Step into a dynamic role as the Service Manager, spearheading a team of adept Service Technicians to elevate customer satisfaction in the realm of vinyl windows. Join us in redefining the standard of excellence.

Who are we?

OWN IT! It’s on the back of all of our shirts. This is because Centra is 100% Employee Owned and we believe in owning our actions and promises. We manufacture our own windows (hello, Canadian made!), we install our own products (no third parties here!), and we have been in business for over 39 years. We have had a lot of practice getting it right – that’s why we have the best warranty. “Where customers become family” is our slogan – and we mean it.

Position Description:

Join us as the Service Manager and lead a dynamic team of Service Technicians responsible for addressing customer concerns at their locations following window purchases. Your role involves fostering a customer-centric approach within your team, swiftly resolving product-related issues, and upholding exceptional customer service. Through effective problem-solving and negotiation, you'll manage escalated cases, nurture rapport with key clients, and deliver comprehensive service insights through meticulous reporting.

Key Responsibilities:

• Demonstrate expert knowledge of Centra's product line to intervene in escalated customer cases that the team cannot resolve independently.
• Enhance customer retention by consistently enhancing their service experience.
• Cultivate a customer-focused ethos among service technicians, ensuring their delivery of exceptional experiences. This involves maintaining accountability and eliminating obstacles.
• Recruit and train customer service technicians, ensuring their competence and equipping them adequately for success. Ongoing support will be essential through active troubleshooting and resource provision.
• Establish team objectives and monitor their attainment. Each service technician should grasp their role and contribute to company objectives efficiently.
• Manage complex and enduring customer issues. Occasionally, escalated service matters will necessitate your direct intervention and resolution.

Our Ideal Candidate

It is imperative that as the Service Manager you have understanding of construction specifically in regards to the building envelope. You need to be able to know what you’re looking at on site and effectively collect the necessary information to make a decision autonomously or in the case of high risk diagnosis, as a member of a collaborative team. Is it an issue with the building, the installation, the manufacturing process? You will be the authority to your Service Techs and to our customers. Your knowledge of construction and ability to gain access to the knowledge of your key collaborators to make informed decisions will be key to your success.

Qualifications:

• 10+ years in the construction industry
• 5+ years of knowledge in vinyl windows
• Negotiation: Reduce misunderstandings while building rapport with customers
• Level-headed: Be calm and sensible even in difficult situations
• Solutions Focused: While managing customer and employee emotions you’re always two steps ahead and know how to emphasise the positives as you move towards solving their service
• Problem Solving:You’re a critical thinker who is systematic, investigative, and rational when you approach problems that are either emotional in nature or technical
• Analytical: You love research, data and information analysis, and critical thinking. You can communicate effectively both verbally, and through reporting the trends of services and other KPI’s

Grow your career with us, an Award Winning Company!

We won the National Award for “Best Managed Companies” in 2022! This award is Canada’s leading business awards program, recognizing excellence in private Canadian-owned companies. Only the best are awarded with this prestigious designation.

We also won the National WaterStone Award for “Canada’s Most Admired Corporate Culture”. This award recognizes best-in-class Canadian organizations for fostering higher performance corporate cultures that help sustain a competitive advantage. We won because of our dedication, work ethic, and commitment to our culture.

Check us out:

Don’t forget to visit us on our website at centra.ca, Facebook under Centra Windows, and Instagram @Centrawindows to find out about more about who we are. We want to know what you think and if we’re the right fit for you.