Field Service Assistant Manager

Overview: The purpose of the Field Service Assistant Manager is to monitor and improve the performance of the Field Service Technicians; training and development in areas such as technical skill, assessments, appointment reporting, and customer interactions. The Field Service Assistant Manager is also responsible for providing the customer with prompt window/door service while maintaining positive customer relations.

RESPONSIBILITIES:

• Follow established Renewal service processes and, working with the Service Manager, make recommendations in writing for process improvement.
• Work with Service Manager and Inside Service Lead to create a cohesive and seamless service process and signature service approach.
• Communicate and follow-up on departmental processes and procedures.
• Monitor department standards and implement plans to improve departmental productivity and service. Which includes minimum of 3 to 5 ride along with current service techs, written follow up reporting, and follow up.
• Monitor team performance and seek opportunities to improve processes, procedures or best practices of doing business.
• Assist in employee training and development.
• Responsible for all service jobs for all products.
• Assist in maintaining vehicle and warehouse stock levels to prescribed stock levels and ensure that material is on hand to perform on-site service work.
• Assist in interfacing with customers in a respectful manner, giving the customer the information and explanations that are helpful in understanding the situation and corrective action.
• Stay focused on customer's issues and concerns; responding to requests in a thorough and timely manner.
• Complete and submit required paperwork that is neat, accurate and thorough; ensure that all paperwork is completed in a timely manner.
• Inform Service Coordinator of outcome of all service jobs and service investigations. Provide information as to what is needed for each service/job so it can be ordered correctly.
• Responsible for collecting 100% of service fees.
• Be dependable and punctual in meeting promises/commitments to co-workers and customers.
• Portray a professional appearance with clothing, vehicle and personal actions on-site.
• Willingness to work variable work schedules and adapt to changes as such arise.