Service Manager

Renewal•Tampa, FL

18d•Onsite

About The Position

Renewal by Andersen is a High-End Window and Door Replacement Company – the Elite Product in the Industry. We offer our customers a signature service experience unlike any other. Because our product is top of the line, our customers have high expectations that we must meet or exceed. Our goal is to delight our customers throughout the process and every member of our team should strive to do their best to provide this type of experience for our homeowners. The Service Manager manages all aspects of the field service organization, ensuring efficient, high-quality delivery of customer service. This role defines, coordinates, and continuously improves service processes while fostering a customer-centric, high-performance culture.

Requirements

At least 2yrs of Managerial/Leadership Experience
At least 2yrs of Installation or Service Technician Experience
At least 5yrs of Construction/Home Improvement Field Experience
Proficiency in Microsoft Office (Excel, Outlook, Teams, & Word)
Working experience using Salesforce or similar CRM/project tracking systems
Strong understanding of installation processes, job sequencing, and field logistics
Excellent written and verbal communication skills
Strong problem-solving and decision-making skills
Ability to work independently and collaboratively in a fast-paced environment
Demonstrated time management and organizational skills with the ability to manage multiple projects simultaneously
Must be willing to undergo a criminal background check
Must have a valid driver's license and clean driving record

Nice To Haves

Previous Window/Door Replacement Experience is a Plus

Responsibilities

Upholds high service standards, maintains organizational integrity, and resolves homeowner issues through jobsite visits, negotiation, and recommendations for financial restitution or alternative solutions.
Recruits, selects, and trains customer service coordinators and service technicians (internal and external). Develops contingency staffing plans as needed.
Directs and coaches all service technicians, ensuring proper techniques, consistent performance, and timely completion of service activities.
Designs and maintains ongoing technical and customer-resolution training programs for field technicians.
Conducts field inspections to verify installation and service standards, minimize repeat service calls, and implement corrective actions when required.
Provides continuous quality insights to installation managers and crews, and supports quality monitoring through targeted field inspections based on service history.
Leads coordinators responsible for executing service processes, ensuring exceptional customer experience.
Oversees warranty reimbursement processes to maximize efficiency and profitability.
Collaborates with corporate teams to develop corrective action plans, address product issues, recommend factory fixes, and represent field operations in DQAT meetings.
Conducts service team meetings to align priorities, share updates, and reinforce expectations.
Oversees reporting and analysis of service activity levels to ensure optimal performance and achievement of objectives.
Assigns tasks, communicates expectations, adjusts staffing, resolves conflicts, and ensures teams have the tools and resources needed.
Provides coaching, feedback, and growth opportunities.
Enhances service quality by enforcing policies, collaborating across departments, and encouraging employee participation in problem-solving.
Prepares and manages budgets, monitors expenditures, and initiates corrective actions to maintain financial health.
Maintains technical and professional expertise through ongoing education and industry engagement.