Field Service Supervisor

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.

Why work at MITER Brands?

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

• 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.

• 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