Site Service Manager

Cit Group; Arizona; On-site; USD 90,000 - 130,000; Full time

Job summary

JELD-WEN, Inc. is seeking a Site Service Manager to lead a field service team across the Northeast U.S. You will oversee up to 20 technicians, ensuring safety, efficiency, and high-quality customer service while improving shareholder value.

You will coordinate with Field Managers to provide reliable warranty coverage. The ideal candidate has a business/communications degree and strong leadership, budgeting, and forecasting skills, with a proven ability to drive performance and cost control.

Qualifications

• Bachelor's degree or diploma in business, communications, or related field.
• Strong organizational and analytical skills with team coordination.
• Ability to write clearly and present information to individuals and groups.
• Proficiency with Microsoft Office (Word, Excel, PowerPoint, Visio, Access).
• Valid driver’s license and clean driving record.

Responsibilities

• Manage field service technicians safely and cost-effectively.
• Lead and develop supervisors and employees.
• Maintain quality field reporting and cost control.
• Forecast staffing and service coverage across regions.
• Collaborate with Operations team to standardize field ops.
• Ensure incident reporting and safety compliance.

Skills

Leadership

People management

Budgeting

Forecasting

Safety compliance

Analytical skills

Communication

Problem solving

Teamwork

Project coordination

Education

Bachelor's degree in business/communications or related field

Tools

Titan/Doclink

Excel

Word

PowerPoint

Visio

Job description

Overview

Full job description JELD-WEN is currently seeking a Site Service Manager to join our growing team.

Opportunity

This is a management position responsible for managing field service techs in the Northeast U.S. You will be expected to manage a team of up to 20 field service technicians in a safe, efficient, cost-effective manner to ensure we are providing “world‑class customer service” to all customers while increasing shareholder value. You will work with other Field Managers to provide quality warranty coverage for all JW customers.

What You Will Do

• Manage field service technicians with a priority of operating safely in a cost-effective, professional manner.
• Manage a team of supervisors and employees.
• Maintain quality and consistent field reporting.
• Maintain a safe work environment for all employees and follow safety policies.
• Provide leadership and tools to put your employees in position for advancement.
• Support and work with other regions to maintain consistent service coverage.
• Manage by applied metrics to hold employees accountable.
• Complete forecasting as needed to maintain adequate support in each service area.
• Maintain and evaluate provider coverage in your region.
• Effectively measure, evaluate, and control costs for your direct reports.
• Develop new methods and procedures to improve the customer experience.
• Strategize with the Operations team to improve and standardize all field operations.
• Control operating costs.
• Complete staff evaluations and performance plans that align with customer care goals.
• Accountable for all incident reporting involving your team members.

Who You Are

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education & Experience

• Possesses a degree or diploma in business, communications, or a related field.
• Possess organizational and analytical skills and be able to coordinate a team on a regular basis and maintain and project a strong work ethic with a sense of urgency and personal accountability. Must be solutions focused and results driven.

Language Ability

• Ability to write correspondence and deliver instructions clearly and concisely.
• Ability to effectively present information in one‑on‑one and small group situations to customers, clients, and other employees of the organization.

Math Ability

• Some advance math may be required from time to time. Requires the ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
• Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.

Reasoning Ability

• Ability to apply common sense understanding to deliver detailed but uninvolved written or oral instructions.
• Must have keen analytical skills and be able to offer solutions to complex problems.

Computer Skills

• Computer skills needed. Ability to use Microsoft Office products (Word, Excel, PowerPoint, Visio, Access).
• Titan/Doclink experience or demonstrated ability to quickly learn Titan/Doclink.

Certificates & Licenses

• Must have a post‑secondary diploma or degree (2‑year minimum) and demonstrate effective, professional verbal and written communication skill with a variety of audiences.
• Valid driver’s license and clean driving record.

Work Environment

• The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.

Physical Demands

• Must be able to lift up to 45 kg as part of the regular duties.

Additional Information

• The employee may be required to travel in support of projects and coordination of service‑related issues.

How You Stand Out

• Excellent communication skills.
• Follow JELD‑WEN policies and procedures.
• Excellent leadership and management skills.
• Knowledgeable in construction practices and building codes.
• Manage employees and processes.
• Knowledgeable on OSHA requirements.
• Promote team atmosphere.
• Self‑motivator and can motivate others.
• Can produce and maintain an annual budget.
• Computer skills - proficient with Word, Excel, PowerPoint, Visio, CIT, WITS.
• Maintain a zero tolerance for safety compliance.

Competencies

• Problem solving – Identifies and resolves problems promptly. Develops alternative solutions. Works well in group problem‑solving situations. Ability to define problems, gather data, establish facts, and draw valid conclusions.
• Technical skills – Assesses and develops strengths and weaknesses in self and staff; strives to continuously build knowledge and skills.
• Interpersonal – Keeps emotions under control; remains open to others’ ideas and tries new things.
• Oral communication – Speaks clearly and persuasively in positive or negative situations; listens and gets clarification.
• Team work – Builds a positive team attitude and continuous improvement environment.
• Written communication – Exceptional written verbal and interpersonal skills.
• Leadership – Provides leadership and takes responsibility for actions of team members.
• Ethics – Treats people with respect; works with integrity and ethically; upholds organizational values.
• Organizational support – Ensures that all JELD‑WEN, Inc. policies and procedures are followed.
• Attendance/Punctuality – Is consistently at work and on time.
• Dependability – Follows instructions, responds to senior management direction.
• Initiative – Asks for and offers help when needed.
• Innovation – Meets challenges with resourcefulness; generates suggestions for improving work.
• Judgment – Exhibits sound and accurate judgment.
• Quality – Demonstrates accuracy and thoroughness; monitors the team to ensure quality. Follows through on projects and processes to ensure completion.
• Quantity – Ensures that the team meets productivity standards, maintains deadlines, ensures problems are solved in a timely manner.
• Safety and Security – Ensures that safety and security procedures are followed; identifies and rectifies potentially unsafe conditions; ensures the safe use equipment and materials.