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The Installation Service Sup ervisor is responsible for providing leadership and direction for the delivery of services by the Installation service representative as well as manage, plan, and direct the overall service related issues and concerns related to the builder accounts and customer service. Reports to the Sales Manager.
Essential Job Duties :
- Implements procedures and processes to set highest standard for service excellence and operational efficiency for the department.
- Serves accounts by analyzing work orders; planning daily travel schedule; gathering components and parts; completing ins t a l l a t i o n and performing acceptance tests,
- Investigates complaints; conducts tests and resolves problems; suggests improved methods and techniques.
- Reviews, checks, and tracks work of service techs team members such performance, relationships customers, etc.
- Visits work sites and ins pect ins t a l l a t i o n work for conformance to specifications and safety standards.
- Keeps personal equipment operating by following operating ins t ructions; troubleshooting breakdowns; maintaining supplies; performing preventive maintenance; calling for repairs.
- Documents service and ins t a l l a t i o n actions by completing forms, reports, logs, and records.
- Mainta ins customer confidence by keeping service information confidential.
- Updates job knowledge by participating in educational opportunities; reading professional publications.
- Supports Service technicians with important customer related decisions.
- Resolves complaints and answers questions of customers regarding services and procedures.
- Prepares, mainta ins , and submits reports and records to Service Manager regularly.
- Makes recommendations to management concerning staff and improvement of procedures.
- Discusses and suggests solutions to team regarding customers, material procurement, etc.
- Interprets and communicates work procedures and company policies to Service team.
- Ensures that high levels of personalized customer service are delivered during every encounter.
- Participate in the hiring, training of ins t a l l a t i o n s e r v i c e team and motivates ins t a l l a t i o n technicians.
- Establishes plan to meet with management team routinely to increase the scope of new business potential and review monthly performance scorecards.
- Provides continued relationship with assigned builder accounts.
- Monitors product and delivery needs.
- Attends necessary training to maintain a current and thorough understanding of local building codes, product applications and other related areas.
- Ensures that all members of the department follow standard operating procedural guidelines
- Adheres to established safety rules and regulations and follows all safety procedures; maintain a safe environment.
- Complies with Company's attendance policy by maintaining regular and predictable attendance.
- Performs other duties as assigned by Management.
REQUIRED KNOWLEDGE, SKILLS, AND ABILITIES:
- Minimum education required-GED or High School diploma although some college is preferred; equivalent work experience may be considered in lieu of educational prerequisites.
- Minimum experience required-5 yrs experience in building materials ins t a l l a t i o n s pecifically within ins t a l l a t i o n and service operation. Ins t a l l a t i o n s upervisors must have hands-on experience ins t a l l ing the Company's products or services to properly oversee ins t a l l a t i o n s e r v i c e technicians' responsibilities.
- Minimum 3 to 5 years supervising an ins t a l l a t i o n /service team.
- Special skills 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 ins ide 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.
- Special knowledge required --Understand products and services provided, manage builder material needs to local distribution ability, credit process. Understand applicable building codes.
- Other-Computer literate with Microsoft Office products.
- Physical demands include standing and walking and sitting for extended periods of time, bending or stooping, lifting up to 50 pounds frequently and up to 75 pounds occasionally.
Professional Building Supply, a Division of US LBM Holdings, LLC is an equal opportunity employer. We do not discriminate on the basis of race, color, religion, creed, national origin or ancestry, sex, age, physical or mental disability, veteran or military status, genetic information, sexual orientation, gender identity, marital status, military status, order of protection status, or any other legally recognized protected basis under federal, state, or local law.
