Supervisor, Service

Company Description

Fortune Brands Innovations, Inc. is an industry-leading home, security and digital products company. We’re focused on exciting opportunities within the home, security and commercial building markets. Our driving purpose is to elevate every life by transforming spaces into havens. We believe our work and our brands can have incredibly positive impacts for not just our business and shareholders, but for people and the planet, too.

At Fortune Brands, we’re building something big. We’re advancing exciting innovations in all of our products and processes. We’re delivering trust, dependability, sustainability, and style. To make it all happen, we’ve transformed our workplace into an environment where smart, ambitious people have the support to reach their fullest potential.

When you join Fortune Brands, you become part of a high-performing team empowered to think big, learn fast and make bold decisions. We support an inclusive culture where everyone is encouraged be their authentic selves, and where our differences and unique perspectives are a key strength.

Explore life at Fortune Brands here.

The Service & Scheduling Supv leads a team that supports field operations by coordinating installation schedules, managing service and warranty requests, and ensuring accurate job quoting. This role plays a key part in keeping crews productive, customers informed, and projects on track. The manager oversees performance metrics, develops standard operating procedures, and works closely with other departments to improve communication and reduce delays. It is a leadership role focused on driving efficiency, consistency, and customer satisfaction.

YOUR ROLE:
The bullet points below reflect 80% of your job. We are a fast-paced company, you may be pulled in a variety of different directions with tasks added or changed.

• Lead the Service, Warranty & Scheduling Team
  • Manage and support a team responsible for installation scheduling, service coordination, and customer warranty follow-up.
  • Provide clear direction, coaching, and accountability to ensure the team meets performance goals and supports field operations effectively.
  • Foster strong collaboration across departments to improve communication, reduce delays, and enhance customer experience.
  • Manage and develop standard operation procedures to ensure consistency, clarity, and efficiency across the department.
• Oversee Scheduling for Field Crews
  • Ensure weekly schedules are published by Wednesday and confirmed by Thursday.
  • Maintain a balanced calendar with 80% installation / 20% service to keep crews productive and responsive. Engage with other departments if we see trends shifting from this target.
  • Monitor crew utilization and help the team maintain 85%+ productivity .
• Support Accurate Quoting
  • Parter with Estimating to prepare realistic installation quotes and timelines.
  • Track quote vs. actual install dates, aiming for 90% accuracy .
  • Identify and remove barriers that lead to schedule changes or delays.
• Manage Service & Warranty Requests
  • Ensure timely follow-up on all customer service and warranty items.
  • Monitor open tickets and drive resolution within target times for Stock, Made to Order and Special-order items.
  • Track both the oldest and average age of open requests and lead corrective actions when needed.
• Support Field Team Efficiency
  • Help the team identify and resolve issues that cause crews to leave job sites early.
  • Collect feedback from the field to improve planning and reduce missed opportunities.
  • Document customer-related delays and coordinate with other departments to prevent repeated issues.
• Track Metrics & Share Insights
  • Lead the team in tracking and reporting key performance indicators, including:
  • Schedule attainment
  • Quoting accuracy
  • Service and warranty age.
  • Field operations uptime efficiency
  • service vs. installation mix.
  • Share weekly reports with leadership and recommend improvements based on trends.
• Collaborate Across Departments
  • Ensure alignment between the field operations team and departments like Quoting, Estimating, Project Management, and Operations.
  • Promote a “slow down to speed up” mindset—encouraging thoughtful planning to avoid costly mistakes.
  • Help build better habits around communication, scheduling, and accountability.

• Minimum of 5 years of experience in service and scheduling
• Bachelor's degree or equivalent hands-on work experience.
• Proficiency in developing and implementing metrics and standard operating procedures.
• Understanding of door manufacturing, retail, and installation requirements.
• Proven experience in leading large projects to successful completion.
• Proficient in Microsoft Office Suite (PowerPoint, Word, Excel) and capable of reading CAD documents.

ADDITIONAL INFORMATION:

Fortune Brands believes in fair and equitable pay. A reasonable estimate of the base salary range for this role is Hiring Pay Range: $70,000 USD - $110,000 USD. Please note that actual salaries may vary within the range, or be above or below the range, based on factors including, but not limited to, education, training, experience, professional achievement, business need, and location. In addition to base salary, employees will participate in either an annual bonus plan based on company and individual performance, or a role-based sales incentive plan.

At Fortune Brands, we support the overall health and wellness of our associates by offering comprehensive, competitive benefits that prioritize all aspects of wellbeing and provide flexibility for our teammates’ unique needs. This includes robust health plans, a market-leading 401(k) program with a company contribution, product discounts, flexible time off benefits, adoption benefits, and more. We offer numerous ERGs (Employee Resource Groups) to foster a sense of belonging for all associates.

Fortune Brands is built on industry-leading brands and innovation within the high-growth categories of water, outdoors and security. The Company makes innovative products for residential and commercial environments, with a growing focus on digital solutions and products that add luxury, contribute to safety and enhance sustainability. To learn more, visit our website at fbin.com.

Equal Employment Opportunity

Fortune Brands is an equal opportunity employer. Fortune Brands evaluates qualified applicants without regard to race, color, religion, sex, gender identity or expression, national origin, ancestry, age, disability/handicap status, marital status, protected veteran status, sexual orientation, genetic history or information, or any other legally protected characteristic.

Reasonable Accommodations

Fortune Brands is committed to working with and providing reasonable accommodations to individuals with disabilities. If, because of a medical condition or disability, you need a reasonable accommodation for any part of the application or interview process, please contact us at [email protected] and let us know the nature of your request along with your contact information.

Important Notice: Protect Yourself from Fraudulent Job Postings

To protect yourself from fraudulent job postings or recruitment scams, please note that Fortune Brands job postings are exclusively hosted on our website at fbin.com/careers via our SmartRecruiters platform. Fortune Brands will never request banking information or sensitive personal details until an offer of employment has been accepted and the onboarding process begins.