JOB DESCRIPTION:

POSITION PURPOSE

The Manager Technical Operations & Service Resolutions ensures the effective resolution of the most complex and escalated service situations across the retail network by proactively identifying issues, diagnosing root causes, and driving targeted recovery strategies and implementing practices that support the avoidance of repeat failures and preventable escalations. They provide real-time technical direction to the National Service Assessment Team, lead dark-market service recovery, and oversee full lifecycle case management to strengthen consistency, accountability, and long-term service performance across all markets. As a people leader, the Technical Customer Escalation Manager will also set clear expectations, develop team capabilities, and foster a culture of urgency, ownership, and signature service while building strong cross-functional partnerships that enhance customer experience, operational readiness, and organizational excellence.

POSITION RESPONSIBILITIES

• Leads the diagnosis and resolution of complex and escalated service situations across the national network, applying strong strategic problem-solving, technical judgment, and effective decision-making to ensure issues are addressed accurately, efficiently, and with urgency.
• Leads structured root cause analysis and corrective action planning to eliminate systemic issues, strengthen diagnostic accuracy, and improve long-term service performance. Synthesizes data, validates trends, collaborates cross-functionally, and ensures sustainable solutions are implemented and adopted across the network.
• Manages the full lifecycle of each case by ensuring thorough documentation, structured root cause analysis, and disciplined corrective action planning. Leverages analytical strength and continuous improvement principles to eliminate systemic issues and elevate long-term service performance.
• Oversees and coordinates dark-market service recovery, exercising sound prioritization, resource planning, and stakeholder engagement to support markets with unique or unmet service demands while maintaining a customer-first operational mindset.
• Provides real-time technical and operational guidance to the National Service Assessment Team, using deep product and service expertise, clear communication, and strong influence to drive consistent and high-quality outcomes across markets.
• Builds cooperative relationships with Renewal business units, field operations, corporate escalations, manufacturing, RD&I, engineering, IT, legal, and retail locations from a customer focused and installation/service perspective
• Deliver monthly insights and performance reporting to RDI, Quality, and Retail Operations leaders, using data-driven evaluation, business acumen, and strong communication skills to build transparency, alignment, and accountability across the organization.
• Actively participate in the development process for new products and line extensions to ensure that the needs of the customer are addressed in the development of new products
• Other duties as assigned by supervisor.

DIRECTION OF OTHERS

As a people leader, the Manager sets clear expectations, provides coaching and development, and fosters a culture grounded in ownership, teamwork, responsiveness, and signature service. The role champions change, strengthens operational readiness, and builds cross-functional relationships that enhance customer experience, service capability, and organizational excellence

MINIMUM QUALIFICATION AND SKILL REQUIREMENTS

• Strong understanding of current technology platforms as well as new technology. and department processes, with ability to promote continued development.
• Outstanding customer service skills, especially win/win, problem solving, and customer resolution skills required
• Strong written and verbal communication skills with the ability to build relationships at all levels.
• Strong teamwork, interpersonal, analytical and conceptual skills.
• Knowledge of construction / window & door
• Travel up to 40% of the time

PAY RANGE:
$101,176.00 - $156,824.00
CULTURE AND BENEFITS:

At Andersen, we believe our people are at the heart of everything we do. Every day, their talent, dedication and passion enables us to be the most trusted window & door company. To support our employees, we provide a comprehensive Total Rewards Package - a thoughtful combination of pay and benefits that reflects our commitment to investing in each team member's wellbeing and success. While specific benefits may vary by position or location, we're proud to offer a comprehensive Total Rewards Package designed to support your well-being, growth, and future. Our benefits include:

• 401 (k) Plan, Employer Fixed Contributions & Company Matching
• Profit Sharing*
• Medical, Dental and Vision Coverage*
• Flexible Spending Accounts (FSAs)*, Health Savings Account (HSA) and Health Reimbursement Account (HRA)
• Life Insurance
• Paid Time Off & Paid Holidays
• Paid Maternity Leave & Paid Parental Leave*
• Career Growth Planning & Nationwide Career Opportunities

*For employees covered by a collective bargaining agreement, some benefits may differ or may not be available based on the terms of the agreement.

PROFIT SHARING: In 2026 Andersen has set a profit-sharing target of $3,600 per eligible employee, prorated as appropriate. Profit Sharing will be paid out in quarterly installments to provide eligible employees with payments throughout the year, with payment amounts tied to quarterly operating profit performance.

We look forward to seeing how your unique skills, background and experiences will inspire our team and help us continue to be the leader we are today.