About this role

Ensures effective resolution of complex and escalated service situations across the retail network
Proactively identifies issues and diagnoses root causes
Drives targeted recovery strategies and implements practices that support the avoidance of repeat failures
Provides real-time technical direction to the National Service Assessment Team
Leads dark-market service recovery and oversees full lifecycle case management
Builds cooperative relationships with Renewal business units, field operations, corporate escalations, manufacturing, RD&I, engineering, IT, legal, and retail locations
Delivers monthly insights and performance reporting to leaders

Strong understanding of current technology platforms as well as new technology
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

Manager, Technical Operations and Resolution

Key skills