Regional Outside Services Supervisor

The Outside Services Supervisor provides leadership to the Outside Services team communicating clear goals, effectively positioning teams, creating alignment, motivating employees, driving for results, monitoring performance, and following up. This position will be responsible for the Northeast region.

Provide leadership and daily work direction for outside customer service staff of technicians who provide service nationwide. Approve expenses and hours worked (regular and overtime). Conduct performance reviews by applying Siebel metrics and ride-along evaluations; they must be of good content and 100% on time. Implement remedial training and/or disciplinary actions if needed.
• Responsible for the interviewing and hiring of new employees. Stress the importance of following safety rules and using proper safety equipment and procedures such as correct lifting techniques.
• Communication: Provide timely, professional and courteous communication to both internal and external customers. Exhibit excellent interpersonal skills when interacting with staff, other departments, manufacturing locations and customers.
• Mentor staff in providing good communications to customers and co-workers. Use all forms of communication to keep the service techs involved and up to date. Encourage techs to leave bounce back cards to solicit feedback on the level of service provided.
• Continuous Improvement: Strive for ways to improve department efficiencies and establish department metrics. Lead and/or participate on project teams that will help us meet our department and Company goals. Promote 5-S. Know and communicate the Marvin Company goals, vision and values. Work toward improving first time completes (FTC)
  Manage fleet of service vehicles: Ensure service vans are kept well stocked and orderly.
• Planning and Budgeting: Assist with the departmental and corporate level goals with employee involvement. Review budget monthly. Responsible for ensuring techs are scheduling and consolidating jobs in specific areas to save dollars.
• Train, coach, and mentor staff: Provide employees with training and tools that encourage job growth. Provide specific feedback to staff on a continuing basis, listen to employee issues and provide conflict resolution. Offer employees training when needed and test their knowledge in the areas of product, installation, repair, systems and communication.

• Experience in the building industry and channel partner areas.
• Product knowledge
• Excellent communication skills
• Travel when needed, which may include overnights.

• A college degree and/or proven experience
• Proven experience in customer service.
• Strong leadership experience.
• Ability to adapt to technology and learn new systems.
• A valid driver's license

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.

For more than a century, we've been at the forefront of designing, building, and engineering premium, award-winning products. Today, Marvin is also proud to have been named a Top Large Employer by Forbes Magazine two years in a row, in 2024 and 2025. With operations in 19 cities across North America, we manufacture Marvin's quality products, including Infinity Replacement Windows and Doors, and TruStile Doors. Together, we uphold our values and foster a culture where safety and the wellbeing of our people comes first.

We take a better living approach with benefits to support you at work and beyond. From day one, you will enjoy health insurance, paid holidays, paid parental leave, a 401(k) retirement savings match and more!

Some of our unique and most popular benefits include:

• $300 annual wellbeing account to spend on what helps you feel happy + healthy
• Better Living Day! (a paid day off to go have some fun)
• Annual profit sharing - recognizing everyone's contribution to Marvin's success
• Giving at Marvin - participate in organized volunteer opportunities
• Brighter Days Fund - financial support from your colleagues and the Marvin family during personal hardships

Join the more than 8,000 Marvin team members to experience these benefits and more. 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.