Service Coordination Manager

FAS Exteriors
Full-Time | Competitive Pay | Benefits | Career Growth

FAS Exteriors is seeking an organized, customer-focused, and experienced Service Coordination Manager to lead our Service Coordination team.

In this role, you will oversee service scheduling, technician support, customer communication, parts ordering, payment processing, and department operations. You will work closely with the Installation, Production, Purchasing, Sales, Accounting, and Operations teams to ensure service requests are handled accurately, professionally, and on time.

The ideal candidate is a strong leader who can manage multiple priorities, resolve customer concerns, support field technicians, and maintain accurate service records in a fast-paced home-improvement environment.

• Competitive compensation
• Paid training
• Medical, dental, and vision insurance
• Life insurance
• 401(k) with company matching
• Paid time off and holidays
• Career-development and advancement opportunities
• Supportive team environment
• Stable and growing company

As the Service Coordination Manager, you will:

• Supervise, train, coach, and support Service Coordinators.
• Assign daily responsibilities and monitor team workloads.
• Oversee the scheduling and dispatching of service technicians.
• Coordinate service appointments with customers, technicians, contractors, and internal departments.
• Monitor open service requests and ensure timely customer follow-up.
• Handle escalated customer concerns professionally and work toward effective resolutions.
• Ensure incoming calls and emails are answered promptly and professionally.
• Review service files for complete notes, photographs, measurements, field documents, and other required information.
• Oversee daily parts ordering and track outstanding or delayed orders.
• Coordinate with Purchasing and Production regarding parts availability.
• Maintain accurate inventory records for service items assigned to company vehicles.
• Review and process approved payments for chargeable service work.
• Maintain accurate information in CRM systems and company databases.
• Compile service reports and provide regular department updates to management.
• Assist with installation scheduling, permit coordination, and inspection scheduling when needed.
• Communicate project and service updates across the Installation, Production, Purchasing, Sales, Accounting, and Operations departments.
• Identify opportunities to improve department efficiency and the customer experience.
• Ensure the team follows company policies, service standards, and established procedures.
• Perform other related duties as assigned.

• High school diploma or GED required.
• Associate or bachelor’s degree in business, construction management, or a related field preferred.
• At least three years of service coordination, scheduling, customer service, construction administration, or related office experience preferred.
• Previous supervisory, team-lead, or management experience preferred.
• Experience in windows, doors, roofing, home improvement, construction, installation, warranty service, or field-service operations is strongly preferred.
• Excellent verbal and written communication skills.
• Strong leadership, coaching, and conflict-resolution abilities.
• Exceptional organizational and time-management skills.
• Ability to prioritize and manage multiple responsibilities in a fast-paced environment.
• Strong attention to detail and commitment to accurate recordkeeping.
• Professional and customer-focused approach to resolving concerns.
• Proficiency with Microsoft Word, Excel, Outlook, and other Microsoft Office applications.
• Experience with CRM, scheduling, dispatch, permitting, or project-management software.
• Experience with window and door ordering software is a plus.
• Ability to handle confidential…