Field Service Manager – Arcadia Custom Window and Door Manufacturing

Company Overview: Arcadia Custom is a leading high-end window and door manufacturing company dedicated to delivering exceptional quality and craftsmanship. Our commitment to innovation and customer satisfaction has positioned us as an industry leader. We are seeking a dynamic and experienced Field Service Manager to lead our team of service technicians, ensuring the highest level of customer service and technical expertise.

Position Overview: As the Field Service Manager, you will be responsible for overseeing and managing the field service operations for our high-end window and door products. You will lead a team of service technicians, ensuring timely and effective resolution of customer issues, and maintaining the company's reputation for excellence in customer service.

Key Responsibilities:

Team Leadership:

Recruit, train, and mentor a team of skilled service technicians.

Foster a positive and collaborative team culture that prioritizes customer satisfaction.

Conduct regular performance evaluations and provide constructive feedback to enhance team effectiveness.

Service Operations Management:

Develop and implement service strategies to meet or exceed customer expectations.

Monitor and manage field service schedules to optimize efficiency and timely response to customer requests.

Ensure adherence to safety protocols and industry standards during service operations.

Customer Relationship Management:

Act as the primary point of contact for escalated customer issues and concerns.

Collaborate with the sales and customer support teams to enhance customer satisfaction and loyalty.

Implement proactive measures to prevent recurring service issues and improve overall product performance.

Technical Expertise:

Stay abreast of industry trends, product developments, and technical advancements in window and door manufacturing.

Provide technical guidance and support to service technicians to address complex issues and ensure effective problem resolution.

Collaborate with the product development team to relay customer feedback for continuous product improvement.

Reporting and Analytics:

Develop and maintain service-related performance metrics and KPIs.

Generate regular reports on service team performance, customer satisfaction, and key trends for management review.

Utilize data insights to identify areas for improvement and implement strategic initiatives accordingly.

Qualifications:

Bachelor's degree in a related field (Engineering, Business, etc.) or equivalent work experience.

Proven experience in managing field service teams, preferably in the window and door manufacturing industry.

Strong technical knowledge of high-end window and door products.

Excellent leadership, communication, and interpersonal skills.

Ability to prioritize and manage multiple tasks in a fast-paced environment.

Proactive problem-solving and decision-making skills.

Familiarity with CRM systems and reporting tools.

Join Arcadia custom and play a crucial role in delivering unparalleled service excellence to our esteemed customers. If you have the skills and experience required, we invite you to apply and contribute to the success of our dynamic team.