• Service Support Manager

    Job Location USA-FL-Tampa
    Posted Date 2 weeks ago(7/9/2018 5:11 PM)
  • Summary

    Our vision is to be the best provider of building products in the eyes of our customers, employees, shareholders, suppliers and communities.


    At Masonite, we understand that people are key. We are a composite of diverse people who come together by showing support and respect to one another.


    We hire people that demonstrate integrity under pressure. Integrity is at the foundation of everything we do. It is in each door we make, in our commitment delivery and in our honest and sincere communication.


    Our employees are flexible, versatile and resilient. Our ability to weather any storm, to bend without breaking, is what allows us to hear the knock and open the door with confidence, no matter what's on the other side.


    At Masonite, we hold the door open for each other and for new ideas. We want everyone to freely contribute ideas and add value, so we are positive and encouraging. This collaborative environment is what makes Masonite a transparent, fair company- one that doesn't hide behind closed doors.


    We continuously strive to improve both our products and our customers' experiences. This drive leads us to revolutionize the door industry and help people walk through walls.


    Responsible for the direction and leadership of the Service Support Team supporting the Residential Customer Service and Warranty Organization. The team will be focused on improving the Customer experience and effectiveness of the organization through process improvement, training, quality assurance, enhanced systems (Telephony, CRM, ERP, and Knowledge Management), standard operating procedures and best practice sharing. This will be a hands-on leadership role and a member of the Senior Customer Service Leadership Team.


    Key Job Functions:

    • Responsible for building and leading a new Service Support team that will support the Customer Service and Warranty Organization
    • Leads a team that:
      • Maps, evaluates, designs, measures and documents business process that are aligned with the organizations goals and objectives and drives an improved Customer Experience
      • Develops and facilitates comprehensive learning and development solutions to meet the needs of all levels of customer service employees
      • Identifies and implements continuous improvement initiatives for the team
      • Develops quality assurance measures designed to ensure the teams perform at the highest possible level, identifies skill gaps, provides coaching and feedback
      • Reviews, analyzes and monitors the effectiveness of the telecommunication system. Responsible for end-user training, testing of new solutions, skill based routing, IVR set-up, reporting and continuous improvement
      • Owns the set up and on-going maintenance of CRM for Customer Service as well as a knowledge management system. Monitors the effectiveness of the solution across the organization and implements improvements to enhance the Customer Experience
      • Manages and administers Voice of the Customer surveys to align improvement initiatives with what is most important to the Customer
      • Develops, maintains and publishes metrics reporting and performance dashboards.
      • Analyzes performance gaps, prepares variance analysis, conducts root cause analysis and provides trending data to leadership to aide in decision making and improve results.
      • Manages tracking and communication of the monthly Customer Service Incentive Plan.   


    • 5-7 years of leadership experience, in building products a plus. A minimum of 10 years’ experience in customer service support roles required
    • Bachelor’s degree in Business or related area mandatory
    • Strong collaboration and problem-solving skills  
    • Strong MS Office skills (Excel, PowerPoint, Word)
    • In-depth knowledge of customer service software, databases, and tools
    • In-depth knowledge of customer service principles and practices
    • Proven track record to think strategically and to lead effectively
    • Strong client-facing and communication skills
    • Demonstrated ability to manage multiple, competing priorities, facilitate projects & business processes, and work effectively both independently & as part of a collaborative team
    • Demonstrated ability to lead and direct business area LEAN projects
    • Demonstrated ability to collaborate across organization lines of business
    • Proficient in leading remote teams across North America


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