Service Manager
Do you have an eye for logistics? Are you organized, detail oriented and a proven team leader?
At Nordik, we pride ourselves on delivering top-tier windows, doors, and installation services to our community. We believe that exceptional products deserve exceptional after-care. We are looking for a dynamic, organized, and leadership-driven Service Manager to spearhead our service department and ensure our customers receive world-class post-installation support.
Here's our Pitch:
· 5 weeks of vacation!!
· Ongoing training and development
· Supportive and motivating management team and staff
· Competitive salary
· Full Benefits including medical and dental
Key Responsibilities:
- Team Leadership- Manage, mentor, and motivate a team of 10 (field technicians and office coordinators) to ensure peak performance and morale, including but not limited to hiring, onboarding, performance management, training and terminations when necessary.
- Operations & Scheduling- Oversee the daily and weekly scheduling of service appointments, ensuring maximum efficiency, minimal travel times, and prompt customer resolutions.
- Escalations & Customer Care- Act as the senior point of contact for complex customer complaints and escalations. You’ll use your problem-solving skills to resolve issues fairly, professionally, and swiftly.
- Meetings & Collaboration- Lead regular team meetings to align on goals, review safety protocols, and discuss complex service cases. Collaborate with the sales, installation and collection teams to prevent recurring issues.
- Reporting & Analytics- Track, analyze, and present weekly/monthly service reports (e.g., response times, first-time fix rates, warranty costs, and customer satisfaction scores).
- Firm But Fair Management Style- High emotional intelligence coupled with the confidence to address underperformance directly through corrective action and formal improvement plans (PIF)
- Ensuring department metrics and KPIs are met
What We Are Looking For:
- Proven Leadership- 3–5 years of experience managing a team (ideally a mix of field technicians and office administrative staff).
- Industry Knowledge- Experience in the windows, doors, construction, or home improvement industry is highly preferred.
- Elite Problem-Solver- A calm-under-pressure demeanor with a proven track record of successfully de-escalating tense customer situations.
- Tech-Savvy Organizer- Proficient with CRM software and reporting tools (Google Sheets); organized and detail-oriented.
- Great Communicator- Outstanding verbal and written communication skills for dealing with both internal teams and homeowners.
- Have analytical and problem-solving abilities·
- MOST IMPORTANTLY, BE PASSIONATE AND FUN!
If you meet these criteria, we would love to meet you.
Job Type: Permanent
Pay: $60,000.00-$70,000.00 per year
Benefits:
- Casual dress
- Dental care
- Disability insurance
- Life insurance
- On-site parking
- Paid time off
- Vision care
Experience:
- management: 3 years (required)
- Customer Service: 3 years (required)
- window and door or construction: 1 year (preferred)
Work Location: In person
