Service Coordination Manager

FAS Windows & Doors; Orlando (FL); On-site; USD 52,000 - 76,000; Full time

Benefits offered by this job

Competitive compensation

Paid training

Medical, dental, and vision insurance

Life insurance

401(k) with company matching

Paid time off and holidays

Career-development and advancement

Supportive team environment

Stable and growing company

Job summary

FAS Exteriors is seeking an organized, customer-focused Service Coordination Manager to lead our service coordination team. You will oversee scheduling, technician support, customer communication, parts ordering, payments, and department operations in a fast-paced home-improvement environment.

The ideal candidate will have strong leadership, multi-tasking ability, and a track record of resolving customer concerns while maintaining accurate service records.

Qualifications

• High school diploma or GED required or equivalent experience.
• Associate or bachelor’s degree in business, construction management, or related field preferred.
• At least three years of service coordination, scheduling, customer service, or related office experience preferred.
• Previous supervisory or management experience preferred.
• Experience in windows, doors, roofing, home improvement, construction, installation, warranty service, or field-service operations is strongly preferred.
• Excellent verbal and written communication skills.
• Strong leadership, coaching, and conflict-resolution abilities.
• Exceptional organizational and time-management skills.
• Ability to prioritize multiple responsibilities in a fast-paced environment.
• Strong attention to detail and commitment to accurate recordkeeping.
• Professional and customer-focused approach to resolving concerns.
• Proficiency with Microsoft Word, Excel, Outlook, and other Office apps.
• Experience with CRM, scheduling, dispatch, permitting, or project-management software.
• Experience with window and door ordering software is a plus.

Responsibilities

• Supervise, train, coach, and support Service Coordinators.
• Assign daily responsibilities and monitor team workloads.
• Oversee scheduling and dispatching of service technicians.
• Coordinate service appointments with customers, technicians, and internal departments.
• Monitor open service requests and ensure timely follow-up.
• Handle escalated customer concerns professionally and resolve issues.
• Ensure calls and emails are answered promptly and professionally.
• Review service files for complete notes, photos, and field documents.
• Oversee daily parts ordering and track outstanding orders.
• Coordinate with Purchasing and Production on parts availability.
• Maintain accurate inventory records for service items on company vehicles.
• Review and process approved payments for chargeable service work.
• Maintain CRM data and department databases.
• Compile service reports and provide department updates to management.
• Assist with installation scheduling, permit coordination, and inspections when needed.
• Communicate project and service updates across departments.
• Identify opportunities to improve department efficiency and customer experience.
• Ensure adherence to company policies and procedures.

Skills

Leadership

Supervisory experience

Scheduling

Customer service

Communication

Organization

Time management

Detail-oriented

Microsoft Office

Education

High school diploma or GED

Associate or bachelor's degree in business/construction management or related field preferred

Tools

CRM software

Scheduling software

Dispatch software

Permitting software

Project management software

Microsoft Office

Job description

FAS Exteriors
Full-Time | Competitive Pay | Benefits | Career Growth

FAS Exteriors is seeking an organized, customer-focused, and experienced Service Coordination Manager to lead our Service Coordination team.

In this role, you will oversee service scheduling, technician support, customer communication, parts ordering, payment processing, and department operations. You will work closely with the Installation, Production, Purchasing, Sales, Accounting, and Operations teams to ensure service requests are handled accurately, professionally, and on time.

The ideal candidate is a strong leader who can manage multiple priorities, resolve customer concerns, support field technicians, and maintain accurate service records in a fast-paced home-improvement environment.

What We Offer

• Competitive compensation
• Paid training
• Medical, dental, and vision insurance
• Life insurance
• 401(k) with company matching
• Paid time off and holidays
• Career-development and advancement opportunities
• Supportive team environment
• Stable and growing company

Responsibilities

As the Service Coordination Manager, you will:

• Supervise, train, coach, and support Service Coordinators.
• Assign daily responsibilities and monitor team workloads.
• Oversee the scheduling and dispatching of service technicians.
• Coordinate service appointments with customers, technicians, contractors, and internal departments.
• Monitor open service requests and ensure timely customer follow-up.
• Handle escalated customer concerns professionally and work toward effective resolutions.
• Ensure incoming calls and emails are answered promptly and professionally.
• Review service files for complete notes, photographs, measurements, field documents, and other required information.
• Oversee daily parts ordering and track outstanding or delayed orders.
• Coordinate with Purchasing and Production regarding parts availability.
• Maintain accurate inventory records for service items assigned to company vehicles.
• Review and process approved payments for chargeable service work.
• Maintain accurate information in CRM systems and company databases.
• Compile service reports and provide regular department updates to management.
• Assist with installation scheduling, permit coordination, and inspection scheduling when needed.
• Communicate project and service updates across the Installation, Production, Purchasing, Sales, Accounting, and Operations departments.
• Identify opportunities to improve department efficiency and the customer experience.
• Ensure the team follows company policies, service standards, and established procedures.
• Perform other related duties as assigned.

Qualifications

• High school diploma or GED required.
• Associate or bachelor’s degree in business, construction management, or a related field preferred.
• At least three years of service coordination, scheduling, customer service, construction administration, or related office experience preferred.
• Previous supervisory, team-lead, or management experience preferred.
• Experience in windows, doors, roofing, home improvement, construction, installation, warranty service, or field-service operations is strongly preferred.
• Excellent verbal and written communication skills.
• Strong leadership, coaching, and conflict-resolution abilities.
• Exceptional organizational and time-management skills.
• Ability to prioritize and manage multiple responsibilities in a fast-paced environment.
• Strong attention to detail and commitment to accurate recordkeeping.
• Professional and customer-focused approach to resolving concerns.
• Proficiency with Microsoft Word, Excel, Outlook, and other Microsoft Office applications.
• Experience with CRM, scheduling, dispatch, permitting, or project-management software.
• Experience with window and door ordering software is a plus.
• Ability to handle confidential information professionally.
• High level of integrity, accountability, and sound judgment.

Key Performance Expectations

• Provide timely responses to customer calls, emails, and service concerns.
• Maintain accurate technician schedules and service records.
• Minimize scheduling errors, missed appointments, and unnecessary delays.
• Ensure open service requests receive consistent follow-up.
• Maintain accurate parts, inventory, payment, and customer documentation.
• Resolve escalated customer concerns professionally.
• Promote clear communication between service technicians and internal departments.
• Develop an accountable, knowledgeable, and customer-focused service team.
• Provide management with timely and accurate department updates.

Join FAS Exteriors

At FAS Exteriors, our employees are an important part of our continued success. We invest in our team through training, professional development, and opportunities for advancement.

If you are an experienced service or operations professional with strong leadership, scheduling, and customer-service skills, we would love to hear from you.

FAS Exteriors provides equal employment opportunities in accordance with applicable law.