Manager, Field Service – Western Region

This is a fully remote position, open to applicants in Arizona.

📋 Description

• Lead field service operations that address job site challenges, back charges, warranty issues, and escalated customer concerns.

• Facilitate and guide weekly reviews of customer back charges; collaborate cross-functionally to achieve resolutions and identify root causes.

• Manage the resolution process for Window and Door warranty claims, ensuring prompt communication and closure.

• Act as a key escalation point for intricate customer matters, maintaining professionalism, urgency, and accountability.

• Enhance support for top-tier customers through improved engagement in Field Services alongside business partners.

• Mentor and develop members of the Field Services team, focusing on performance management, coaching, and training.

• Create, implement, and expand Certified Installer Training programs; educate internal team members to assist in facilitation.

• Spearhead internal training programs for employees regarding field services processes, quality standards, and best practices.

• Propel CRM automation initiatives within Field Services to enhance visibility, responsiveness, and data integrity.

• Oversee Field Services' involvement in ERP implementations and system upgrades.

• Discover opportunities to minimize service-related expenses and enhance operational efficiency; propose and endorse policy and process enhancements.

• Utilize data and field insights to proactively recognize trends, risks, and areas for improvement.

• Work closely with Sales to bolster customer relationships and address field-related requirements.

• Collaborate with Manufacturing, Quality, and Operations to resolve recurring field issues and enhance product and installation results.

• Represent Field Services in organizational discussions, including Cornerstone management and professional industry associations (e.g., MBMA, IAS, AWS CWB).

⛳️ Requirements

• A Bachelor's degree in a relevant field is preferred, or an equivalent combination of education and experience.

• At least 2 years of leadership or management experience in Field Service, Construction Management, or Customer Service settings.

• Proven ability to read and interpret blueprints and detailing standards.

• Experience with technology implementations, CRM systems, and ERP platforms.

• Proficient in Microsoft Office (Excel, Word, PowerPoint; Access is preferred).

• Excellent written and verbal communication skills with both internal and external stakeholders.

• Willingness to travel 20% of the time.

🏝️ Benefits

• Medical, dental, and vision benefits starting on day 1.

• 401k.

• Paid time off (PTO).

• Paid holidays.

• Flexible Spending Account (FSA).

• Life insurance.

• Long-term disability (LTD).

• Short-term disability (STD).

• Employee Assistance Program (EAP).

• Discount programs.

• Tuition reimbursement.

• Training opportunities.

• Professional development.