Head of Client Support Services

Job Description Exterior Remodeling Service Manager – Coordinate Precision Service Operations for Premium Residential Projects

Job/Employment Type: Full Time.

The Opportunity You will serve as the strategic hub of our service department, ensuring that every homeowner receives the high-touch support and technical resolution they expect from a premium remodeler. This role empowers you to own the post-installation experience, managing logistics and technical troubleshooting for elite roofing, siding, and window systems. Your leadership will directly impact customer loyalty and the long-term integrity of our high-end exterior projects.

Direct the daily operations of the service department by diagnosing technical issues and assigning specialized technicians to appropriate tasks.

Optimize regional service routes across our territory to maximize technician efficiency and reduce response times for our clients.

Synthesize technical data and customer reports to prioritize emergency or weather-sensitive repairs, ensuring rapid property protection.

Collaborate with production and sales teams to identify recurring installation trends and implement proactive quality control solutions.

Manage complex customer communications by translating technical exterior construction requirements into clear, professional expectations for homeowners.

Audit all service documentation within the CRM to ensure accurate warranty tracking and comprehensive project history for every client.

Extensive technical knowledge of residential roofing, siding, replacement windows, and integrated waterproofing systems.

Proven ability to diagnose installation failures and water-infiltration issues through project drawings or field reports.

Demonstrated experience in scheduling, dispatching, or logistics management within the construction or remodeling industry.

Proficiency in utilizing CRM systems and mobile technology to manage high-volume service tickets and documentation.

Strong geographical knowledge of the service area to facilitate effective route planning and resource allocation.

Direct experience managing field service technicians or exterior installation crews.

Advanced understanding of manufacturer warranty processes for Marvin Windows, James Hardie Siding, or premium metal roofing.

Bilingual communication skills to support a diverse range of technicians and customers.

Formal training in construction management or a related technical field.

Competitive annual salary with performance-based incentives and bonuses.

Comprehensive paid time off including vacation days and observed holidays.

Provision of a company phone and computer for streamlined field and office coordination.

About Us Global Home Improvement is a leading exterior remodeling company specializing in premium metal roofing, Marvin Windows, and James Hardie Siding. We foster a results-driven culture rooted in precision, accountability, and outstanding customer service.

Global Home Improvement is an Equal Opportunity Employer and does not discriminate on the basis of race, color, religion, sex (including pregnancy, gender expression, and sexual orientation), parental status, national origin, age, disability, genetic information (including family medical history), political affiliation, military service, or any other status protected by law or regulations.