THE FIRST TM CLARK HALL DOORS & WINDOWS

www.clarkhalldoors.com CAREERS

•

NOW HIRING

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CHARLOTTE

Service Manager

LOCATION

Charlotte, NC

DEPARTMENT

Service Operations

REPORTS TO

Superintendent

EMPLOYMENT TYPE

Full-Time

• On-Site

ABOUT US

About Clark Hall Clark Hall designs, handcrafts, and installs fully custom iron doors and windows for distinctive homes across the Southeast. As seen on HGTV's "Love it or List It," every Clark Hall piece begins as a conversation and becomes a lasting part of someone's home. Which means our work doesn't end at installation. When a client calls us two years later, that call is the brand. Service is where a Clark Hall door either proves it was worth every dollar, or quietly stops being worth it.

THE OPPORTUNITY

The Role We'll be straightforward with you: our service department needs work. Cases stay open longer than they should. The details behind a service call live in too many places. We don't manage service costs as tightly as we manage everything else. And the experience a client gets from our service team doesn't yet match the experience that sold them the door. We know all of that. That's why the role exists. We're looking for a Service Manager to take hold of this department, put real structure under it, and then scale it — because service volume is going to grow substantially in the next few years, and we are not going to grow a mess. You'll lead a Service Coordinator and a Service Technician today, with the expectation that you build the system, the standards, and eventually the team that supports a much larger operation. This is a hands-on role on a small team. You will be in the field, in the CRM, and on the phone with clients — not managing from a distance.

YOUR FIRST 90 DAYS

What Success Looks Like Early — Every open service case is accounted for, prioritized, and moving — with a clear owner and a committed date — A single, reliable place where the full history of a service case lives: what failed, what was promised, what was done, what it cost — A defined standard for what is warranty and what is billable, applied consistently instead of negotiated case by case — Visibility into the true cost of a service call — labor, parts, travel, and remakes — so we can price and plan against it — A service experience that sounds and feels like the rest of Clark Hall, from the first callback to the final follow-up

WHAT YOU'LL OWN

Key Responsibilities

SERVICE DELIVERY & CASE MANAGEMENT

— Own the service pipeline end to end — intake, triage, scheduling, execution, and closeout — Drive down cycle time on open cases and hold the team to committed dates — Make sure parts, glass, and hardware are ordered and staged ahead of the visit so trips aren't wasted — Build the process and documentation standards the department currently lacks, then enforce them

COST & ACCOUNTABILITY

— Manage service costs deliberately: labor hours, parts, freight, travel, and remakes — Establish and apply clear warranty-versus-billable criteria, and communicate them to clients with confidence — Track recurring failure patterns and feed them back to fabrication and installation so we fix causes, not symptoms — Quote and invoice billable service accurately and promptly

CLIENT EXPERIENCE

— Set the tone for how Clark Hall treats a client with a problem — responsive, honest, and unhurried — Personally handle escalations and the difficult conversations, in homes where expectations are high — Coordinate with builders, designers, and homeowners without letting anything fall between them — Follow up after resolution, because the recovery is what the client actually remembers

LEADERSHIP & GROWTH

— Lead, schedule, and develop the Service Coordinator and Service Technician — Build the hiring plan and training standards for the technicians we'll add as volume grows — Maintain clean, disciplined records in our CRM as the department's system of record — Report on service performance — open cases, cycle time, cost, and recurring issues — to the Superintendent

WHO YOU ARE

What You Bring — Proven experience managing a service department in a trade — doors, windows, glass, garage doors, HVAC, millwork, or high-end residential remodeling — A track record of taking a disorganized operation and putting real structure under it — The technical credibility to evaluate a field problem yourself and know whether the answer you're being given is right — Command of service economics: what a truck roll costs, where margin leaks, and how to stop it — The presence to stand in a multi-million-dollar home, own a problem that isn't your fault, and keep the client's trust — Comfort running the systems side — CRM discipline, scheduling, documentation, and reporting — Valid driver's license and a clean driving record — A builder's instinct: you'd rather design the process once than firefight it forever Nice to Have — Experience with custom, made-to-order, or architectural products rather than stocked goods — Background in luxury or high-end residential client service — Zoho CRM or comparable system experience — Experience building a service department through a period of rapid growth — Bilingual English/Spanish

HOW WE WORK

Our Guiding Principles These aren't wall decorations. They're how we make decisions, and they're how we'll evaluate you — in the interview and after you're here. — Integrity — doing what's right when the client would never know the difference. — Stewardship — treating our money, materials, and reputation as your own. — Principled Entrepreneurship — creating real value, and treating profit as the evidence of it. — Transformation — leaving this department unrecognizably better than you found it. — Knowledge — seeking the best information, sharing it freely, and changing your mind when it's better. — Humility — knowing what you don't know yet, and asking. — Respect — extended equally to technicians, coordinators, clients, and trade partners. — Growth Mindset — skill is built, not issued.

WHY CLARK HALL

What We Offer — Competitive compensation, determined by experience and skillset — Real ownership — this department becomes yours to build, not one to maintain — Health, dental, and vision insurance — Paid time off and holidays — A growing, respected, design-forward company with room to grow alongside it — Direct access to leadership and the authority to actually change things

TAKE THE NEXT STEP

Think You Can Fix This? Let's Talk. Send your resume to kwhite@clarkhall.com. If you've turned around a service department before, tell us what it looked like when you got there and what it looked like when you left. That's the part we'll read first. (704) 987-0777

• kwhite@clarkhall.com

• www.clarkhalldoors.com Clark Hall is an equal opportunity employer. We welcome applicants of all backgrounds and do not discriminate on the basis of race, color, religion, sex, national origin, age, disability, or any other protected status.

Pay:

From $65,000.00 per year

Benefits:

Dental insurance Employee discount Health insurance Life insurance Vision insurance

Work Location:

In person