Site Service Manager

Overview

Full job description JELD-WEN is currently seeking a Site Service Manager to join our growing team.

This is a management position responsible for managing field service techs in the Northeast U.S. You will be expected to manage a team of up to 20 field service technicians in a safe, efficient, cost-effective manner to ensure we are providing “world‑class customer service” to all customers while increasing shareholder value. You will work with other Field Managers to provide quality warranty coverage for all JW customers.

• Manage field service technicians with a priority of operating safely in a cost-effective, professional manner.
• Manage a team of supervisors and employees.
• Maintain quality and consistent field reporting.
• Maintain a safe work environment for all employees and follow safety policies.
• Provide leadership and tools to put your employees in position for advancement.
• Support and work with other regions to maintain consistent service coverage.
• Manage by applied metrics to hold employees accountable.
• Complete forecasting as needed to maintain adequate support in each service area.
• Maintain and evaluate provider coverage in your region.
• Effectively measure, evaluate, and control costs for your direct reports.
• Develop new methods and procedures to improve the customer experience.
• Strategize with the Operations team to improve and standardize all field operations.
• Control operating costs.
• Complete staff evaluations and performance plans that align with customer care goals.
• Accountable for all incident reporting involving your team members.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Possesses a degree or diploma in business, communications, or a related field.
• Possess organizational and analytical skills and be able to coordinate a team on a regular basis and maintain and project a strong work ethic with a sense of urgency and personal accountability. Must be solutions focused and results driven.

• Ability to write correspondence and deliver instructions clearly and concisely.
• Ability to effectively present information in one‑on‑one and small group situations to customers, clients, and other employees of the organization.

• Some advance math may be required from time to time. Requires the ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
• Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.

• Ability to apply common sense understanding to deliver detailed but uninvolved written or oral instructions.
• Must have keen analytical skills and be able to offer solutions to complex problems.

• Computer skills needed. Ability to use Microsoft Office products (Word, Excel, PowerPoint, Visio, Access).
• Titan/Doclink experience or demonstrated ability to quickly learn Titan/Doclink.

• Must have a post‑secondary diploma or degree (2‑year minimum) and demonstrate effective, professional verbal and written communication skill with a variety of audiences.
• Valid driver’s license and clean driving record.

• The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.

• Must be able to lift up to 45 kg as part of the regular duties.

• The employee may be required to travel in support of projects and coordination of service‑related issues.

• Excellent communication skills.
• Follow JELD‑WEN policies and procedures.
• Excellent leadership and management skills.
• Knowledgeable in construction practices and building codes.
• Manage employees and processes.
• Knowledgeable on OSHA requirements.
• Promote team atmosphere.
• Self‑motivator and can motivate others.
• Can produce and maintain an…