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Flooring Installation Manager

3 months ago

Charlotte, United States Service Pros Installation Group, Inc. Full time
Job DescriptionJob DescriptionDescription:

About Us:

Service Pros Installation Group is a family-owned business, headquartered in Charlotte, NC; committed to utilizing our resources to positively impact those we serve, putting the needs of our coworkers and customers ahead of our own. Service Pros Installation Group works as an exclusive flooring installation provider for Lowe’s Home Improvement. We have workrooms across the Southeast, Northeast, and Midwest.


Our Mission

We provide exceptional customer experiences through our passion for serving others.


Our Vision

We strive to improve the lives of our employees, customers, and contractors in the communities we serve every day.


Our Values

Stewardship

People

Integrity

Growth


Summary

The Flooring Installation Manager role is responsible for overseeing the installation process for Lowe’s customers. The Flooring Installation Manager role will manage the job sites for Lowe’s Customers, with primary responsibility for VIP Customers and Executive Clients. Responsibilities consist of ensuring there is a Service Pros Installation Group representative is on-site during the install, coordination of installation deliverables, and management of sub-contractors for VIP and Executive Customers.


FLSA Status: Exempt


Essential Duties and Responsibilities:


1. Manage installation process for Lowe’s VIP customers and Executive Clients.

2. Working closely with the Workroom team to support daily operations, adapting to changes in workload, seasonal demands, or staffing to ensure product delivery and sub-contractor scheduling.

3. Plan, execute and finalize Lowe’s projects according to timelines and budget requirements.

4. Utilize data, reporting, and key performance indicators to ensure gross profit margins and customer metrics are met.

5. Provide technical guidance, demonstrate advanced techniques, and evaluate the skill sets, professionalism, and quality of work of installers.

6. Perform virtual inspections, record quality issues, and initiate plans to decrease installer deficiencies.

7. Approve and discuss chargebacks with installers for repairs or replacement issues. May negotiate fees with Installers and make arrangements for other Installers to perform work.

8. Authorize payments for repair services and materials for work to be performed by sub-contractors in their areas of responsibility.

9. Identify quality issues and assist installers in improving their skills or in rectifying re-occurring issues.

10. Conduct virtual service appointments to resolve customer complaints to investigate and conduct an inspection. Conduct on-site service appointment if issues are not able to be resolved using the virtual process.

11. Manage post installation work orders/issues, through virtual inspections and/or field inspections to diagnose customer concerns to ensure resolution for the customer in a timely manner.

12. Conduct skill assessments and validate job sites for new onboarded installation crews, providing field training on Lowe’s and Service Pros Installation Groups processes and protocols.

13. Oversee subcontractors’ craftmanship and professionalism, working with the Area Installation Manager to enhance their skills and ensure adherence to job site expectations and flooring standards.

14. Notify Service Pros Installation Group leadership through daily reporting procedures on Lowe’s VIP and Executive projects.

15. Other duties as assigned.

Requirements:

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.


1. Education and/or Experience – 3+ years as a Project Manager or previous leadership role within the Construction industry, with an associate degree in business, construction, marketing, or related field; or equivalent combination of education and experience. Experience in the flooring industry is a plus.

2. License - Valid Driver’s License without restrictions.

3. Analytical and Reasoning Skills – Experience compiling and analyzing data to improve sales.

4. Computer skills – Good working knowledge of Microsoft Office, spreadsheets, email, database, and video and audio communication. Experience utilizing Project Management/Project scheduling tools a must.

5. Language skills – Ability to read and comprehend moderately complex instructions, correspondence, and memos. Ability to write letters and prepare other documents as needed. Proofreads work.

6. Mathematical Skills – Ability to add, subtract, multiply, and divide for basic algebraic and calculations.

7. Planning and Organizing – Defining tasks and milestones to achieve objectives, while ensuring the optimal use of resources to achieve the objectives.

8. Communication Skills – Excellent communication skills, including presentation, persuasion, and negotiation skills required in working with customers, co-workers, and subordinates; includes the ability to communicate effectively and remain calm and courteous under pressure.

9. Vision – Ability to view documents, multiple screens, and read handwritten documents.

10. Project Management – The ability to perform activities within a project environment to expected and recognized standards.

11. Travel – Daily travel may be required up to 50%.


COMPETENCIES:

To perform the job successfully, an individual should demonstrate the following competencies:

  • Problem Solving – Identifies and resolves problems in a timely manner.
  • Oral Communication – Speaks clearly and persuasively; Participates in and holds meaningful meetings.
  • Written Communication – Writes clearly; Able to read, analyze, and interpret written and oral information.
  • Quality – Demonstrates accuracy and thoroughness; Monitors own work to ensure quality.
  • Attention to Detail – Ability to monitor and check work or information, while organizing time and resources efficiently; Includes the ability to bring together different information in order to achieve results or accomplish tasks.
  • Teamwork – Contributes to building positive team spirit.
  • Diversity – Promotes a harassment-free environment where all individuals are treated with respect.
  • Ethics – Treats people ethically and with integrity.
  • Organizational Support – Supports the organization’s goals, values, and code of ethics.
  • Judgment – Exhibits sound and accurate judgment; Includes appropriate people in decision-making process; Makes timely decisions with careful consideration of the company resources, strengths, areas of opportunities, and consideration of the impact on others.
  • Planning/Organizing – Prioritizes work activities; Uses time efficiently.
  • Professionalism – Focuses on solving conflict, not blaming; Treats others with respect and consideration; Accepts responsibility for own actions.
  • Quantity – Meets performance standards; Completes work in timely manner.
  • Safety and security – Observes safety and security procedures; Ensures safety procedures are being followed.
  • Follow-up –Organized and consistently follows up on issues and statuses.
  • Dependable – Is consistently at work and on time.

Employment At-Will

Employment is voluntarily entered into, and employees are free to resign at will at any time, with or without cause. Similarly, the company may terminate the employment relationship at will at any time, with or without notice or cause, so long as there is no violation of applicable federal or state law.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to sit, reach with hands and arms; and talk and hear. The employee is frequently required to use hands to finger, handle, or feel. The employee must be able to lift and carry 25 lbs. (i.e., laptop or monitor) in order to move it as needed. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, and the ability to adjust focus.


Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. The noise level in the work environment is usually quiet. The work environment generally consists of indoor heated and cooled office space. This position may also work remotely from home.

NATURE OF JOB DESCRIPTION

The statements made in this job description are not intended to create a contract. The job description should not be construed to constitute contractual obligations of any kind or a contract of employment.

I have read and received a copy of this job description:

_________________________________________________ ________________

Employee Signature Date