Supervisor - Window Service

The Franklin Group Inc•Caldwell, ID

8d•Hybrid

About The Position

Franklin Building Supply (FBS) is a 100% Employee Owned lumber and building material company with over 45 years of experience and locations across Idaho and Nevada. We supply materials for home building, excluding plumbing and electrical, and focus on serving professional home builders. Our services include installation of framing, overhead doors, insulation, gutters, and siding, as well as manufacturing products like trusses, cabinets, doors, and granite countertops. We are committed to continuous improvement, investing in tools, equipment, and training to enhance our team's potential and company value. We offer competitive compensation and benefits, including medical, vision, dental insurance, 401(k), paid time off, holiday pay, and disability & life insurance. This specific role, Windows Supervisor – Service, is crucial for managing the customer experience post-sale, leading the service and installation team, and ensuring customer satisfaction. The position reports to the Department Manager and collaborates with the Windows Supervisor – Operations, acting as the primary point of contact for customers with service needs.

Requirements

Window and door product and service knowledge, including Marvin and Amsco lines.
Proven ability to lead and develop a service or field team and hold them accountable.
Strong customer-relationship and communication skills; calm and clear under pressure.
Experience scheduling and dispatching service or field work.
Comfortable with computers, including service scheduling, warranty, and order systems in BisTrack (or able to learn quickly).
Organized and proactive: follows projects through to accuracy and on-schedule completion.
Safety-first mindset with the willingness to hold others to the same standard.
Periodic lifting and handling of windows, doors, and service material; able to assess work in the field.
Standing, walking, and driving to job sites as service needs require.

Responsibilities

Assign daily service and install work to technicians and confirm job completion.
Conduct regular team check-ins, track technician productivity, and identify training needs.
Complete performance reviews and address attendance and performance issues.
Approve technician time and time-off requests.
Schedule and dispatch all service calls using BisTrack.
Confirm appointments with customers and efficiently route technicians.
Triage emergency calls and reschedule planned work as necessary.
Order and stage parts and materials for upcoming service calls.
File and track warranty claims with vendors like Marvin and Amsco.
Document service issues with photos and notes, and order replacement parts.
Follow warranty claims through to credit or reimbursement and close them in the system.
Handle incoming customer service requests and respond within one business day.
Set and communicate appointment windows, and follow up after completed jobs.
Log customer interactions and resolutions in job files and BisTrack.
Handle escalations and coordinate with sales or operations when needed.
Track callbacks and resolution times, reporting results monthly.
Maintain service vehicle, tool, and parts-stock readiness standards.
Assist with department operations and other tasks as assigned by the Department Manager.