National Field Service SupervisorPurpose of The RoleThe National Field Service Supervisor is responsible for overseeing the safety, performance, and daily operations of the Field Service team. This role ensures exceptional customer service, timely resolution of service requests, and consistent adherence to quality and safety standards. The supervisor will coordinate technician activities, support field operations, and maintain strong customer relationships. VPI Quality Windows is a commercial division of JELD-WEN, Inc. that focuses on manufacturing windows and patio doors for multi-family construction with a particular focus on apartments, dormitories, senior living, and hotels.
Key Responsibilities- Lead, train, mentor, and support Field Service Technicians.
- Actively participate in the company's Accident Prevention Program and monitor field operations to ensure full safety compliance.
- Conduct regular field safety audits and training sessions.
- Oversee material orders, manage on-time delivery (OTD), and adjust schedules as needed.
- Guide technicians in accurately diagnosing product failures, damage, or workmanship issues while ensuring that all field work meets company quality standards.
- Assist with on-site repairs, evaluations, and inspections when required.
- Maintain accurate documentation of all service activities, including repairs, evaluations, and inspections.
- Prepare detailed customer reports with photos, issue descriptions, and product identification.
- Ensure timely resolution of customer issues to maintain high satisfaction.
- Serve as a liaison between customers and the field service team when necessary.
- Maintain professional communication and behavior with customers and colleagues.
- Review team expense reports bi-weekly in accordance with company policies.
- Attend and document water testing, including diagnosing and resolving issues identified during testing.
- Ensure readiness with proper tools, equipment, and materials.
- Regular travel is required, to allow regular site visits and team oversight, including air and ground transportation.
- All other duties as assigned.
- Ability to work at heights above 50 feet (MEWP, scaffolding, boom lifts).
- Ability to lift up to 75 pounds regularly.
- Frequent travel with typical return home on weekends.
- Willingness to work frequent overtime.
Required Qualifications- High School Diploma or GED required.
- Must reside within a reasonable commuting distance of a major commercial airport-preferably within VPI core service regions (Seattle, Portland, San Francisco Bay Area, Los Angeles Area, Denver, Charlotte, Washington DC, Dallas, or Boston)-to support frequent travel requirements.
- 5-10 years of experience in the vinyl window/door industry or manufacturing.
- Valid driver's license with a clean DMV record.
- Proficiency with hand tools (drills, saws, levels, tape measures).
- Knowledge of window, door, glass, and glazing repair methods.
- Ability to work independently with minimal supervision.
- Strong problem-solving skills.
- Demonstrated customer service experience.
- Clear, concise communication skills.
- Ability to guide and mentor a technician team.
- Strong multitasking and organizational abilities.
- Ability to prioritize customer needs and company requirements.
- Ability to remain calm and de-escalate conflicts.
- Experience using office equipment (laptop, phone, iPad).
- Ability to apply specialized repair procedures when needed.
- Proficiency with computer applications including Office 365, Cantor, SharePoint, UKG, Autodesk, My Apps, and Concur.
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