Field Service Assistant Manager at Durabuilt Windows & Doors

Edmonton, Alberta, Canada -

Full Time

Start Date

Immediate

Expiry Date

07 Jun, 26

Salary

0.0

Posted On

09 Mar, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Service Delivery, People Management, Operations Management, Customer Satisfaction, Technical Support, Problem Resolution, Process Improvement, Safety Compliance, Coaching, Analytical Thinking, Multitasking, Attention To Detail, Repair, System Updates, Workload Management

Industry

Building Materials

Description

Durabuilt Windows & Doors is one of Western Canada's largest window and door manufacturers, proudly serving homeowners, builders, contractors, and retailers since 1988. Headquartered in Edmonton, Alberta, we are recognized as one of Canada's Best Managed Companies—a distinction that reflects our innovative products and the exceptional people behind them. We are a team of doers, thinkers, and problem-solvers who care deeply about each other and the customers we serve. If you are passionate about meaningful work, building relationships, and contributing to a trusted Canadian brand, you'll find your place with us. POSITION OVERVIEW The Service Manager leads the service operations team, overseeing technicians, managing daily service delivery, and driving continuous improvement in customer satisfaction and operational efficiency. This role balances hands-on service management with strategic leadership, people development, and organizational growth. KEY RESPONSIBILITIES Operations (60%) Service Delivery & Management • Oversee Service Technicians' daily activities and performance • Review run sheets daily to maintain visibility of scheduled jobs and workload • Load service vehicles with required parts for scheduled service calls • Ensure service work is completed in a timely and professional manner • Update systems and paperwork to document job completion or capture detailed information on incomplete work, including: - Specific explanation of why work was not completed - Steps required to complete the work - Parts needed to finish the job - Estimated time to completion Service Excellence & Customer Focus • Address customer complaints and inquiries in a courteous, professional manner • Ensure customer satisfaction before leaving each job site • Provide leadership for problem resolution to facilitate faster improvements and stronger working relationships • Report rising issues to the Customer Experience Manager Technical Support • Repair and adjust exterior doors and PVC window products • Assist in re-glazing PVC window products • Contribute hands-on technical expertise when needed Leadership & Development (40%) People Management • Perform annual reviews and develop growth plans for all direct reports • Foster a high-performance culture through clear expectations and accountability • Actively coach employees to support their growth and advancement opportunities • Handle schedule changes, employee call-ins, and other staffing issues Process Improvement & Optimization • Develop and standardize procedures and methods to enhance service operations efficiency • Empower employees to identify innovative approaches to improve department performance • Identify and implement opportunities for improvement across the team Safety & Compliance • Lead and foster a health and safety culture across all activities • Mentor staff on safety practices and compliance • Manage organizational and operational changes and their team impact REQUIRED QUALIFICATIONS Education • Diploma in Business Administration, Operations, or Construction Management Core Competencies • Excellent written and verbal communication skills; ability to present information and respond to questions from customers, managers, and colleagues • Strong multitasking ability with capacity to manage multiple tasks, meet multiple deadlines, and follow up effectively • Keen attention to detail and excellent analytical and critical thinking skills • Solution-focused mindset with ability to identify problems and execute creative solutions • Comfortable managing high-volume workloads with willingness to "roll up your sleeves" and jump in • High comfort level working in fast-paced, constantly changing team environments • Ability to demand and deliver robust, quality results WHY JOIN DURABUILT? We are committed to building with purpose: INNOVATIVE – Join a team that continually seeks to improve and create value ACCOUNTABLE – We stand behind our work, our people, and our brand CARING – We genuinely support each other, our customers, and our communities GROWTH-MINDED – We invest in your professional development and expect excellence We believe in diversity, inclusion, and equal opportunity for all. We welcome applicants from every background, experience, and identity. Thank you for your interest in joining Durabuilt Windows & Doors! Thank you for applying!

Responsibilities

The Service Manager leads the service operations team by overseeing technicians, managing daily service delivery, and ensuring timely, professional completion of service calls, including detailed documentation of job status and parts needed. This role also involves hands-on technical expertise in repairing and adjusting exterior doors and PVC window products when necessary.