As the Pre-Sales Service Manager, you will manage a team of customer support representatives and provide coaching and guidance in the support of customers.

• Manages a team of customer support representatives
• Establishes goals and metrics for the support function and measures the team's performance.
• Tracks customer complaints or inquiries and recommends changes to products or services to improve customer satisfaction.
• Directly handles more complex inquiries or inquiries from critical customers or accounts.
• Performs complex tasks typically following established processes.
• Leads and directs the work of other employees and has full authority for personnel decisions.
• Primarily focused on administering established policies and procedures
• Provides impact on departmental budgeting, strategic planning, and procedural changes.

• Ability to work as part of a team.
• Problem management.
• Management skills.
• Oral and written communication skills.
• Ability to influence others.
• Customer service skills.
• Interpersonal skills.

• Bachelor's degree
• 6+ years of experience in industry or related field

From people to products, Marvin is committed to creating better ways of living. When you join this family-owned and -led window and door company, you belong to a community full of opportunities. You also belong to one of America's Top 20 Large Employers of 2024, according to an exclusive ranking by Forbes Magazine. 
 
For more than 100 years, we've been designing, building, and engineering premier products. Today, in our 16 locations across North America, we manufacture Marvin's portfolio of products, which includes Infinity Replacement Windows, TruStile Doors, and Marvin Coastline brands.
 
Together, we live our values and enjoy a culture that feels like home. Our better living approach to benefits supports you at work and beyond. From day one, you receive health insurance, paid holidays, paid parental leave, a 401(k) retirement savings match and more! A few unique offerings include:

• $300 annual wellbeing account to spend on whatever makes you happy + healthy
• Better Living Day! (a paid day off to go have some fun)
• $$ Annual profit sharing - get rewarded for the role everyone plays in making Marvin a success
• Giving at Marvin - join coordinated volunteer opportunities
• Brighter Days Fund - financial support thanks to your colleagues and the Marvin family should you suffer a personal hardship

When you belong to the Marvin team, it's all part of the package. Apply today!

This job posting is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities of the employee. Accommodation may be made to enable an individual with a disability to perform the essential functions of the position. Any employment offer depends on completing a background check and drug screen to company standards.