Field Service Manager

Andersen Corporation Summary

At Andersen, we see possibility everywhere, every day and in everything we do. The possibility for our employees to achieve their full potential, for our communities to be stronger and for everyone to have a healthier, happier place to live.

Our portfolio of brands — Andersen Windows & Doors, Renewal by Andersen and Fenetres MQ — is crafted to serve customers across the new residential, home improvement and light commercial building sector.

Join our more than 13,000 employees who are inspired every day to deliver exceptional experiences that turn possibility into reality.

POSITION SUMMARY:

We are looking for a Field Service Manager that will be supporting specific field strategies to capture and retain targeted and existing customers. Leader for the implementation and management of Field Service programs, solutions, processes, resources & procedures that promote the Enterprise strategies in areas of Customer Experience, Sales, Quality, and Cost at a Territory level. Leads a work force of Andersen Technicians, independent contractors, and participants in the Andersen Dealer Service Network.

Promotes the long-term use of Andersen Enterprise products and services, administering corporate goodwill while limiting liability to the enterprise.

Candidate must live in the greater Atlanta area.

Territory management responsibility for the Enterprise field service job processes, in support of the Andersen warranty, non-warranty revenue opportunities/requests, and sales support for the enterprise suite of products (vinyl to big doors).

Manages Area responsible for the Enterprise field service job completions, in support of Andersen warranty, and Non-Warranty including revenue and profitability.

Responsible for maintaining performance to targeted service levels on KPI’s related to safety, customer experience, quality, and cost.

High functioning member of Area Market teams to provide service expertise in the markets in which they reside.

Creates a collaborative cross functional framework (Call Center, Marketing, Manufacturing, R & D, Legal) to deliver an exceptional customer experience representing the Andersen brand.

Diagnoses customer product service needs and determines solutions for complex field issues in compliance with the warranty or outside the warranty as FSM deems appropriate to manage risk, both protecting the brand and jobsite safety.

Recruits, trains, and manages a network of highly qualified independent contractors and channel partners to complete service labor on behalf of Andersen. Negotiates labor agreements, contracts, and territory assignments with these partners. Creates and develops training in an individual and group environment that focus’ on product knowledge, service procedures, customer satisfaction and execution of job site specifics.

Acts as a business development coach for independent providers and channel service partners.

Provides VoC input and communicates product quality observations to appropriate Business Unit leadership to mitigate future product issues, improve performance, and improve customer experience.

Leads training and development of work teams; including work direction and performance evaluations to improve expertise, productivity and customer communication across the provider network.

Provides work direction to external service provider companies and guidance to technicians on a regular basis and may include direct supervisory responsibility of others.

Bachelor's degree or equivalent experience preferred.

• 5-10 years’ experience in one or more of the following areas: construction management, customer service management, property management, sales management, project management, process engineering or experience in the insurance industry.

• Negotiation Skills
• Problem Solving & Opportunity Identification
• Relationship Building Skills
• Assessment / Evaluation

• Tolerance of Ambiguity
• Knowledge of Products and Services
• Training /Coaching

Pay is based on several factors including but not limited to work experience, education, geographic location,…