Job Description
Job DescriptionSalary: $70,000. + Bonus
Job Title: Field Manager - Customer Experience & Job Site Quality
Company: Coastal Windows & Exteriors
Location: Beverly Ma
Job Type: Full-Time
Salary: $70,000 +Bonus
Who We Are
At Coastal Windows & Exteriors, we operate on a simple but powerful philosophy: Promise Made, Promise Kept. We have built a rapidly growing, elite home improvement company by prioritizing high levels of customer service and delivering flawless, manufacturer-certified installations.
Our homeowners trust us to protect and upgrade their most valuable asset. To ensure we deliver on that trust every single time, we are looking for a Field Manager to be our ultimate boots-on-the-ground advocate for the customer and guardian of our quality standards.
The Role
You are the face of the "Coastal Promise" in the field. As the bridge between our production office, our installation crews, and the homeowner, your primary mission is to ensure every customer receives a 5-star, "WOW" experience. You will oversee residential job sites to ensure manufacturer guidelines are strictly followed, property is profoundly respected, and projects are closed out only when the homeowner is completely thrilled with the final result.
What You Will Do (Key Responsibilities)
Deliver the "WOW" Customer Experience
Promise Made, Promise Kept: Act as the homeowner's primary guide during the installation phase, executing our 48-hour contact rule to keep them constantly informed of progress or weather delays.
The Final Walk-Through: Conduct a thorough post-install walk-through with the homeowner. You will personally explain the operation of their new products, review their lifelong warranties, and ensure their absolute satisfaction.
Flawless Close-Out: Ensure the customer is so thrilled with the work that they are excited to leave a 5-star review on-site. Finalize the Completion of Contract (COCS), collect final payments seamlessly, and explain our referral program.
Marketing the Magic: Capture beautiful before, during, and after photos using CompanyCam and Hover. Set up GoPros on targeted model homes to help us educate the community on what a true quality installation looks like.
Protect the Quality Standard & Job Site
Pre-Install Audits: Conduct meticulous site analysis before work begins. Confirm permits, audit materials, and document pre-existing conditions so the homeowners property is fully protected.
Crew Leadership: Conduct the initial walk-through with the homeowner and our Crew Leader. Audit crews throughout the process to ensure compliance with manufacturer specifications and EPA lead-safe standards.
Site Respect: Supervise job site cleanliness and safety daily. Coordinate prompt removal of dumpsters, portable restrooms, and debris so the homeowner gets their yard back immediately.
Hands-On Service & Troubleshooting
Provide immediate, hands-on solutions to minor service needs so the customer never has to wait. This includes: window/door lock adjustments, screen repairs, sash replacements, window balance tuning, sliding door roller adjustments, and approved caulking.
Approve minor on-site change orders (up to $500) to keep the project moving smoothly without administrative delays.
Safety First: You are prohibited from electrical work, painting, climbing ladders past a single-story ranch height, or walking roofs over a 6-pitch. We protect our employees as fiercely as we protect our customers.
Administrative Excellence for Warranties:
To ensure our homeowners' warranties and final paperwork are processed properly, all completion documents, final collections, and reviews must be submitted by the 4th day of the following month. Timely paperwork is non-negotiable for bonus eligibility.
Who You Are
You are deeply empathetic, a master communicator, and genuinely love making customers happy.
You have a background in construction, residential remodeling, or project management (window, siding, or roofing experience is highly preferred) and understand what a correct installation looks like.
You have an eagle eye for detaila smudge on a new window or a stray nail in a driveway bothers you.
You are a natural leader who can kindly but firmly hold installation crews to the highest standard of quality and cleanliness.
You are tech-savvy, comfortable with CRM systems and camera apps, and possess a valid drivers license with a clean driving record.
How to Apply
If you are passionate about quality, take pride in keeping your promises, and want to be rewarded for delivering an unmatched customer experience, we want you on our team.
Please submit your resume and a brief message explaining how you prioritize the customer experience in the field.
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