• Operations
  • Minneapolis, MN, USA
  • Full Time

Position Overview:

The Service Manager is an integral part of the team. This person must demonstrate a high quality of customer service to customers while having the technical ability to troubleshoot and solve technical fireplace issues. As the Service Manager you are the main point of contact for technical questions for the customer once their submittal has been approved, as well as overseeing installations.

Duties and Responsibilities:

  • Offer frontline support to customers via phone and email
  • Manage and log all customer cases, including responses and resolutions, in CRM software
  • Create policies and procedures ensuring timely solutions to all customers including constant evaluations and revisions of policies and procedures
  • Track and report key metrics including: response time, problem resolution, warranty & good will claims, number of calls, and Net Promoter Score
  • Manage and fulfill all warranty claims and replacement part requests
  • Coordinate with multiple sub-contractors and general contractors to ensure ease of install
  • Manage and coordinate all on-site consultations, some travel required
  • Develop, sell, and manage extended service plan options
  • Become the Subject Matter Expert (SME) for all products including: wood, gas and outdoor fire solutions
  • Thorough understanding of product installations and supporting manuals & documents, proactively adding input and recommendations as needed
  • Strong awareness of company recommendation liability
  • Other duties as assigned.

Skills and Experience:

  • Must have excellent communication and interpersonal skills (oral, written and presentation)
  • Must have strong technical skills including knowledge of steel including fabricating, welding, painting and finishing
  • 5+ years' experience in service management
  • Strong problem solving skills
  • Must have technical knowledge and basic understanding of mechanical systems
  • Must have excellent time management and organizational skills
  • Professional attitude: work well independently as well as on a team
  • Experience with CRM and QuickBooks software preferred
  • Strong knowledge of Microsoft Office including: Excel, Word and PowerPoint
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