Furniture Repair Lead - Des Moines

Homemakers Furniture•Urbandale, IA

About The Position

The Furniture Repair Lead is responsible for overseeing and supporting a team of 8–10 repair technicians working in both a warehouse environment and in customers’ homes. This role requires strong leadership, exceptional customer service skills, and the ability to coordinate closely with multiple departments to ensure furniture quality meets company standards. The ideal candidate is highly organized, solutions-driven, and comfortable managing people, workflows, and customer-facing situations in a fast-paced environment.

Requirements

Previous experience in furniture repair, upholstery, woodworking, or a related field preferred.
Strong customer service and communication skills, both verbal and written.
Ability to manage multiple priorities and lead a team in a fast-paced environment.
Strong problem-solving skills with attention to detail.
Comfortable working in both warehouse and in-home settings.
Ability to work weekends and maintain a flexible schedule.
Legally able to drive a company vehicle by maintaining a valid driver’s license and be insurable by our Company’s insurance. Must be 21 years old to be insured by Homemakers.

Responsibilities

Lead, supervise, and support a team of 8–10 furniture repair technicians working in the warehouse and in the field.
Conduct regular one-on-one meetings with team members to provide feedback, coaching, and performance guidance.
Train all new employees on repair standards, safety practices, customer service expectations, and company procedures.
Provide ongoing coaching, development, and corrective action, including disciplinary actions when necessary.
Monitor workflow in all areas of the Furniture Repair Department
New product inspection and training as needed:
Advise/teach team on new changes to product/part repairs.
Help direct and supplement work when staffing issues arise: Call-ins, Vacation/PTO, Extra workloads, Emergency services implementation.
Do ride-a longs with road service technicians to determine if processes and organizational skills can be modified to improve efficiencies; also observe customer interaction to identify improvement opportunities.
Help cycle service aisle parts and in-shop pieces .
Ability to perform all duties of a furniture repair technician.
RTV – Take the lead..
Learn and use the Service Routing software.
Work closely with other departments to communicate and resolve issues.
Inspect and ensure the quality of furniture coming into and leaving the repair department meets company standards.
Troubleshoot manufacturing defects and determine appropriate repair solutions.
Accurately track and report labor hours associated with repairs, including manufacturer defect work.
Document repair processes and communicate findings to relevant departments.
Communicate professionally and effectively with customers, internal teams, and leadership.
Serve as a point of escalation for customer concerns related to furniture repairs.
Work collaboratively with multiple departments (operations, warehouse, customer service, vendors, etc.) to resolve issues and improve quality.