Field Service Manager

Viwinco • Morgantown, PA

2d

About The Position

At Viwinco, we believe exceptional service is just as important as exceptional products. We are looking for a Field Service Manager to lead our Factory Direct Warranty and Chargeable Service programs. In this role, you will drive operational excellence, lead a team of field professionals, and ensure our customers receive best-in-class service across all markets. This position is ideal for someone who enjoys leading teams, improving systems, and delivering outstanding customer experiences while helping grow a strategic service operation.

Requirements

• 3–5 years of management experience in window service, installation, or a similar construction-related field.
• Experience leading teams in a matrixed or multi-location environment.
• Strong understanding of patio door and window service/repair.
• Experience using and improving Salesforce Field Service or similar platforms.
• Excellent verbal and written communication skills.
• Strong presentation and training abilities.
• Ability to analyze reports, identify trends, and solve complex problems.
• Highly organized with strong attention to detail.
• Empathetic approach to customer concerns.
• Strong commitment to customer service and first-call resolution.

Responsibilities

• Provide direct and multi-level leadership for field technicians, coordinators, and service managers.
• Manage and support a remote workforce while maintaining strong team engagement.
• Review and approve weekly timecards and PTO requests.
• Establish and maintain in-field service standards across all markets.
• Ensure warranty and chargeable service work is delivered accurately, efficiently, and professionally.
• Maintain a customer-first mindset and promote first-call resolution.
• Partner closely with Sales and Customer Service teams to ensure total customer satisfaction.
• Support escalated service situations and help drive effective resolutions.
• Lead the execution and optimization of the Salesforce Field Service platform.
• Ensure the team fully utilizes systems for scheduling, reporting, and service tracking.
• Maintain accurate and timely documentation and reporting.
• Identify opportunities to expand Chargeable Service revenue streams.
• Improve service delivery with a lean, efficient approach that differentiates Viwinco in the marketplace.
• Travel up to 50% for training, field supervision, and customer escalations.
• Work effectively from the office, remotely, and on the road.

Benefits

• Opportunity to lead a growing service organization
• Work with a team committed to quality and customer satisfaction
• Make a direct impact on service innovation and operational excellence

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed
• Number of Employees: 11-50 employees