Description:
Position Summary
The Assistant Production Manager is responsible for overseeing our service department from the initial customer request through final resolution. This role manages service scheduling, technician performance, warehouse coordination, remote troubleshooting, and service-related key performance metrics while ensuring customers receive timely, high-quality service.
What You'll Do
- Manage service requests from intake through customer-confirmed completion.
- Schedule and dispatch service technicians based on urgency, geography, technician expertise, parts availability, and workload.
- Develop and improve remote troubleshooting procedures to reduce unnecessary service visits.
- Monitor technician productivity and ensure complete documentation, photos, and service records.
- Establish and maintain standard labor times for recurring service types.
- Analyze service trends, repeat visits, delays, and recurring product or installation issues to identify opportunities for improvement.
- Coordinate with warehouse teams to ensure service materials and replacement parts are ordered, staged, tracked, and returned properly.
- Communicate installation-related service trends with Field Managers to improve installation quality.
- Provide weekly reporting on service performance, staffing needs, customer escalations, and department metrics.
- Support continuous improvement initiatives that increase efficiency and customer satisfaction.
Qualifications
- Previous management or supervisory experience in construction, manufacturing, service operations, or a related industry preferred.
- Strong leadership and team management skills.
- Excellent organizational and time management abilities.
- Ability to prioritize multiple projects in a fast-paced environment.
- Strong problem-solving and decision-making skills.
- Excellent verbal and written communication.
- Experience using Microsoft Office and scheduling or production software.
- Ability to analyze data and improve operational performance.
- Customer-first mindset with a commitment to delivering exceptional service.
Preferred Experience
- Residential construction, remodeling, windows and doors, or home improvement industry experience.
- Service scheduling or dispatch experience.
- Warehouse or inventory coordination.
- Experience tracking KPIs and improving operational processes.
Success in This Role
- Successful candidates will consistently:
- Improve first-time service resolution rates.
- Reduce service backlog and response times.
- Increase technician productivity.
- Maintain accurate documentation and service records.
- Improve customer satisfaction through timely communication and quality service.
- Collaborate effectively across production, sales, warehouse, and field operations.
Benefits
- Health Insurance
- Vision Insurance
- Dental Insurance
- Paid Time Off
- Paid Holidays
- Retirement Plan
- Company-Sponsored Training & Professional Development
- Opportunities for Career Growth
#ZR
Requirements:
We are proud to be recognized as one of West Michigan’s Best and Brightest Companies to Work For and to be a BBB Torch Award recipient.
All-Weather Seal of West Michigan is a family-owned home improvement company that has been serving homeowners across Michigan for over 45 years. We specialize in high-quality replacement windows, bath and shower remodeling, and roofing solutions designed to improve the comfort, appearance, and value of our customers’ homes.
What makes our company different is our people-first culture. We believe in hiring good people, providing strong training, and creating real opportunities for growth. Many of our leaders started in entry-level roles and advanced through hard work, coaching, and consistent performance.
Our team is built around core values of grit, humility, being a good person, capability, and enthusiasm. We are looking for team members who are motivated, coachable, dependable, and excited to be part of a growing company. Whether you are just starting your career or looking for your next opportunity, All-Weather Seal offers a supportive environment where you can learn, grow, and make an impact.