Service & Quality Control Manager

All Weather Seal of West Michigan•Lowell, MI

19d•Hybrid

About The Position

This role is responsible for managing service operations, ensuring quality control, overseeing inventory and fleet management, leading the service team, and reporting on key performance indicators. The goal is to ensure exceptional customer service, efficient operations, and continuous improvement within the service department.

Requirements

Previous experience in Service Management, Construction Management, Field Operations, Home Improvement, Project Management, Quality Control, or a related leadership role.
Strong leadership, coaching, and team development skills.
Excellent organizational and time management abilities.
Outstanding customer service and conflict-resolution skills.
Ability to manage multiple projects and priorities simultaneously.
Comfortable working both in the office and in the field.
Valid driver's license with a clean driving record.
Ability to travel throughout West and Northern Michigan.

Nice To Haves

Experience using CRM systems, scheduling software, Microsoft Office, or similar business applications is preferred.

Responsibilities

Manage incoming service requests and coordinate timely scheduling with the administrative team.
Schedule service appointments and assign work to service technicians.
Ensure service calls are completed professionally, accurately, and on schedule.
Maintain complete service documentation, photos, notes, and customer records.
Monitor open service cases and ensure consistent communication with customers until resolution.
Resolve escalated customer concerns with professionalism and urgency.
Inspect completed installation and service projects to ensure company quality standards are met.
Identify recurring installation, product, or workmanship issues.
Analyze repeat service calls and determine root causes.
Collaborate with Installation Managers and Operations Leadership to reduce preventable service issues.
Provide coaching and constructive feedback to installers and technicians based on field observations.
Develop and improve processes that increase first-time resolution and customer satisfaction.
Manage service inventory, replacement materials, and service kits.
Ensure service vehicles are fully stocked with the tools, equipment, and materials needed each day.
Coordinate with the warehouse to maintain proper inventory levels.
Monitor inventory usage and reduce waste, damaged materials, and unnecessary purchases.
Lead monthly department meetings focused on safety, performance, communication, and continuous improvement.
Conduct regular one-on-one meetings with service technicians.
Provide ride-along's, field coaching, mentoring, and ongoing training.
Develop onboarding materials and service procedures for new team members.
Hold team members accountable for workmanship, documentation, communication, and professionalism.
Foster a culture of accountability, teamwork, and exceptional customer service.
Track department KPIs and performance metrics.
Monitor repeat service visits, customer satisfaction, online reviews, open service cases, and department productivity.
Report trends, challenges, and improvement opportunities to Operations Leadership.
Work closely with Installation, Warehouse, Scheduling, Customer Service, and Administrative teams to improve company performance.
Support additional operational initiatives and special projects as needed.