On-Site Service & Warranty Team Lead

Cornerstone Building Brands; St. Thomas; On-site; CAD 55,000 - 65,000; Full time

Benefits offered by this job

Bonus

Benefits

Maternity leave

Job summary

Cornerstone Building Brands is seeking a Service Team Lead to provide day-to-day leadership and operational support to the Service/Warranty team under the Service Manager. You will coordinate workflow, support team members, manage escalations, and ensure service standards and processes are followed.

The role emphasizes customer experience, technical guidance, and continuous improvement through KPI tracking and cross-functional collaboration with production, shipping, and quality control.

Qualifications

• 3–5+ years in customer service, warranty, service operations, or related role within window/door, building products, manufacturing or construction industry.
• 1–2+ years of team leadership, coaching, mentoring, or informal leadership.
• Proven experience managing customer concerns, warranty claims, escalations, and complex service issues.
• Experience with dealers, contractors, installers, and homeowners is an asset.
• Experience in manufacturing or technical environment is an asset.
• Knowledge of window and door products, components, and common issues is an asset.
• Strong problem-solving and troubleshooting skills.

Responsibilities

• Oversee day-to-day workflow of the Service/Warranty team to ensure timely responses and issue resolutions.
• Provide coaching, mentoring and guidance to team members for growth and skill development.
• Act as initial primary escalation for complex service/warranty issues.
• Oversee all incoming service requests to ensure accurate documentation and prompt response.
• Work with dealers, contractors, and homeowners to resolve installation, performance, or defects issues.
• Provide technical guidance and solutions for escalated service cases.
• Monitor service request volume and ensure proper coverage during peak periods.
• Track KPIs (response time, resolution rate, customer satisfaction) and implement improvements.
• Collaborate with production, shipping and quality control to resolve recurring issues and root causes.
• Maintain strong knowledge of products, installation best practices, and industry standards.
• Ensure service staff are trained on new products, tools, and processes.

Skills

Team leadership

Coaching & mentoring

Customer experience

Problem solving

Prioritization

Communication

Cross-functional collaboration

Accountability

Continuous improvement

Conflict resolution

Tools

CRM

ERP

Reporting tools

Job description

Cornerstone Building Brands is seeking a Service Team Lead to provide day-to-day leadership and operational support to the Service/Warranty team under the Service Manager. You will coordinate workflow, support team members, manage escalations, and ensure service standards and processes are followed.

The role emphasizes customer experience, technical guidance, and continuous improvement through KPI tracking and cross-functional collaboration with production, shipping, and quality control.