Team Lead - Service

Our Company

Durabuilt is Western Canada’s largest window and door manufacturers servicing consumers, contractors and retailers. We have a wide range of residential and commercial products, including vinyl, aluminum, and fiberglass windows, as well as entry and patio doors. Durabuilt's products are designed to withstand harsh Canadian weather conditions and provide superior insulation, resulting in reduced energy costs and increased home comfort.

With over 35 years of experience in the industry, Durabuilt has earned a reputation for quality products and exceptional customer service. Established in 1988 and headquartered in Edmonton, Alberta, its not just Durabuilt’s innovative manufacturing and design that places us on the list of Canada’s Best Managed Companies - it’s also our people.

It's All About You

We start with ourselves and model the behaviors we want to see. Our employees are at the heart of our success and the drivers of our company. Our innovation, excellence, collaboration, and growth are possible due to the energy and passion that our team brings every day.

We are purposeful and intentional in our actions. We challenge assumptions by asking questions and listening with an open mind. We pursue excellence and embrace mistakes and set- backs as a source for learning. We choose a positive mindset and find the good, even in challenging situations.

Our employees keep us moving forward and our values are at the core of everything we do!

• INNOVATIVE. Think ahead to stay ahead.
• OWNERSHIP. No excuses. 100% accountability.
• DRIVER. Stay hungry and act with urgency.
• INDIVIDUAL. We work with great people and expect a lot from them.
• CARING. For employees, partners and community.

THE POSITION

We are looking to hire a customer-centric Team Lead in our Service Department located in the west end of Edmonton. This is a full-time position (37 to 44 hours a week), typically Monday to Friday, but may be required to work occasionally on Saturdays as needed.

This role reports to the Customer Service Manager, and will directly supervise the Service Technicians, Glaziers, and other Helpers.

Skills Required

• Customer focus
• Coaching, Mentoring, and Training.
• Troubleshooting and problem solving
• Technical skills
• Communication & interpersonal skills

Your Experience

• Experience in using hand tools.
• Equivalent experience will be considered.
• Experience working with diverse cultures and a varied workforce.
• Working knowledge of both metric and imperial measurements.
• Intermediate proficiency in computer skills in Outlook, MS Office (Word, Excel), CRM.
• Previous experience in Manufacturing or Construction industry.
• 5+ years’ experience in construction, repairs of windows and doors.
• 3+ years in a Supervisory role.
• Mechanically inclined with mechanical aptitudes and enjoy working with your hands.
• Knowledge of safe work practices.

COMPETENCIES - YOU ARE GOOD AT

• Identify problems and execute creative solutions.
• Excellent analytical and critical thinking skills.
• Comfortable with high volume workload with the ability to “roll up your sleeves” and jump in.
• Solution focused and comfortable working in an environment which demands robust deliverables.
• Ability to multi-task, manage multiple tasks, meet multiple deadlines and exceptional follow up skills.
• Well-developed written and verbal communication skills.
• Ability to present and gather information & respond to questions from customers, managers and co-workers.
• Keen attention to detail.
• High comfort level working in a fast-paced team environment that is constantly changing.

EDUCATION / CERTIFICATIONS

• High School Diploma or GED.
• Standard First Aid knowledge would be an asset
• WHIMS training / certification

A TYPICAL DAY LOOKS LIKE ()

60% - Service

• What has to be done to complete work.
• Ensure customer satisfaction before leaving the job site.
• Provide time required to complete work
• Repair and make adjustments to exterior doors and PVC window products.
• Clearly identify parts required to complete work.
• Load service vehicle with parts required for service calls.
• Report any rising issues to the CX Manager.
• Assist in re-glazing PVC window products.
• Address customer complaints and inquiries in a courteous, professional manner.
• Review run sheet daily to get an overview of jobs scheduled.
• Update app and paperwork with notes indicating job has been completed, or provide:
• Complete service work in a timely and professional manner.
• Provide leadership for problem resolution to facilitate faster improvements and improved working relationships.
• A detailed explanation of why work was not completed.
• Oversee Service Technicians daily.

40% - Leadership

• Develop and standardize procedures and methods to improve the efficiency and of operations services and projects.
• Manage organizational / operational changes and their impacts within the team. Identify opportunities for improvement.
• Handle schedule changes, employee call-ins, and other staffing issues.
• Ensure all direct reports know what is expected of them, and work with each one to ensure expectations are met.
• Plan and execute internal processes according to company’s and department guidelines.
• Lead and foster a health and safety culture in all activities and mentor staff on these areas.
• Actively coach your employees to assist in their growth to maximize their opportunities for advancement.
• Perform annual reviews and develop growth plans for all direct reports to ensure a high- performance culture.
• Oversee and participate in the staff planning, recruitment, selection, onboarding and training.
• Empower employees to identify innovative approaches to enhance department performance.

If you are interested and qualified for this role, we encourage you to apply immediately. This job posting closes as soon as a suitable candidate is identified.