Service & Quality Control Manager

All Weather Seal of West Michigan Inc; Lowell (MI); On-site; USD 70,000 - 95,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

Life Insurance

Paid Time Off (PTO)

401(k)

401(k) Company Match

Job summary

All Weather Seal of West Michigan Inc. is seeking a Service Operations Manager to lead service delivery and customer support across West and Northern Michigan.

You will manage incoming service requests, schedule appointments, assign work to technicians, and ensure calls are completed professionally and on time. In this role you will oversee quality control, inventory and fleet management, and leadership development.

Qualifications

• Experience in service management or related leadership role.
• Strong leadership, coaching, and team development skills.
• Excellent organizational and time management abilities.
• Outstanding customer service and conflict-resolution skills.
• Ability to manage multiple projects and priorities.
• Comfortable working both in the office and in the field.
• Experience using CRM systems, scheduling software, Microsoft Office, or similar business applications is preferred.
• Valid driver’s license with a clean driving record.
• Ability to travel throughout West and Northern Michigan.

Responsibilities

• Lead monthly department meetings focused on safety, performance, communication, and continuous improvement.
• Conduct regular one-on-one meetings with service technicians.
• Provide ride-alongs, field coaching, mentoring, and ongoing training.
• Develop onboarding materials and service procedures for new team members.
• Hold team members accountable for workmanship, documentation, communication, and professionalism.
• Foster a culture of accountability, teamwork, and exceptional customer service.
• Manage service inventory, replacement materials, and service kits.
• Coordinate with the warehouse to maintain proper inventory levels.
• Monitor inventory usage and reduce waste, damaged materials, and unnecessary purchases.
• Track department KPIs and performance metrics.
• Monitor repeat service visits, customer satisfaction, online reviews, open service cases, and department productivity.
• Report trends, challenges and improvement opportunities to Operations Leadership.
• Work closely with Installation, Warehouse, Scheduling, Customer Service, and Administrative teams to improve company performance.
• Support additional operational initiatives and special projects as needed.

Skills

Leadership

Coaching

Team development

Organizational skills

Time management

Customer service

Conflict resolution

Multi-project management

Field operations

CRM experience

Scheduling software

Microsoft Office

Driver’s license

Willingness to travel

Tools

CRM systems

Scheduling software

Microsoft Office

Job description

Description

What You’ll Do

Service Operations & Customer Support

• Manage incoming service requests and coordinate timely scheduling with the administrative team.
• Schedule service appointments and assign work to service technicians.
• Ensure service calls are completed professionally, accurately, and on schedule.
• Maintain complete service documentation, photos, notes, and customer records.
• Monitor open service cases and ensure consistent communication with customers until resolution.
• Resolve escalated customer concerns with professionalism and urgency.

Quality Control

• Inspect completed installation and service projects to ensure company quality standards are met.
• Identify recurring installation, product, or workmanship issues.
• Analyze repeat service calls and determine root causes.
• Collaborate with Installation Managers and Operations Leadership to reduce preventable service issues.
• Provide coaching and constructive feedback to installers and technicians based on field observations.
• Develop and improve processes that increase first‑time resolution and customer satisfaction.

Inventory & Fleet Management

• Manage service inventory, replacement materials, and service kits.
• Ensure service vehicles are fully stocked with the tools, equipment, and materials needed each day.
• Coordinate with the warehouse to maintain proper inventory levels.
• Monitor inventory usage and reduce waste, damaged materials, and unnecessary purchases.

Leadership & Team Development

• Lead monthly department meetings focused on safety, performance, communication, and continuous improvement.
• Conduct regular one‑on‑one meetings with service technicians.
• Provide ride‑alongs, field coaching, mentoring, and ongoing training.
• Develop onboarding materials and service procedures for new team members.
• Hold team members accountable for workmanship, documentation, communication, and professionalism.
• Foster a culture of accountability, teamwork, and exceptional customer service.

Reporting & Operations

• Track department KPIs and performance metrics.
• Monitor repeat service visits, customer satisfaction, online reviews, open service cases, and department productivity.
• Report trends, challenges and improvement opportunities to Operations Leadership.
• Work closely with Installation, Warehouse, Scheduling, Customer Service, and Administrative teams to improve company performance.
• Support additional operational initiatives and special projects as needed.

Performance Metrics

• Success in this role will be measured by:
• Reduction in repeat service visits
• First‑time service resolution
• Customer satisfaction and communication
• Positive online reviews
• Timely completion of service appointments
• Technician performance and development
• Inventory accuracy and vehicle readiness
• Department productivity and accountability
• Resolution of outstanding customer balances when applicable

Qualifications

Previous experience in Service Management, Construction Management, Field Operations, Home Improvement, Project Management, Quality Control, or a related leadership role.

• Strong leadership, coaching, and team development skills.
• Excellent organizational and time management abilities.
• Outstanding customer service and conflict‑resolution skills.
• Ability to manage multiple projects and priorities simultaneously.
• Comfortable working both in the office and in the field.
• Experience using CRM systems, scheduling software, Microsoft Office, or similar business applications is preferred.
• Valid driver’s license with a clean driving record.
• Ability to travel throughout West and Northern Michigan.

Benefits

• Medical Insurance
• Dental Insurance
• Vision Insurance
• Life Insurance
• Paid Time Off (PTO)
• 401(k)
• 401(k) Company Match