Service Manager - Windows & Doors

Position Summary:

The Technical Service Manager - Windows & Doors is responsible for overseeing technical service and customer support operations within the windows and doors industry. This role ensures efficient coordination of service activities, supports field service teams, and maintains a high level of customer satisfaction. The position requires industry knowledge, strong technical understanding, and experience with service tracking systems and standard office tools to manage service requests and monitor service performance.

This is a full time position that requires strong organizational, interpersonal, and detail oriented skills. The role also requires someone who is well versed in window specifications, dispatching, service management, and warranties. The successful candidate will be disciplined, punctual, and a strong team player. Occasional travel may be required.

The Technical Service Manager also plays a key role in managing customer service operations, prioritizing service needs in a fast paced environment, and supporting continuous improvement initiatives. Success in this role requires adaptability to change and clear, professional written and verbal communication with customers, technicians, and internal teams.

Key Responsibilities:

Service Operations:

• Receiving and managing service requests end-to-end.
• Ensuring timely replies and follow-ups on all service emails and calls, keeping customers updated.
• Managing cost of service and improving service performance KPIs.
• Developing repair methods and required parts lists.
• Ordering parts in the system.
• Processing chargeable dealer orders and pricing service parts when required.

Technical Diagnosis:

• Communicating with dealers to determine required service and warranty coverage.
• Identifying potential manufacturing defects based on service request details.
• Consulting with Production/QC to diagnose complex issues and determine repair methods.

Reporting & Improvement:

• Reviewing service requests and performance with General Manager and CEO.
• Providing feedback to Production/QC on repetitive or significant quality issues.
• Reporting on KPIs, developing improvement action plans, and revising or creating new KPIs as needed.
• Improving service department productivity and customer satisfaction by implementing world-class tools and systems, including agentic AI.

Administration:

• Maintaining accurate records across service tracking systems and spreadsheets.
• Communicating with dealer representatives to keep them up to date.
• Escalating problematic issues to General Manager.
• Cross-training to the Ontario Service Manager role, able to substitute when required.

Interdepartmental Responsibilities:

Production & QC:

• Addressing technical questions and diagnosing complex cases.
• Providing information on significant and repetitive product issues for Production to address.
• Ensuring parts are ready on time; reviewing and setting parts lead times and processes to maintain high service parts quality.

Sales & Order Desk:

• Gathering customer feedback through Sales/Order Desk.
• Obtaining pricing for non-standard service parts.

Finance:

• Following up to ensure chargeable parts are invoiced correctly.

Purchasing:

• Reviewing purchased parts defects and developing plans to improve quality or replace suppliers.

Technical Skills:

• Experience in the windows and doors industry; field service expertise is a strong asset.
• Proficiency with service tracking systems and standard office tools.

Management & Soft Skills:

• Demonstrated ability to manage customer service operations.
• Strong organizational and prioritization skills in a fast-paced environment.
• Openness to change and continuous improvement.
• Clear and professional written and verbal communication.

Education & Experience:

• Postgraduate education in a relevant field.
• Minimum of 5 years of after-sales service and warranty experience within the windows manufacturing industry.
• Proven experience in leading projects and managing teams.
• Hands-on experience with data entry, reporting, and scheduling tools.

Why Stage Windows & Doors?

• Competitive Salary: We offer a salary that reflects your experience and expertise.
• 100% Employer-Paid Benefits upon successful completion of probation.
• Opportunities for growth and career advancement.
• Dynamic Work Environment: Enjoy an engaging and supportive company culture where teamwork and safety are prioritized.
• We recognize and reward hard work, innovation, and commitment to excellence.

Ready to stand out? Here’s what we’d love to hear from you. Add a cover page along with your resume:
What sets you apart from the rest? Why are you excited about this role? Share an example of a big win!

We thank all interested candidates for applying. Successful candidates will be contacted to participate in the interview process.

Stage Windows & Doors is an equal opportunity employer that is committed to inclusion and diversity. We are committed to providing employment accommodation in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act. If contacted for an employment opportunity or testing, please advise Human Resources if you require accommodation.