Assistant Manager - Field Service

Durabuilt Windows & Doors•Edmonton, AB

9d•Onsite

About The Position

Durabuilt Windows & Doors is one of Western Canada's largest window and door manufacturers, proudly serving homeowners, builders, contractors, and retailers since 1988. Headquartered in Edmonton, Alberta, we are recognized as one of Canada's Best Managed Companies. The Service Manager leads the service operations team, overseeing technicians, managing daily service delivery, and driving continuous improvement in customer satisfaction and operational efficiency. This role balances hands-on service management with strategic leadership, people development, and organizational growth.

Requirements

Diploma in Business Administration, Operations, or Construction Management
Excellent written and verbal communication skills; ability to present information and respond to questions from customers, managers, and colleagues
Strong multitasking ability with capacity to manage multiple tasks, meet multiple deadlines, and follow up effectively
Keen attention to detail and excellent analytical and critical thinking skills
Solution-focused mindset with ability to identify problems and execute creative solutions
Comfortable managing high-volume workloads with willingness to "roll up your sleeves" and jump in
High comfort level working in fast-paced, constantly changing team environments
Ability to demand and deliver robust, quality results

Responsibilities

Oversee Service Technicians' daily activities and performance
Review run sheets daily to maintain visibility of scheduled jobs and workload
Load service vehicles with required parts for scheduled service calls
Ensure service work is completed in a timely and professional manner
Update systems and paperwork to document job completion or capture detailed information on incomplete work, including: Specific explanation of why work was not completed, Steps required to complete the work, Parts needed to finish the job, Estimated time to completion
Address customer complaints and inquiries in a courteous, professional manner
Ensure customer satisfaction before leaving each job site
Provide leadership for problem resolution to facilitate faster improvements and stronger working relationships
Report rising issues to the Customer Experience Manager
Repair and adjust exterior doors and PVC window products
Assist in re-glazing PVC window products
Contribute hands-on technical expertise when needed
Perform annual reviews and develop growth plans for all direct reports
Foster a high-performance culture through clear expectations and accountability
Actively coach employees to support their growth and advancement opportunities
Handle schedule changes, employee call-ins, and other staffing issues
Develop and standardize procedures and methods to enhance service operations efficiency
Empower employees to identify innovative approaches to improve department performance
Identify and implement opportunities for improvement across the team
Lead and foster a health and safety culture across all activities
Mentor staff on safety practices and compliance
Manage organizational and operational changes and their team impact