Market Service Manager

US LBM•York, PA

6d•Hybrid

About The Position

The Market Service Manager is responsible for leading and coordinating the market's Installation Services function. This position provides leadership to the Installation team and is accountable for delivering an effective, consistent customer experience through the planning and execution of installation projects. The Market Install Manager partners closely with Sales, Operations, and other market leadership to ensure installation projects are properly planned and executed, and customer commitments are delivered safely, efficiently, and to established quality standards. The role establishes priorities, performance expectations, and standardized processes across the Installation Services function while developing associates and driving continuous improvement, accountability, customer satisfaction, and profitable growth. This role may also provide leadership and oversight for the market’s Inside Sales and Estimating functions, where applicable, including establishing priorities, performance expectations, and consistent processes to support market and customer needs.

Requirements

Prior experience leading and developing teams required.
Bachelor's Degree preferred, or equivalent combination of relevant education and industry experience.
5+ years of experience in building materials, construction, distribution, installation services, estimating, inside sales, or a related field preferred.
Experience with estimating, quoting, project coordination, installation services, or customer-facing service operations strongly preferred.
Experience working across Sales, Operations, and service functions to deliver customer commitments preferred.
Demonstrated knowledge of building-material products, applications, plans/specifications, customer requirements, and project execution preferred.
Strong leadership, coaching, and team-development capabilities.
Strong understanding of estimating, quoting, customer service, installation, and project coordination processes.
Business and financial acumen with the ability to understand project costs, labor requirements, margins, productivity, and operational performance.
Ability to read, understand, and work from plans, specifications, scopes of work, and project requirements.
Strong organizational and prioritization skills with the ability to manage multiple functions and competing priorities.
Demonstrated ability to establish processes, performance expectations, and accountability.
Strong problem-solving and continuous-improvement mindset.
Excellent verbal and written communication skills.
Strong customer focus and ability to develop collaborative relationships across Sales, Operations, customers, vendors, and field personnel.
Proficiency with Microsoft applications and other market-specific estimating, quoting, order-management, and business systems as needed.

Responsibilities

Lead and coordinate the market’s Installation Services function, establishing goals, priorities, service standards, and performance expectations.
Provide leadership, coaching, and development for associates responsible for installation coordination and field installation activities, including recruiting, selecting, training, and developing talent to support current and future market needs.
Oversee installation projects to ensure they are properly planned, scheduled, executed, and completed in accordance with established scope, cost, quality, customer, and safety expectations.
Partner with Sales, Operations, and other market leadership to align installation staffing, priorities, capabilities, and resources with market demand and customer requirements.
Ensure installation work plans and project documentation accurately reflect approved scope, material and labor requirements, schedules, and customer commitments.
Identify project risks and ensure appropriate plans are developed to address scope, scheduling, labor, material, customer, and field execution issues.
Establish and maintain consistent installation procedures, workflows, quality standards, and accountability across field crews and installation partners.
Monitor installation performance, including project progress, workmanship, costs, productivity, and customer issues, and drive improvements that support quality, efficiency, customer satisfaction, and profitability.
Promote and enforce adherence to company safety expectations and applicable requirements throughout all installation activities.
Maintain strong customer relationships, partner with Sales and Operations to resolve installation-related concerns, and ensure issues are followed through to satisfactory resolution.
Perform other duties as assigned.
Comply with all policies and standards.
Adhere to Company’s commitment to workplace safety.
Participate in and complete assigned trainings.