Customer Relations Regional Field Manager

Engineered Floors•Dalton, GA

3d•Hybrid

About The Position

The CR Field Manager position(s) serves as the primary point of contact for day-to-day technical support for external customers, internal customers, and the sales force. Assigned to specific geographies, this role manages complaints, qualifies potential claims, develops resolutions, conducts field inspections, performs quality assessments, evaluates installation quality, provides maintenance training, and offers in-depth knowledge of flooring product attributes and installations. This role requires strong leadership and decision-making skills.

Requirements

High school diploma or equivalent is required.
2 years of customer service, technical services, or quality assurance experience is required.
Basic Microsoft computer skills are required.
Excellent written and verbal communication skills are required.
Ability to multi-task.
Problem-solving skills.
Team player.
Must be highly flexible involving ever-changing scenarios and duties.

Nice To Haves

College is preferred.
State-awarded contractor's licensing is preferred.

Responsibilities

Management of qualifying orders (normally 2,500 SY or greater) and mock-up requests.
Complaint intake, evaluation, possible inspection, and proposing resolutions.
Responding to inquiries regarding best options, proper applications, floor preparation, correct sealers and adhesives, job site conditions, schedules, and dissimilar adhesives.
Training of new hires (RVPs, sales managers, other department associates).
Field training and demonstrations for proper installation techniques and best practices for maintenance of EF products.
Ongoing management of field managers' claims and qualifying orders.
Support for the Marketing Department, including photo shoots and on-site involvement.
New style/product evaluation with designers, product development team, and manufacturing team.
Providing timely reporting to the Director of CR.
Fostering and maintaining good relationships with business partners such as Fuse Alliance and Starnet.
Becoming familiar with higher volume customers within assigned areas.
Performing other duties assigned by the Director of Customer Relations.