Service Operations Manager

Provide leadership to the Outside Services team communicating clear goals, effectively positioning teams, creating alignment, motivating employees, driving for results, monitoring performance, and following up.

• Provide leadership and daily work direction for outside customer service staff of technicians who provide service nationwide. Approve expenses and hours worked (regular and overtime). Conduct performance reviews by utilizing Siebel metrics and ride-along evaluations; they must be of good content and 100% on time. Implement remedial training and/or disciplinary actions if needed.
• Responsible for the interviewing and hiring of new employees. Stress the importance of following safety rules and using proper safety equipment and procedures such as correct lifting techniques.
• Communication: Provide timely, professional and courteous communication to both internal and external customers. Exhibit excellent interpersonal skills when interacting with staff, other departments, manufacturing locations and customers. Lead by example and mentor staff in providing good communications to customers and co-workers. Utilize all forms of communication to keep the service techs involved and up to date. Encourage techs to leave bounce back cards to solicit feedback on the level of service provided. Encourage proper jobsite documentation and the correct use of Siebel.
• Continuous Improvement: Strive for ways to improve department efficiencies and establish valid, up to date department metrics. Lead and/or participate on project teams that will help us meet our department and Company goals. Promote 5-S and lead by example. Know and communicate the Marvin Company goals, vision and values. Work toward improving first time completes (FTC)
• Manage fleet of service vehicles: Ensure service vans are kept well stocked and orderly. Inspections must be done on time, fuel and mileage logs must be kept up to date. Work with Manager in making the decision when to replace fleet vehicles.
• Planning and Budgeting: Develop along with management team, departmental and corporate level goals with employee involvement. Review budget monthly. Responsible for ensuring techs are scheduling and consolidating jobs in specific areas to save dollars.
• Train coach and mentor staff: Provide employees with training and tools that encourage job growth. Provide specific feedback to staff on a continuing basis, listen to employee issues and provide conflict resolution. Offer employees training when needed and test their knowledge in the areas of product, installation, repair, systems and communication.

• 2 years of college or technical studies or equivalent experience
• Several years of experience in customer service.
• Experience in the building industry and channel partner areas.
• Experience with Marvin computer software systems.
• Strong product knowledge and leadership experience.
• Leadership classes such as Excellence in Supervision, Situational Leadership and Coaching and Feedback.

From people to products, Marvin is committed to creating better ways of living. When you join this family-owned and -led window and door company, you belong to a community full of opportunities.

For more than a century, weve been at the forefront of designing, building, and engineering premium, award-winning products. Today, Marvin is also proud to have been named a Top Large Employer by Forbes Magazine two years in a row, in 2024 and 2025. With operations in 19 cities across North America, we manufacture Marvins quality products, including Infinity Replacement Windows and Doors, and TruStile Doors.

Together, we uphold our values and foster a culture where safety and the wellbeing of our people comes first. We take a better living approach with benefits to support you at work and beyond. From day one, you will enjoy health insurance, paid holidays, paid parental leave, a 401(k) retirement savings match and more!

Some of our unique and most popular benefits include:

• $300 annual wellbeing account to spend on what helps you feel happy + healthy
• Better Living Day! (a paid day off to go have some fun)
• Annual profit sharing recognizing everyones contribution to Marvins success
• Giving at Marvin participate in organized volunteer opportunities
• Brighter Days Fund financial support from your colleagues and the Marvin family during personal hardships

Join the more than 8,000 Marvin team members to experience these benefits and more. Apply today!

This job posting is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities of the employee. Accommodation may be made to enable an individual with a disability to perform the essential functions of the position. Any employment offer depends on completing a background check and drug screen to company standards.