Field Service Manager

ANDERSEN CORPORATION SUMMARY:

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. By celebrating our differences and embracing a positive work-life balance, we are recognized as a Yellow Ribbon company, one of Forbes Magazine's 2021 "America's Best Large Employers" and a "Best Employer for Diversity." As a 2021 Energy Star Partner of the Year, Andersen is also committed to environmental health and sustainability. No matter your role, you'll have the opportunity to make a difference.

We are looking for a Field Service Manager that will be supporting specific field strategies to capture and retain targeted and existing customers. 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 work force 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, in support of the 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, in support of Andersen warranty, and Non-Warranty including revenue and profitability.
• Responsible for maintaining performance to targeted service levels on KPI's related to safety, customer experience, quality, and cost.
• High functioning member of Area Market teams to provide service expertise in the markets in which they reside.
• Creates a collaborative 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 in compliance with the warranty or outside the warranty as FSM deems appropriate to manage risk, both protecting the brand and jobsite safety.
• Recruits, trains, and manages a network of highly qualified independent contractors and channel partners to complete service labor on behalf of Andersen. Negotiates labor agreements, contracts, and territory assignments with these partners. Creates and develops training in an individual and group environment that focus' on product knowledge, service procedures, customer satisfaction and execution of job site specifics.
• Acts as a business development coach for independent providers and channel service partners.
• Negotiates resolutions/settlements for escalated customer situations and disputes with authority up to $5000.
• Provides VoC input and communicates product quality observations to appropriate Business Unit leadership to mitigate future product issues, improve performance, and improve customer experience.
• Responsible for recruiting, hiring and managing development and direction of Technicians and Field Service Representatives.
• Leads training and development of work teams; including work direction and performance evaluations to improve expertise, productivity and customer communication across the provider network.
• Provides work direction to external service provider companies and guidance to technicians on a regular basis and may include direct supervisory responsibility of others.

QUALIFICATIONS AND SKILLS

• Bachelor's degree or equivalent experience preferred.
• 5-10 years' experience in one or more of the following areas: construction management, customer service management, property management, sales management project management, process engineering or experience in the insurance industry.
• Negotiation Skills
• Problem Solving & Opportunity Identification
• Relationship Building Skills
• Assessment / Evaluation
• Tolerance of Ambiguity
• Knowledge of Products and Services
• Training /Coaching

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.

Benefits include, and are not limited to:

• Medical/Dental/Vision/Life Insurance
• Health Savings Account contributions
• Paid holidays plus PTO
• 401(k) plan & contributions
• Professional development and tuition reimbursement opportunities
• Charity contributions
• Nationwide career opportunities

We look forward to seeing how your unique skills, background and experiences will inspire our team and help us continue to be the leader we are today.

* 2020 Andersen brand surveys of U.S. contractors, builders & architects

** 2020 Andersen Brand Survey of U.S. homeowners

In 2024, Andersen has set a profit-sharing target of $4,000 per eligible employee, prorated as appropriate. Profit sharing will be paid out in quarterly installments to provide eligible employees with payments throughout the year, with payment amounts tied to quarterly operating profit performance.

Andersen is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, disability, marital status, national origin, citizenship, genetic information, protected veteran status, or any other characteristic protected by law.