Installation Service Manager

US LBM•Charlotte, NC

About The Position

For almost 20 years, SouthEnd Exteriors has been the leader in the Southeast when it comes to siding and roofing for home builders. We have 9 locations across North Carolina, South Carolina, Tennessee, and Georgia. Our motto is simple, DO THE RIGHT THING. We strive to provide an exceptional experience to our customers at every touch point. . A Brief Overview The Installation Service Manager is responsible for the oversight, direction and management of the Installation Service Department.

Requirements

High School Diploma or GED required.
4-6 years of building materials installation required.
Hands-on experience installing the Company's products or services required.
4-6 years of experience supervising an installation/service team required.
Knowledge of business management operations and personnel management.
Strong problem solving, critical thinking, and creativity skills along with the ability to exercise sound judgment by making decisions based on accurate and timely analyses within an inside sales support environment.
Hands on experience in building supply, construction or distribution industry with able to read material take-offs, estimates, blueprints and other such documents.
Good math skills needed.
Computer competency and good customer relations skills are required.
Proficiency in leadership duties including an excellent professional communication skill and an ability to motivate a team at times are under challenging times.
Understand products and services provided, manage builder material needs to local distribution ability, credit process.
Understand applicable building codes.

Nice To Haves

Associate's Degree preferred.

Responsibilities

Implement procedures and processes to set highest standard for service excellence and operational efficiency for the department.
Monitor and prioritize scheduling conflicts as necessary.
Ensure VPO tracking systems are in place to minimize work being completed with VPOs, as well as those jobs without them have a well-managed tracking system.
Ensure invoicing for all completed services are up to date, reporting status updates monthly.
Create, manage, and track department Key Performance Indicators to ensure goals are being met.
Provide direction and clarification to field service technicians on service tickets as necessary.
Address escalated issues that arise in the department either from internal or external customers.
Create a working system for material management to provide added efficiencies for service techs, providing them the material they need to complete service tickets
Serve accounts by analyzing work orders, planning daily travel schedule, gathering components and parts, completing installation, and performing acceptance tests.
Investigate complaints, conduct tests and resolve problems, and suggest improved methods and techniques.
Visit work sites and inspect installation work for conformance to specifications and safety standards.
Keep equipment operating by following operating instructions, troubleshoot breakdowns, maintain supplies, perform preventive maintenance, and call for repairs.
Maintain customer confidence by keeping service information confidential.
Resolve customer complaints and answer questions regarding services and procedures.
Recommend solutions to team regarding customers, material procurement, etc.
Interpret and communicate work procedures and company policies to Installation and Service team.
Establish plan to meet with management team routinely to increase the scope of new business potential and review monthly performance scorecards.
Attend necessary training to maintain a current and thorough understanding of local building codes, product applications and other related areas.
Adhere to established safety rules and regulations and follows all safety procedures; maintain a safe environment.
Comply with Company’s attendance policy by maintaining regular and predictable attendance.
Perform other duties as assigned.
Comply with all policies and standards.
Adheres to Company’s commitment to workplace safety.