Job Description & How to Apply Below
Job Summary:
This position serves as the central hub between customers, service technicians and sales. The primary goal is to manage the post-sale life cycle, ensuring that service requests, warranty claims and repairs are completed efficiently to maintain high customer satisfaction.
Job Tasks and Responsibilities:
Lead by example and adhere to all Company safety, attendance and behavioral policies and expectations.
Positively promote the Company regarding collaboration and teamwork, accountability, quality, with taking responsibility and pride in developing skills, time management and satisfied customers.
Be fit for work including physically, emotionally and mentally.
Work safe, enforce and follow the OHSA regulations and manufacturers handling and installation instructions.
Scheduling and Dispatching:
Manage the daily calendars for service technicians, including routing for maximum efficiency and coordinating appointment times with customers (homeowners or building contractors).
Communicate with customers, as the primary point of contact for customer service inquiries via phone or email, resolving complaints and providing status updates on pending repairs.
Manage and order parts, identifying necessary replacement parts (glass, hardware,screens) and placing orders with vendors or pulling from internal stock.
Review completed work orders for accuracy, updating CRM or ERP systems, and ensuring all service paperwork is submitted for billing.
Submit and track all warranty claims with manufacturers to ensure the Company and customer are appropriately covered according to the terms and timelines.
Organize and coordinate required equipment like scaffolding or specialized tools for complex on-site service calls.
Accurately calculate and provide service-related pricing quotes to clients and salesteam.
Perform other duties as assigned.
Requirements
Skills, Qualifications and Expectations:
One to three years experience in a coordination, dispatch or customer service role within the construction or home improvement industry.
Career focused with a growth and forward-thinking mindset.
Familiarity with window and door products, including basic understanding of mechanical components (hinges, seals, locking mechanisms).
Digital fluency and experience with scheduling software, CRM systems (like Zoho), and Microsoft Office (specifically Excel for tracking).
Excellent organizational skills and able to multi-task in a high-pressure environment while maintaining professionalism, and strict attention to detail.
Ability to triage service issues and determine the best course of action (e.g., simple repair vs full replacement).
Excellent organizational, prioritization, and time-management skills to meet demands of the job, and completion timelines.
Accountable, attention to detail and commitment to quality control.
Able to communicate clearly, professionally, and respectfully with all team members, supervisors, management and customers.
Good understanding of installation tools, concepts, loading and off-loading delivery requirements
Safety training, including on equipment such as forklift certification, is an asset for occasional coverage and team support.
Familiar and understanding of the OHSA regarding construction regulations.
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