Service & Quality Control Manager

Job Description

Job Description

Description:

What You'll Do

Service Operations & Customer Support

• Manage incoming service requests and coordinate timely scheduling with the administrative team.
• Schedule service appointments and assign work to service technicians.
• Ensure service calls are completed professionally, accurately, and on schedule.
• Maintain complete service documentation, photos, notes, and customer records.
• Monitor open service cases and ensure consistent communication with customers until resolution.
• Resolve escalated customer concerns with professionalism and urgency.

Quality Control

• Inspect completed installation and service projects to ensure company quality standards are met.
• Identify recurring installation, product, or workmanship issues.
• Analyze repeat service calls and determine root causes.
• Collaborate with Installation Managers and Operations Leadership to reduce preventable service issues.
• Provide coaching and constructive feedback to installers and technicians based on field observations.
• Develop and improve processes that increase first-time resolution and customer satisfaction.

Inventory & Fleet Management

• Manage service inventory, replacement materials, and service kits.
• Ensure service vehicles are fully stocked with the tools, equipment, and materials needed each day.
• Coordinate with the warehouse to maintain proper inventory levels.
• Monitor inventory usage and reduce waste, damaged materials, and unnecessary purchases.

Leadership & Team Development

• Lead monthly department meetings focused on safety, performance, communication, and continuous improvement.
• Conduct regular one-on-one meetings with service technicians.
• Provide ride-alongs, field coaching, mentoring, and ongoing training.
• Develop onboarding materials and service procedures for new team members.
• Hold team members accountable for workmanship, documentation, communication, and professionalism.
• Foster a culture of accountability, teamwork, and exceptional customer service.

Reporting & Operations

• Track department KPIs and performance metrics.
• Monitor repeat service visits, customer satisfaction, online reviews, open service cases, and department productivity.
• Report trends, challenges, and improvement opportunities to Operations Leadership.
• Work closely with Installation, Warehouse, Scheduling, Customer Service, and Administrative teams to improve company performance.
• Support additional operational initiatives and special projects as needed.

Performance Metrics

• Success in this role will be measured by:
• Reduction in repeat service visits
• First-time service resolution
• Customer satisfaction and communication
• Positive online reviews
• Timely completion of service appointments
• Technician performance and development
• Inventory accuracy and vehicle readiness
• Department productivity and accountability
• Resolution of outstanding customer balances when applicable

Qualifications

Previous experience in Service Management, Construction Management, Field Operations, Home Improvement, Project Management, Quality Control, or a related leadership role .

• Strong leadership, coaching, and team development skills.
• Excellent organizational and time management abilities.
• Outstanding customer service and conflict-resolution skills.
• Ability to manage multiple projects and priorities simultaneously.
• Comfortable working both in the office and in the field.
• Experience using CRM systems, scheduling software, Microsoft Office, or similar business applications is preferred.
• Valid driver's license with a clean driving record.
• Ability to travel throughout West and Northern Michigan.

Benefits

• Medical Insurance
• Dental Insurance
• Vision Insurance
• Life Insurance
• Paid Time Off (PTO)
• 401(k)
• 401(k) Company Match

#ZR

Requirements:

Company Description

We are proud to be recognized as one of West Michigan’s Best and Brightest Companies to Work For and to be a BBB Torch Award recipient.

All-Weather Seal of West Michigan is a family-owned home improvement company that has been serving homeowners across Michigan for over 45 years. We specialize in high-quality replacement windows, bath and shower remodeling, and roofing solutions designed to improve the comfort, appearance, and value of our customers’ homes.

What makes our company different is our people-first culture. We believe in hiring good people, providing strong training, and creating real opportunities for growth. Many of our leaders started in entry-level roles and advanced through hard work, coaching, and consistent performance.

Our team is built around core values of grit, humility, being a good person, capability, and enthusiasm. We are looking for team members who are motivated, coachable, dependable, and excited to be part of a growing company. Whether you are just starting your career or looking for your next opportunity, All-Weather Seal offers a supportive environment where you can learn, grow, and make an impact.

Company Description

We are proud to be recognized as one of West Michigan’s Best and Brightest Companies to Work For and to be a BBB Torch Award recipient.\r\n\r\nAll-Weather Seal of West Michigan is a family-owned home improvement company that has been serving homeowners across Michigan for over 45 years. We specialize in high-quality replacement windows, bath and shower remodeling, and roofing solutions designed to improve the comfort, appearance, and value of our customers’ homes.\r\n\r\nWhat makes our company different is our people-first culture. We believe in hiring good people, providing strong training, and creating real opportunities for growth. Many of our leaders started in entry-level roles and advanced through hard work, coaching, and consistent performance.\r\n\r\nOur team is built around core values of grit, humility, being a good person, capability, and enthusiasm. We are looking for team members who are motivated, coachable, dependable, and excited to be part of a growing company. Whether you are just starting your career or looking for your next opportunity, All-Weather Seal offers a supportive environment where you can learn, grow, and make an impact.