Technical Services Manager

Do you have experience of managing and optimising the performance of a technical service and sales team? Do you have knowledge of working with Doors or Doorsets, or experience of building regulations, building product enquiries, orders and estimating? Do you want to apply your skills in a global organisation, where we are passionate about challenging the current state and facilitating process improvement and best practice initiatives?

Here at JELD-WEN UK, a global organisation that produces and manufactures Doors and Doorsets, we are looking for a Technical Services Manager to join our well-established team. Working from our site in Sheffield UK, you will lead and enhance the performance of our teams handling commercial door set quotes, door kit estimates and RMI orders resulting in operational efficiency, improved quote and order accuracy, and driving a customer service transformation that elevates satisfaction and responsiveness.

The Technical Services Manager role would suit someone who has experience of implementing structured root cause analysis to resolve recurring issues, fostering cross-functional collaboration, and leveraging data-driven insights to support continuous improvement. Ultimately, the Technical Services Manager is responsible for ensuring seamless operations, high-quality service delivery, and a culture of accountability and growth. You will be keen to work onsite, alongside our internal teams to provide team supervision & leadership, customer service oversight, and root cause analysis and issue resolution alongside process improvement and standardisation.

We offer a competitive salary, performance related bonus, 25 days holiday, 7.5% pension, medicash health care plan, salary sacrifice schemes and much more.

What your impact will be:

• Manage daily operations of quoting, order processing, and customer service teams.
• Provide guidance, coaching, and performance feedback to team members.
• Conduct regular team meetings to align on goals, updates, and challenges.
• Ensure timely and professional handling of customer inquiries, complaints, and escalations.
• Monitor service levels and implement improvements to enhance customer satisfaction.
• Lead customer service transformation initiatives, including system upgrades and process redesigns.
• Oversee the preparation, review, and approval of quotes for commercial door sets and kits.
• Ensure accurate and timely entry of customer orders, including RMI and bespoke requests.
• Coordinate with sales and technical teams to resolve complex or custom order requirements.
• Investigate recurring issues in order processing, delivery, or customer complaints.
• Conduct structured root cause analysis and implement corrective actions.
• Track and report on issue resolution effectiveness.
• Identify inefficiencies in current workflows and propose process enhancements.
• Develop and maintain SOPs (Standard Operating Procedures) for all key functions.
• Lead or support continuous improvement projects across departments.
• Work closely with procurement, logistics, production, and sales teams to ensure seamless order fulfilment.
• Facilitate communication between departments to resolve bottlenecks and improve coordination.
• Generate regular reports on team performance, order volumes, quote accuracy, and customer feedback.
• Analyse data to identify trends, risks, and opportunities for improvement.
• Onboard new team members and provide ongoing training on systems, products, and customer service best practices.
• Promote a culture of learning and continuous development.
• Ensure all activities comply with company policies, industry standards, and legal requirements.
• Maintain accurate records for audits, customer files, and internal reviews.

What you'll need to succeed:

• Experience of managing a team (2 Direct, 15 Indirect) within a technical sales and service environment.
• Previous experience of relevant building regulations, building product enquiries, orders and estimating is preferred.
• Previous experience of the building industry or from a supplier to the building industry would be advantageous.
• Previous B2B experience of working directly with customers.
• Experience of using root cause analysis tools and applying issue resolutions.
• Excellent IT skills for analysis and a good working knowledge of Excel would be advantageous.
• Experience of developing SOPs.
• Experience of evaluating data to identify trends, opportunities and risks.
• Previous experience with Salesforce preferred.

Why join us:

We are passionate about doors and are one of the world's largest manufacturers in this field. If you want to join us, we provide an international environment, a high level of flexibility, great potential for personal development and the opportunity to work with strong brands. We act with integrity, invest in people, inspire through innovation, deliver on our promises, and improve every day. We are seeking talented individuals who share this purpose and values and want to excel in their field of expertise. We offer excellent benefits, a collaborative environment in which to apply your talent and a dynamic and growing company, with exceptional career progression opportunities.

About JELD-WEN:

JELD-WEN, founded in 1960, is a leading global manufacturer of doors and windows with over 18,000 employees worldwide. In Europe, the company has a team of more than 6,500 people across the UK, France, and Central and Northern Europe. Headquartered in Charlotte, North Carolina, JELD-WEN designs, produces, and distributes an extensive range of interior and exterior doors, wood, vinyl and aluminum windows and related products for use in the new construction and repair and remodeling of residential homes and non-residential buildings. Our products and services afford us the opportunity to enter people's workplaces, homes, and daily lives. With this privilege comes great responsibility to ensure that the products we deliver are reliable and enrich the places and lives that they touch. We bring beauty and security to the spaces that touch our lives.

JELD-WEN is an Equal Employment Opportunity employer and does not discriminate against any applicant for employment or employee on the basis of race, color, religious creed, gender, age, marital status, sexual orientation, gender identity, national origin, disability, veteran status or any other classification protected by applicable discrimination laws.