With new ownership and supportive leadership at the helm since early 2022, Associated Materials is embarking on a transformation to maximize our potential through investments in people, operations, and brands.

If you want to be part of a company where your ideas and input are more than just encouraged—they’re valued—this is the place for you. At Associated Materials, you will be part of the change, and your contributions will provide an immediate and lasting impact, helping us achieve what’s possible.

The primary role of the Director of Aftersales & Service is to create the strategy around AMs aftersales product claims and warranty claim field service.

This position will have direct reports.

This strategic role will develop long term planning oriented towards customer satisfaction, organizational profitability, and service program development. Position will require office-based work and may require travel 10%

• Oversee Initial quality and warranty claims management for manufactured windows and siding products
• Develops a go to market strategy for aftersales service, claims and claims customer support
• Maintains industry leading customer satisfaction, guided through metrics and direct market feedback
• Creates and submits monthly KPI reports to VP CX
• Interfaces with Quality, and Customer Service to leverage existing support and field service infrastructure
• Interfaces directly with customers on a proactive basis
• Prepares presentations and customer facing materials
• Develops and delivers in-house training for employees regarding the service procedures, the company’s policies, and procedures
• Develops programs to improve technical and customer service skills of staff
• Liaise with the sales team, quality, and engineering
• Manages large project claims
• Design’s strategies and ensures that all day-to-day services have been controlled and that all clients’ needs have been tackled successfully
• Makes recommendations and designs policies and rules that will reduce cost and improve the efficiency of services
• Actively involved in the hiring and training of the new employees and will schedule training sessions accordingly
• Identifies and resolves employee concerns/complaints
• Demonstrates outstanding customer service through maintenance of high quality and integrity at work environment
• Manages escalated customer complaints
• Motivates staff members to deliver excellent services to clients
• Creates and manages department budget
• Ability to clearly articulate messages to a variety of audiences
• Flexibility, adaptability, and comfort with ambiguity
• Tenacity and resilience
• Skilled at influencing, prioritizing, and setting expectations to move toward a common goal
• Excellent communication and presentation skills
• Collaborative and thrives working cross-functionally; team player willing to “roll up their sleeves” to drive initiatives
• Analyzes the data to pinpoint problem areas and provides solutions
• Other duties may apply

#LI-KS1

• Strong communication skills and the ability to work well with people
• Experience managing and leading a team
• 5+ years of experience
• Knowledge of building products a plus
• Polished leadership skills required
• Knowledge of Microsoft Office SFDC
• Strong troubleshooting
• Customer Service focused
• Self-starter and ability to work under minimal supervision
• Ability to maintain effective working relationships with co-workers, management, and customers
• Ability to travel
• Accountability
• Bachelor’s degree in related field preferred

Associated Materials is a leader in exterior building products for residential and commercial remodeling and new construction markets. We produce vinyl windows, vinyl and composite siding and accessories, and metal building products—and distribute other essential building products to ensure customers find everything they need for their exterior.

Headquartered in Cuyahoga Falls, Ohio, more than 4,000 associates across North America support Associated Materials. We operate 11 manufacturing facilities and more than 100 Alside and over 20 Gentek supply centers across the United States and Canada. Through our unique combination of award-winning products, manufacturing and distribution operations, installation solutions, and support services, the opportunities at Associated Materials are endless!

Associated Materials is an equal opportunity employer.