customer back charge reviews, collaborating cross-functionally to resolve issues and identify root causes. 2. Manage the resolution of window and door warranty claims, ensuring prompt communication and closure. 3. Act as the primary escalation point for complex customer concerns, maintaining professionalism and accountability. 4. Support top-tier customers through enhanced field service engagement with business partners. 5. Mentor and develop field service team members through performance management, coaching, and training. 6. Create, deliver, and expand certified installer training programs, training internal staff to assist in facilitation. 7. Spearhead internal training efforts on field service processes, quality standards, and best practices. 8. Drive CRM automation for field services to enhance visibility, responsiveness, and data quality. 9. Oversee field service participation in ERP implementations and system upgrades. 10. Pinpoint opportunities to lower service costs and improve operational efficiency, recommending and supporting policy changes. 11. Utilize data insights to proactively identify trends, risks, and areas for improvement. 12. Work closely with sales to support customer relationships and field-related needs. 13. Collaborate with manufacturing, quality, and operations to resolve recurring field problems and enhance product and installation results. 14. Represent field services in organizational meetings, including Cornerstone management and industry groups.

Qualifications

1. A bachelor’s degree in a related field or equivalent experience is preferred. 2. A minimum of 2 years of leadership or management experience in field service, construction management, or customer service is required. 3. Must be able to read and interpret blueprints and detailing standards. 4. Previous experience with technology implementations, CRM systems, and ERP platforms. 5. Strong proficiency in Microsoft Office (Excel, Word, PowerPoint; Access preferred). 6. Excellent written and verbal communication skills with internal and external stakeholders. 7. Willingness to travel up to 20% of the time.

Benefits

- Medical, dental, and vision benefits available from day one. - 401k plan for retirement savings. - Paid time off (PTO) for vacations and personal days. - Paid holidays throughout the year. - Flexible spending account (FSA) options. - Life insurance coverage for peace of mind. - Long-term disability (LTD) coverage. - Short-term disability (STD) coverage. - Employee assistance program (EAP) for support and resources. - Discount programs for various products and services. - Tuition reimbursement for further education. - Training opportunities for skill enhancement. - Professional development resources for career growth.