Field Service Manager

Position Summary

The Field Service Manager within the Kitchen and Bath division is responsible for overseeing Field Representatives, Field Technicians and Schedulers to ensure quality of installations and to foster and maintain successful relationships with builder representatives and customers.

Key Responsibilities and Duties

• Provide oversight and direction to the field team, ensuring a high level of trust and credibility with the Heritage team and Construction Managers is being built, to create an environment of cross collaboration and partnerships.
• Facilitate ongoing meetings with the field team to align on current activities, priorities and expectations for scheduling and job site presence.
• Maintain a positive relationships with the builder teams to include providing snacks and, beverages, to ensure a high level of engagement and productivity.
• Travel to active job sites as needed to understand status of projects and to help address any issues proactively.
• Partner with and maintain consistent communication with the Quality Associate to review quality walk outcomes and make a plan to address issues, as needed.
• Generate, review and process work orders, job notes, walk packs, parts/ supply orders, invoicing, estimates and supplies to ensure successful project completion.
• Receive and review warranty claims from customers and builders and evaluate claims for validity based on warranty terms, product documentation, and company policies.
• Ensure timely and accurate responses to customers' warranty-related inquiries and provided estimates, as needed..
• Collaborate with internal departments, including manufacturing, quality control, and customer service, to gather necessary information for warranty claim resolution.
• Implements and enforces systems, policies and safety procedures, as needed
• Plans, monitors, and assesses job results.
• Facilitate cross training activities to ensure field teams can participate in Quality walks, measurements, etc.
• Conducts performance evaluations that are timely and constructive.
• Handles discipline and termination of employees as needed and in accordance with company policy.
• Performs other related duties as assigned.

Required Qualifications and Skills.

• No formal education is required, but a High School Diploma is preferred
• Must have prior knowledge and experience working with cabinet installation, cabinet construction or design.
• Excellent verbal and written communication skills.
• Excellent organizational skills and attention to detail.
• Excellent time management skills with a proven ability to meet deadlines.
• Proven experience overseeing and influencing a team

Additional Requirements

• Schedule: 8 hour days aligned with active projects schedules
• Will experience prolonged periods of standing, walking, sitting in a vehicle and working on a computer.
• 100% of travel within Heritage’s area of business
• Must have a valid Driver’s License and meet MVR requirements
• Must be able to lift up to 50 pounds at times
• Must be able to access and navigate residential and or commercial job site
• Will be required to work in a variety of environmental conditions to include inside, outside, hot or cold temperatures.