Window & Door Service Manager

Description

Window & Door Service Manager

Full-Time | Monday–Friday | Charleston, SC

Southern Lumber & Millwork is seeking an experienced Window & Door Service Manager to lead our growing Window & Door Service Department. This position is ideal for a knowledgeable window and door professional who enjoys solving problems, working with people, managing a team, and providing excellent customer service.

Our Window & Door Service Department provides post-installation service and repairs for Southern Lumber & Millwork customers throughout the greater Charleston, SC area. The Service Manager will oversee the department's daily operations and lead a team of four Field Service Technicians and one Service Coordinator.

A major responsibility of this position is managing the Field Service Technicians' daily schedules and service calls, ensuring the team is prepared, routes and appointments are coordinated efficiently, and customer service needs are handled in a timely and professional manner.

Schedule

Monday–Thursday: 6:00 AM–4:00 PM 

Friday: 6:00 AM–3:00 PM 

Full-Time | Monday–Friday

About the Role

As our Window & Door Service Manager, you will be responsible for the day-to-day operation of a growing service department. You will coordinate service requests, schedule technicians' days and appointments, assist with diagnostics, support the field team, and communicate directly with contractors and homeowners.

Our service department becomes involved after window and door products have been installed. You will help customers explain the issue they are experiencing, determine what may be needed to address it, and ensure the appropriate technicians, parts, tools, and information are coordinated for the service call.

While much of this position involves managing the department and assisting with diagnostics, you should also be comfortable occasionally visiting local jobsites to evaluate more complex service issues firsthand.

Responsibilities

Service Team Leadership & Scheduling

• Manage, support, and provide daily direction to four Window & Door Field Service Technicians and one Service Coordinator.
• Create and manage the daily schedules and service calls for all Field Service Technicians.
• Coordinate technician routes and appointments throughout the greater Charleston area to make efficient use of each technician's day.
• Prioritize service requests based on urgency, location, parts availability, and the work required.
• Ensure technicians have the appropriate information, parts, tools, and job details before leaving for scheduled service calls.
• Adjust schedules as service needs, jobsite conditions, or customer availability change throughout the day.
• Monitor open service requests and help keep jobs moving toward completion.
• Provide technical guidance and troubleshooting support to technicians in the field.
• Help develop processes and procedures as the department continues to grow.

Customer & Contractor Communication

• Coordinate with homeowners and contractors to schedule service calls and repairs.
• Communicate professionally and politely with customers regarding post-installation window and door concerns.
• Ask the right questions to understand reported issues and help determine the appropriate next steps.
• Explain service procedures and repair recommendations clearly and respectfully.
• Handle challenging conversations professionally while remaining focused on finding practical solutions.
• Provide appropriate follow-up and help ensure customers remain informed throughout the service process.

Window & Door Diagnostics

• Help diagnose window and door performance issues using product knowledge, installation knowledge, photos, customer descriptions, technician feedback, and jobsite inspections.
• Help distinguish between product, installation, adjustment, maintenance, and other service-related concerns.
• Determine appropriate repair strategies and provide technicians with guidance before and during service calls.
• Occasionally visit customer jobsites throughout the greater Charleston area to assist with more complex diagnostics.
• Ensure repairs and adjustments follow manufacturer recommendations and proper window and door service techniques.

Service Coordination

• Work closely with the Service Coordinator, who will assist with ordering parts and other service-related coordination.
• Determine what parts, materials, tools, and information technicians will need before scheduled service calls.
• Coordinate with manufacturers and vendor representatives when additional technical assistance is needed.
• Help minimize repeat service calls by making sure technicians are properly prepared for each appointment.
• Maintain organization and follow-through across multiple open service requests.

Product Knowledge & Continued Learning

• Develop and maintain strong working knowledge of the window and door products Southern Lumber & Millwork sells and services.
• Experience with Andersen, Marvin, and Euro-Wall windows and doors is strongly preferred.
• Participate in manufacturer and vendor training to stay current on proper installation, adjustment, diagnostic, and service techniques.
• Maintain a desire to continue learning as products, hardware, installation methods, and manufacturer service procedures evolve.
• Bring knowledge gained from vendor training back to the department to help develop the entire service team's expertise.

What We're Looking For

• Previous experience in window and door service, installation, repair, construction, millwork, fenestration, or a closely related field.
• Strong working knowledge of window and door installation, operation, troubleshooting, and repair.
• Experience with Andersen, Marvin, and/or Euro-Wall products strongly preferred.
• Previous leadership, supervisory, scheduling, or team management experience preferred.
• Ability to organize and manage multiple technicians, service calls, customers, and priorities each day.
• Strong diagnostic and problem-solving skills.
• Excellent verbal communication and customer service skills.
• A people person who is comfortable communicating with homeowners, contractors, technicians, coworkers, and manufacturer representatives.
• Patient and professional when discussing product concerns or challenging service situations.
• Strong attention to detail and follow-through.
• Comfortable working both in an office environment and occasionally on active residential jobsites.
• Coachable, team-oriented, and eager to continue learning.
• Valid driver's license and ability to travel to local jobsites throughout the greater Charleston area as needed.

The Ideal Candidate

You are a people person, problem solver, and organized leader who can keep a growing service department moving.

You understand that great window and door service starts before a technician arrives at the jobsite. Listening carefully to the customer, diagnosing the issue, scheduling the right technicians, preparing the necessary parts and information, and communicating clearly throughout the process all contribute to a successful service call.

You don't need to know the answer to every service question immediately, but you should have the technical foundation and initiative to diagnose problems, use available resources, work with our vendors, support your technicians, and find the right solution.

Benefits

Southern Lumber & Millwork offers full-time employees a comprehensive benefits package, including:

• Health insurance
• Dental insurance
• Vision insurance
• Life insurance
• Paid time off
• Weekends and holidays off
• Monday–Friday work schedule
• Paid opportunities for continued product and manufacturer training
• Long-term opportunities to grow with an established local company and a growing department

About Southern Lumber & Millwork

Southern Lumber & Millwork has been serving Charleston and the surrounding Lowcountry since 1941. As a third-generation, family owned and operated building materials supplier, we work with homeowners, builders, contractors, architects, and industry professionals throughout the greater Charleston area.

Our Window & Door team works with leading manufacturers including Andersen, Marvin, and Euro-Wall, providing quality products backed by knowledgeable local service.

We're looking for someone who takes pride in helping people, supporting their team, continuing to learn, and finding solutions when challenges arise. 

Work Location: In person

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