Field Service Supervisor / Superintendent – Windows & Doors

Summary

MITER Brands is a residential window and door manufacturer that provides a leading portfolio of window and door brands for the new construction and replacement segments. MITER Brands, also known as Milgard, MI Windows & Doors and PGTI is one of the nation’s largest suppliers of vinyl windows and patio doors, with plants across the country.

Supervises a team of technicians that investigate and perform repair services at residential homes and commercial buildings ensuring services are performed safely and effectively.

Responsibilities

• Provides leadership to ensure Team Members demonstrate appropriate demeanor, technical accuracy, efficiency and conformity to company policies.
• Maintains contacts with internal departments to ensure availability of materials for service.
• Interviews and hires candidates for Field Service team, conducts annual performance evaluations, schedules staff and approves vacations and time off, provides feedback to field service team, and documents progressive discipline.
• Maintains records of performance.
• Ensures Team Members receive appropriate training necessary to meet and exceed job expectations.
• Assists in developing departmental budget, and initiates and monitors cost reduction programs.
• Works closely with the following departments to resolve product problems discovered through the service resolution process.
• Quality, manufacturing, engineering, purchasing, shipping, customer service, sales, or any other department necessary.
• Attend various meetings such as Quality review, product improvement and others as needed.
• Negotiates settlements with customers.
• Authorizes service calls made by dealers, instead of company Service Representatives, and payment for dealer-performed service calls.
• Authorizes and approves customer back-charges.
• Handles escalated consumer calls and letters concerning product and service issues. This includes corresponding by letter and phone as needed.
• Develops and monitors measuring system for tracking performance of Field Service Representatives and the department in general. Maximizes departmental productivity through proficient use of appropriate software applications.
• Reviews monthly status items, such as fuel, phone bills, expense reports and vehicle safety requirements, and takes corrective action, if needed.

Qualifications

Five years in customer service

Three to five years supervising team members onsite and remotely

Experience in building successful teams

Proficient with the MS Office Suite

About Us

Our benefits package includes coverage of your health, wealth, and wellness for you and your eligible spouse / dependents. We offer a competitive salary and benefits package, including a 401k with company match and generous paid time off to help you balance your life. Below is a list of benefits you will enjoy while working with our company.

MITER Brands, also known as MI Windows and Doors, Milgard and PGT Industries are an equal-opportunity employer. The company does not discriminate based on religion, race, creed, color, national origin, sex, age, disability, handicap, veteran status, sexual orientation, genetic information, or any other applicable legally protected category. #MITERopsfl #MITERopseast