Manager, Field Service - Western Region

Cornerstone Building Brands•Phoenix, AZ

1d•Remote

About The Position

The Field Service Manager - Windows & Doors, is responsible for leading field service operations to ensure timely, effective resolution of job site issues and exceptional customer experience. This role serves as a primary operational leader for customer-facing field activities, warranty-related issues, and installer performance, with a strong emphasis on collaboration, root cause analysis, and continuous improvement. The Manager, Field Service partners closely with Service Operations, Sales, Manufacturing, Quality, and third-party vendors to resolve issues efficiently, reduce costs, and strengthen customer relationships. This role also plays a key leadership role in training, technology enablement, and process execution within Field Services. This position reports to the Director of Service Operations. Ideal candidate located near a Cornerstone Building Brands facility within the Western Region of the United States.

Requirements

Bachelor’s degree in a related field is preferred, or equivalent combination of education and experience.
Minimum of 2 years of leadership or management experience in Field Service, Construction Management, or Customer Service environments.
Demonstrated ability to read and interpret blueprints and detailing standards.
Experience with technology implementations, CRM systems, and ERP platforms.
Proficiency in Microsoft Office (Excel, Word, PowerPoint; Access preferred).
Strong written and verbal communication skills with internal and external stakeholders.
Ability to travel 20% of the time.

Responsibilities

Lead field service activities related to job site issues, back charges, warranty concerns, and customer escalations.
Conduct and lead weekly customer back charge reviews; partner cross-functionally to drive resolution and root cause correction.
Oversee resolution of Window and Door warranty related claims, ensuring timely communication and closure.
Serve as a point of escalation for complex customer issues, ensuring professionalism, urgency, and accountability.
Support top-tier customers through enhanced Field Services engagement in partnership with business partners.
Lead and develop Field Services team members, including performance management, coaching, and training.
Develop, deliver, and scale Certified Installer Training programs; train internal team members to support facilitation.
Lead internal training initiatives for employees related to field services processes, quality standards, and best practices.
Drive CRM automation initiatives for Field Services to improve visibility, responsiveness, and data quality.
Lead Field Services participation in ERP implementations and system enhancements.
Identify opportunities to reduce service-related costs and improve operational efficiency; recommend and support policy and process improvements.
Apply data and field insights to proactively identify trends, risks, and improvement opportunities.
Collaborate closely with Sales to support customer relationships and field-related needs.
Partner with Manufacturing, Quality, and Operations to address recurring field issues and improve product and installation outcomes.
Represent Field Services in organizational forums, including Cornerstone management and professional industry groups (e.g., MBMA, IAS, AWS CWB).