RENEWAL BY ANDERSEN SUMMARY

Renewal by Andersen is a pioneer in the window and door industry, and innovation is a huge part of who we are. Renewal by Andersen Signature Service combines the perfect combination of the best people in the industry, a superior process, and an exclusive product. As such, we take great care in building a team of skilled, passionate Difference Makers, caring for our team members' personal and professional growth, and celebrating our differences. We are committed to an inclusive and diverse workplace where all people feel respected, valued, and driven to realize their full potential. We always have opportunities for our team members to give back to the causes they're most passionate about, and as an Energy Star Partner of the Year for many years, Renewal by Andersen is committed to environmental health and sustainability. If you want to be a Difference Maker, Renewal by Andersen is the place for you.

SUMMARY   

Manages all aspects of field service organization activities, including definition & coordination of service processes that directly support field service activities, to ensure effective and efficient delivery of customer service. Develops and fosters a customer-focused, high performance service organization.

PRIMARY RESPONSIBILITIES

• Establish and preserve high customer service expectations, preserving established integrity and Coordinates resolution of service-related problems with homeowners, requiring jobsite visits and negotiations; recommends financial restitution or other service solutions to service claims.
• Recruit, select & train team members, including customer service coordinators and service technicians, both internal and external. Develops service contingency plans when necessary.
• Direct, supervise and train all internal and external Service Technicians, ensuring proper techniques are followed. Monitor performance, quality and timeliness of service activities.
• Develop and maintain ongoing service training program for field service technicians, including technical information, problem solving, and customer resolution.
• Conduct field inspections, ensuring installation and service methods/standards are being followed, minimizing service calls; takes corrective action when necessary.
• Provide continuous feedback to install manager and crews pertaining to quality of work at jobsites.
• Assist installation manager in monitoring crew quality via field inspections as required, based on service history analysis.
• Direct and supervise customer service coordinators (those who execute service processes) ensuring highest levels of customer service are met.
• Manage warranty reimbursement program, maximizing internal efficiencies to ensure the profitability of the program.
• Develop partnership with corporate office to define and develop corrective action plans & procedures that can be used in the field to solve product issues; consult on potential factory fixes; act as field representative at corporate DQAT meetings; identify and recommend appropriate improvements to processes or technology.
• Conduct service team meetings as required.
• Manages the development of reports and analysis of field service activity levels to ensure optimum performance to meet objectives.
• Develops and monitors appropriate assignment of tasks, clearly communicates expectations, and adjusts staff levels and resolves conflicts when necessary. Ensures appropriate tools and resources are available.
• Leads the development of employees and teams by providing timely performance evaluations, constructive feedback, coaching, and educational and growth opportunities.
• Improves and maintains service quality by enforcing policies and procedures, collaborating with other functional areas and encouraging employee participation in solutions.
• Prepares and manages budgets, schedules expenditures, and initiates corrective actions.
• Maintains professional and technical knowledge through formal and informal continuing education opportunities.

QUALIFICATIONS AND SKILLS 

• Minimum of 5-7 years of field experience, including 3-5 years as lead installer and/or service technician; or equivalent with demonstrated performance results or equivalent demonstrated skills and experience; 1-3 years supervisory experience preferred.
• Comprehensive knowledge of Renewal by Andersen's product and processes, including measuring, installation, and service methods.
• Demonstrated problem solving/opportunity identification skills.
• Strong communication skills (verbal and written)
• Strong customer orientation, including customer service and resolution skills; persuasiveness.
• Financial knowledge: understanding of key financial indicators and actions/decisions required to control costs & produce profit.
• Decision making skills; bias for action.
• Solid computer skills, including word processing, spreadsheet, and email/calendar.

CULTURE AND BENEFITS: 

"Be Orange. Be You" is how we express our belief that by embracing our differences and empowering you, we'll be a stronger team able to accomplish what otherwise wouldn't be possible. This Orange spirit has helped us become the #1 innovative window and door brand* and the one homeowners love the most.** It's also why we're committed to supporting you to approach each day with a bright outlook.