Service Manager

Description:

Pella Windows and Doors is looking for a talented Service Manager based out of our Grand Rapids, MI location. As a Best & Brightest Company to work for, Pella of West Michigan has been proudly serving Michigan as a member of the Pella Direct Sales Network for over 60 years. Locally owned and operated, we take great pride in providing and servicing the finest window and door products to elevate the unique character of West Michigan homes, and have enjoyed steady, profitable growth throughout our history. We believe that our dedicated and talented team's focus on complete customer satisfaction is the key to our success. We're looking for a Service Manager to lead our service team and ensure every customer has a great experience after their windows and doors are installed. You'll manage service technicians and customer care staff, oversee scheduling and warranty work, and step in to resolve customer concerns. This is a leadership role with lots of variety—perfect for someone who's organized, people-focused, and ready to make an impact.

Requirements:

What You'll Do:

Lead and coach a team of service technicians and customer care staff Oversee scheduling, dispatch, and daily service operations Resolve escalated service or warranty issues with professionalism Track and improve customer satisfaction and service performance Partner with sales, installation, and operations teams for smooth handoffs

What We're Looking For:

3+ years of leadership experience in customer service or a related field Strong communication and coaching skills Ability to juggle multiple priorities in a fast-paced environment Comfortable with technology (CRM tools, scheduling systems, Microsoft Office)

Why Work With Us:

At Pella Windows & Doors by HORNE, we believe in professionalism, integrity, and personal responsibility. You'll join a team that values customer satisfaction, teamwork, and growth opportunities.