Technical Service Manager

Position Summary:

- Technical Service Manager is responsible for overseeing technical service and customer support operations.

This role ensures productive coordination of service activities, supports field service teams, and maintains a high level of customer satisfaction

. The position requires industry knowledge, strong technical understanding, and experience with service tracking systems and standard office tools to manage service requests and monitor service performance.

- The role also requires someone who is well versed in specifications, dispatching, service management, and warranties.

- The Technical Service Manager also plays a key role in managing customer service operations, and supporting continuous improvement initiatives. Communication with customers, technicians, and internal teams.

Key Responsibilities:

Service Operations:

- Receiving and managing service requests end-to-end.

- Manage and process warranty claims

- Managing cost of service and improving service performance KPIs.

- Developing repair methods and required parts lists.

- Processing chargeable dealer orders and pricing service parts when required.

Technical Diagnosis:

- Communicating with dealers to determine required service and warranty coverage.

- Identifying potential manufacturing defects based on service request details.

- Consulting with Production/QC to diagnose complex issues and determine repair methods.

Reporting & Improvement:

- Reviewing service requests and performance with General Manager and CEO.





- Providing feedback to Production/QC on repetitive or significant quality issues.

- Reporting on KPIs, developing improvement action plans, and revising or creating new KPIs as needed.

Production & QC:

- Addressing technical questions and diagnosing complex cases.

- Providing information on significant and repetitive product issues for Production to address.

- Ensuring parts are ready on time; reviewing and setting parts lead times and processes to maintain high service parts quality.

- Following up to ensure chargeable parts are invoiced correctly

- Reviewing purchased parts defects and developing plans to improve quality or replace suppliers.

Education & Experience:

- Postgraduate education in a relevant field.

- Minimum of 5 years of after-sales service and warranty experience within the windows manufacturing industry.

- Experience:

5-7+ years of customer service management or field service leadership, specifically within the building materials or construction manufacturing industries.

- Technical Knowledge

: Strong understanding of window and entry door assemblies

- Warranty Familiarity:

Direct experience interpreting and enforcing multi-tier warranty guidelines (e.g., parts-only coverage, limited lifetime guarantees).

- Software Competency

: Proficiency in CRM systems, ERP platforms, ticketing systems (e.g., Salesforce, Zendesk), and Microsoft Office Suite.

- Lead, train, and mentor the customer support team, technical service reps, and field service technicians.

📌 Technical Services Manager (Greater Toronto Area)
🏢 Exact Match Recruitment
📍 Greater Toronto Area