СШАField Manager - Allentown, NH
1 нед. назад
СШАOnsite
Manage field operations to ensure best-in-class home improvement services and customer experience.
О компании
- Create value for our stakeholders by elevating customer expectations across our industry and consistently delivering best-in-class home improvement services. We accomplish this through tech-enabled innovation, industry-leading talent, and a company-wide commitment to seamless customer experiences.
- We at strive to instill and maintain our core values, by being:
- Collaborative – We get further, together. We pride ourselves on having the most talented people in our industry, and we expand what is possible through cohesive teamwork.
- Innovative – We challenge industry norms and take intelligent risks to discover better ways to serve our customers.
- Principled – We do the right thing – no matter what. We go to great lengths to ensure our customers, employees and partners have world-class experience and are treated fairly.
- Enthusiastic – We love what we do and the bonds we create with the people around us. Our passion positively influences our customers, colleagues, and partners.
- Value-Driven – We have an unrelenting focus on creating value for our stakeholders. We reward performance that increases the value of our company, and we live in a culture where everyone thinks and acts like an owner.
- Most importantly, together we embrace a collaborative spirit to propel all Divisions to achieve faster growth, greater profitability, and become THE most trusted name in home improvement.
Требования
- Plan, prioritize, and oversee daily and weekly field operations, including installer and subcontractor scheduling, workload balancing, and project execution.
- Review and approve job readiness, installation documentation, and project timelines, exercising discretion to resolve issues that may impact delivery, quality, or customer experience.
- Direct, supervise, train, coach, and evaluate W-2 installers and 1099 subcontractors to ensure consistent execution of company standards, quality expectations, and safety requirements.
- Interview, select, onboard, and retain qualified installers and subcontractors, maintaining a ready and compliant labor pipeline.
- Serve as the escalation point for complex operational and customer issues, applying independent judgment to resolve non-standard or out-of-policy situations.
- Conduct and oversee jobsite quality control inspections, determine corrective actions, and ensure deficiencies are addressed in accordance with company standards.
- Lead field execution of the customer experience program and manage customer escalations to resolution in alignment with service expectations.
- Establish, monitor, and drive department productivity, quality, and performance goals; analyze trends and implement improvement plans.
- Collaborate with the Production Manager on forecasting, capacity planning, and weekly operational projections.
- Partner cross-functionally with Sales, Customer Service, Inventory, and Operations to ensure material readiness, job flow, and on-time installations.
- Ensure compliance with all safety, OSHA, labor, and company policies; enforce jobsite safety standards and address violations.
- Oversee documentation, system reporting, and operational audits within CRM, LP, and other platforms to ensure data accuracy, regulatory compliance, and performance reporting integrity.
- Approve subcontractor pay sheets and installer timecards, resolve discrepancies, and ensure payroll compliance.
- Identify, assess, and mitigate operational risks, including repeat defects, warranty issues, and installer performance concerns; escalate to leadership as appropriate.
- Prepare and deliver daily, weekly, and month-end operational reports and insights to management.
- Ensure compliance with fleet and vehicle safety requirements, including maintaining company vehicles and safe driving practices.
- Minimum of 3 years’ experience in field, installation or related roles within home improvement or construction required.
- 2 years of experience in a management or supervisor position preferred.
- Strong knowledge of residential remodeling installation practices required.
- Ability to accurately read and use a tape measure required.
- Proven leadership, coaching, and performance management skills a plus.
- Excellent organizational and time-management abilities, with the capacity to manage multiple priorities in a fast-paced environment.
- Strong verbal and written communication skills, with the ability to work effectively with installers, subcontractors, cross-functional teams, and customers.
- Effective problem-solving skills, including the ability to anticipate issues and implement solutions under pressure.
- Proficiency with operational systems and technology, including CRM, workflow tools, reporting platforms, and basic data entry.
- Customer-focused mindset with experience handling escalations and ensuring high-quality service outcomes.
- Collaborative team player with a growth mindset and willingness to take on expanding responsibilities.
- Valid driver’s license with a clean driving record required.
- Ability to travel to job sites as needed.
- The physical requirements of this role may vary depending on the specific job duties and work environment. These may include, but are not limited to:
- Remaining in a stationary position (e.g., sitting or standing) for extended periods
- Frequent movement, including walking, bending, reaching, or climbing stairs
- Use of hands and fingers to operate computers, tools, or equipment
- Occasional lifting and/or moving of items up to 25–50 lbs, depending on the role
- Working indoors and/or outdoors in various environmental conditions
- The physical demands described here are representative of those that may be required to successfully perform the essential functions of the job. Reasonable accommodations will be made to enable individuals with disabilities to perform these functions.
Другое
- The most trusted name in home improvement, providing every homeowner with a seamless journey to a home they love.
- The Field Manager oversees daily field and installation operations, ensuring scheduled jobs are completed safely, efficiently, and in accordance with company quality standards. This role provides leadership and support to installers and subcontractors, resolves escalated customer and operational issues, and maintains proactive communication throughout the installation process. The Field Manager collaborates cross-functionally with Production, Sales, Customer Service, and Operations to drive performance, ensure compliance, and deliver an exceptional customer experience while supporting overall company goals.
- To perform this job successfully, an individual must have strong knowledge of Microsoft Office 365 Suite, and the ability to learn and effectively use software applications such as ADP, Lead Perfection, Salesforce, and other applications used in job duties.
- Job is exempt from the overtime provisions of the Fair Labor Standards Act. Salary and benefits shall be paid consistent with , LLC salary and benefits policy.
- The work environment for this position will vary depending on the nature of the role and assigned duties. It may include one or more of the following settings:
- Office Environment : Professional setting with standard office equipment such as computers, phones, and printers. Noise levels are typically low to moderate.
- Retail or Store Environment : Fast-paced setting with frequent customer interactions. May involve standing for extended periods and occasional lifting or moving of merchandise.
- Warehouse Environment : Industrial setting with exposure to varying temperatures, noise, and moving equipment. May require standing, walking, and handling materials or machinery.
- Call Center Environment : Shared workspace with frequent phone and computer use. Noise level may be moderate due to multiple conversations occurring simultaneously.
- Field-based or Canvassing Environment : Outdoor work in various weather conditions. Requires walking, standing, and interacting with the public. Travel between locations may be required.
- This position requires regular travel, which may include day trips and overnight stays. Travel may be up to 25–50% of the time, depending on business needs.
- Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.
- and its affiliates are committed to equal opportunity. We value and embrace diversity and inclusion of all Team Members. If you have a disability under the Americans with Disabilities Act or similar law, and you need an accommodation during the application process or to perform these job requirements, or if you need a religious accommodation, please contact Humanresources@.
- If you have a question regarding your application, please contact TA@
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