Copy of Installation Service Manager

Description

About Service Pros Installation Group:

Service Pros Installation Group is a family-owned business headquartered in Charlotte, North Carolina working as an exclusive provider of installation services for Lowe's Home Improvement. With workrooms across the Southeast, Northeast, and Midwest, we are committed to ensuring all our employees, customers, and contractors are positively impacted by utilizing our resources to provide stewardship, put our people first, ensure companywide integrity, and continue to grow and improve every day.

Summary

The Installation Service Manager is wholly responsible and accountable for orchestrating the entire installation process for flooring installation customers from multiple stores, resulting in exceptional customer experience while fostering and maintaining critical relationships with Lowe’s Home Improvement.

FLSA Status: Salaried, Exempt

Essential Duties and Responsibilities:

1. Manages all aspects of the SPIG business for their coverage area through the exercise of well-reasoned and sound discretionary business judgment involving customers, contractors and Lowe’s Home Improvement.
2. Ensures a quality installation which meets or exceeds the customer’s expectations.
3. Ensures superior customer satisfaction scores.
4. Manages installers and negotiates pricing for onsite issues, work orders, and customer needs. Authorizes payments for services.
5. Meets and exceeds financial and productivity goals.
6. Develops and manages strong relationships with store personnel, Lowes CPO, installation customers, installers and acts as a management point of contact.
7. Exercises independent judgment and discretion concerning significant financial matters, including but not limited to authorizing installer invoice payments, approving and discussing installer chargebacks due to quality/non-performance issues, authorizing the purchase of additional materials, and approving customer compensation in resolution of disputes and claims.
8. Analyzes job profit margins to determine whether it would be prudent to commit additional monies to the installers or purchase of materials.
9. Responds to escalated customer issues and answers customer questions which cannot be answered by other staff; including conducting site visits to determine appropriate and necessary action to resolve concerns.
10. Makes determinations whether to continue using subcontractors based upon the quality of their work and customer surveys.
11. May be required to assign and schedule work for installers based upon skillset, capability, dependability, performance scores, and availability.
12. Provides guidance to installers and customers on installation and products.
13. Coaches installers on customer feedback received on their projects.
14. Forecasts the need for inventory and purchases additional product as needed.
15. Conducts customer follow-up calls to control the quality of the installation experience and resolve any potential outstanding issues.
16. Reviews installation details for each job with the appropriate installer before installation.
17. Tracks in-progress calls and resolves installation issues with installers and external partners.
18. Reviews work orders for accuracy, verifies technical information, and identifies and resolves labor or product issues.
19. Other duties as assigned.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit; reach with hands and arms; bend, kneel and position themselves on the floor to cut pad. The employee is frequently required to handle manually and feel. The employee must be able to lift and carry 75 lbs. (e.g., laptop, monitor or carpet pad) to move it as needed. The incumbent may also be required to move carpet foam, materials and drive a forklift. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, and the ability to adjust focus.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. The noise level in the work environment is usually quiet. The work environment generally consists of indoor heated and cooled office space but may spend time in a non-climate controlled warehouse.

Requirements

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and ability required.

1. Education and Experience – High school diploma or general education degree (GED); and one to two years related experience and training; or equivalent combination of education and experience. Experience must involve customer service management.
2. Language Skills – Ability to read and comprehend instructions, correspondence, and memos. Ability to write letters and prepare other documents as needed. Proofreads work.
3. Mathematical Skills – Ability to add, subtract, multiply, and divide into all units of measure for basic algebraic and geometric calculations.
4. Reasoning Ability – Ability to apply reasoned business judgment.
5. Ability to deal with problems involving a few concrete variables and adapts to changing circumstances and conditions.
6. Computer Skills – Knowledge of computer workstations and peripheral equipment; knowledge of database, spreadsheet, email, and word processing software.
7. Communication Skills –-Ability to effectively communicate orally and in writing in English.

COMPETENCIES

To perform the job successfully, an individual should demonstrate the following competencies:

• Problem Solving – Identifies and resolves problems promptly.
• Oral Communication – Speaks clearly and persuasively; participates in meetings.
• Written Communication – Writes clearly; able to read and interpret written information.
• Teamwork – Contributes to building a positive team spirit.
• Diversity – Promotes a harassment-free environment.
• Ethics – Treats people with dignity and respect.
• Organizational Support – Supports organization’s goals, values, and code of ethics.
• Judgment – Exhibits sound and accurate judgment; includes appropriate people in decision-making process; makes timely decisions.
• Planning/Organizing – Prioritizes work activities; uses time efficiently.
• Professionalism – Focuses on solving conflict, not blaming; accepts responsibility for own actions.
• Quality – Demonstrates accuracy and thoroughness; monitors own work to ensure quality.
• Quantity – Meets productivity standards; completes work promptly.
• Safety and security – Observes safety and security procedures; reports unsafe conditions; uses equipment and materials properly.
• Follow-up – Must be organized and able to follow-up on statuses and ensure completion of tasks.
• Dependable – Is consistently at work and on time.