Head of Customer Service and Experience

This means that employees earn ownership in our company through their work and build their net worth based on the company’s change in value over time. Once eligible, you start your journey to ownership with an annual gift of stock averaging 17% of what you make each year!
Franklin Building Supply is a lumber and building material company that has been in business for more than 45 years. We supply just about everything besides plumbing and electrical to build homes. Our focus is on serving professional home builders. Along with supplying materials, we install a wide range of products including framing, overhead doors, insulation, gutters, siding, and more. We also manufacture some products, including trusses, cabinets, doors, and granite countertops.
Our company is full of outstanding people who have been working for Franklin Building Supply for 10, 20, or 30 years. We’re working harder than anyone else in our market to get better every day, adding value for customers and improving the value of our company for our employee-owners.
We are making significant investments in tools, equipment, training, and positions like this to help our team reach its potential.
Along with competitive compensation, we offer competitive benefits that would be expected, including medical/Rx, vision and dental insurance, 401(k), paid time off, holiday pay, disability & life insurance, etc.

The Windows Supervisor – Service owns the customer's experience after the sale — leading the service and install team and making sure every homeowner, builder, and contractor walks away glad they bought from Franklin. This role leads the service technicians and installers, owns service scheduling and dispatch, and drives warranty and customer issues to a clean resolution. Reporting to the Department Manager and working alongside the Windows Supervisor – Operations, this is the face of the department to every customer with a service need — and the leader who keeps that promise across the whole team.

Team & Service Leadership
Assign daily service and install work to technicians and confirm jobs are completed.
Hold regular team check-ins and track technician productivity and training needs.
Complete performance reviews and address attendance and performance issues directly.
Service Scheduling & Dispatch
Schedule and dispatch all service calls in BisTrack.
Confirm appointments with customers and route technicians efficiently.
Triage emergency calls and reschedule planned work as needed.
Order and stage parts and materials needed for upcoming service calls.
Warranty & Claims
File and track warranty claims with Marvin, Amsco, and other vendors.
Document service issues with photos and notes and order replacement parts.
Follow each claim through to credit or reimbursement and close it out in the system.
Customer Service
Take incoming customer service requests and respond within one business day.
Set and communicate appointment windows and follow up after each completed job.
Log customer interactions and resolutions in the job files and BisTrack where appropriate.
Handle escalations and coordinate with sales or operations when needed.
Quality & Reporting
Maintain service vehicle, tool, and parts-stock readiness standards.
Assist with department operations and other tasks as assigned by the Department Manager.

Team: the service team runs motivated, accountable, and pulling in the same direction.
Scheduling: service calls scheduled and dispatched cleanly — right tech, right day, no fire drills.
Warranty: warranty and claims pushed to closure — no aging open items.
Customers: customers feel taken care of and come back — escalations resolved fast.
Quality: callbacks trend down, and turnaround speeds up over time.
Window and door product and service knowledge — including Marvin and Amsco lines.
Proven ability to lead and develop a service or field team and hold them accountable.
Strong customer-relationship and communication skills; Experience scheduling and dispatching service or field work.
Comfortable with computers — service scheduling, warranty, and order systems in BisTrack (or able to learn quickly).
Organized and proactive: follows projects through to accuracy and on-schedule completion.
Work is performed across the showroom/office, warehouse, and customer job sites, including occasional exposure to weather.
Periodic lifting and handling of windows, doors, and service material; able to assess work in the field.
Standing, walking, and driving to job sites as service needs require.