Job Description
Description:
The Assistant Production Manager is responsible for overseeing our service department from the initial customer request through final resolution. This role manages service scheduling, technician performance, warehouse coordination, remote troubleshooting, and service-related key performance metrics while ensuring customers receive timely, high-quality service.
What You'll Do
Manage service requests from intake through customer-confirmed completion.
Schedule and dispatch service technicians based on urgency, geography, technician expertise, parts availability, and workload.
Develop and improve remote troubleshooting procedures to reduce unnecessary service visits.
Monitor technician productivity and ensure complete documentation, photos, and service records.
Establish and maintain standard labor times for recurring service types.
Analyze service trends, repeat visits, delays, and recurring product or installation issues to identify opportunities for improvement.
Coordinate with warehouse teams to ensure service materials and replacement parts are ordered, staged, tracked, and returned properly.
Communicate installation-related service trends with Field Managers to improve installation quality.
Provide weekly reporting on service performance, staffing needs, customer escalations, and department metrics.
Support continuous improvement initiatives that increase efficiency and customer satisfaction.
Qualifications
Previous management or supervisory experience in construction, manufacturing, service operations, or a related industry preferred.
Strong leadership and team management skills.
Excellent organizational and time management abilities.
Ability to prioritize multiple projects in a fast-paced environment.
Strong problem-solving and decision-making skills.
Excellent verbal and written communication.
Experience using Microsoft Office and scheduling or production software.
Ability to analyze data and improve operational performance.
Customer-first mindset with a commitment to delivering exceptional service.
Preferred Experience
Residential construction, remodeling, windows and doors, or home improvement industry experience.
Service scheduling or dispatch experience.
Warehouse or inventory coordination.
Experience tracking KPIs and improving operational processes.
Success in This Role
Successful candidates will consistently:
Improve first-time service resolution rates.
Reduce service backlog and response times.
Increase technician productivity.
Maintain accurate documentation and service records.
Improve customer satisfaction through timely communication and quality service.
Collaborate effectively across production, sales, warehouse, and field operations.
Benefits
Health Insurance
Vision Insurance
Dental Insurance
Paid Time Off
Paid Holidays
Retirement Plan
Company-Sponsored Training & Professional Development
Opportunities for Career Growth
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