Field Service Manager - Andersen Corporation : Job Details

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ANDERSEN CORPORATION SUMMARY: At Andersen, we pride ourselves on our core values of Humility, Ownership, Meaningful connection, and Expertise - HOME. Headquartered in Bayport, Minnesota, Andersen Corporation is the largest window and door manufacturer in North America. We're focused on bringing more light into people's lives by helping them create healthier, happier spaces to build memories and do what they love. This applies to our team, too.

Description & Requirements

POSITION SUMMARY: We are looking for a Field Service Manager who will support specific field strategies to capture and retain targeted and existing customers. The leader for the implementation and management of Field Service programs, solutions, processes, resources & procedures that promote the Enterprise strategies in areas of Customer Experience, Sales, Quality, and Cost at a Territory level. Leads a workforce of Andersen Technicians, independent contractors, and participants in the Andersen Dealer Service Network. Promotes the long-term use of Andersen Enterprise products and services, administering corporate goodwill while limiting liability to the enterprise.

PRIMARY RESPONSIBILITIES:

• Territory management responsibility for the Enterprise field service job processes, supporting Andersen warranty, non-warranty revenue opportunities/requests, and sales support for the enterprise suite of products (vinyl to big doors).
• Manages area responsible for the Enterprise field service job completions, supporting Andersen warranty and Non-Warranty including revenue and profitability.
• Maintains performance to targeted service levels on KPIs related to safety, customer experience, quality, and cost.
• Collaborates with Area Market teams to provide service expertise in their markets.
• Creates a cross-functional framework (Call Center, Marketing, Manufacturing, R & D, Legal) to deliver an exceptional customer experience representing the Andersen brand.
• Diagnoses customer product service needs and determines solutions for complex field issues, managing risk and ensuring safety and brand integrity.
• Recruits, trains, and manages a network of qualified independent contractors and channel partners, negotiating labor agreements and contracts, and developing training programs.
• Acts as a business development coach for service providers and channel partners.
• Provides VoC input and communicates product quality observations to leadership to mitigate future issues and improve customer experience.
• Leads training and development of work teams, including performance evaluations to enhance expertise and communication.
• Provides work direction to external service providers and technicians, with potential supervisory responsibilities.

QUALIFICATIONS:

• Bachelor's degree or equivalent experience preferred.
• 5-10 years' experience in construction management, customer service management, property management, sales management, project management, process engineering, or insurance industry.
• Negotiation skills, problem solving, relationship building, assessment/evaluation skills.

ADDITIONAL QUALIFICATIONS:

• Tolerance of ambiguity, knowledge of products/services, training/coaching skills.

COMPENSATION: Expected earning between $97,059 - $150,441/year, based on experience and other factors.

CULTURE & BENEFITS: Embracing differences, providing growth opportunities, and supporting well-being through various benefits including 401(k), health coverage, paid leave, profit sharing, and career development.

VISA SPONSORSHIP: Not available at this time. Applicants with independent work authorization are encouraged to apply.

EQUAL OPPORTUNITY: We are an equal opportunity employer, considering all qualified applicants without discrimination.

If you need accommodations during the application process, contact [email protected].

We look forward to your application and how your skills can contribute to our team.