GENERAL SUMMARY: The Install Manager is responsible for the coordination
of all installs for plumbing, heating and cooling systems to our valued
customers in accordance with all relative code statutes. The Install
Manager is a key member of our team and must be a highly presentable &
thoughtful individual who is well-versed in management of skilled trade
projects and customer dispute resolutions. The Install Manager must be
capable of leading a diverse group by providing technical guidance,
honest feedback, clear direction and leadership. Must be willing to
?jump in? and help on installs as needed, stand inspections, and support
the team at all times. Primary Duties and Responsibilities: ire, train,
manage and support Install Technicians & Helpers. Handle customer issues
as they arise, responding to all customer concerns same-day and reaching
a mutually agreeable resolution. Identify trends to follow-up with
technical team on opportunities for improvement. Focus on providing
excellent customer service that results in positive online reviews.
Manage the install schedule through coordination with the Install
Coordinator; seek opportunities for improvement through strategic
thinking. Management of customer installation projects, including
ordering of equipment, sub-contractor support and install complaint
resolution. Responsible for filing and monitoring Install warranty
claims. Read completed invoices daily to track new part failure trends,
accuracy of descriptions, technical readings listed, etc. Follow-up with
improvement opportunities with team. Coordinate and run bi-weekly
Install meetings with metric review, feedback and training. Participates
in monthly and special company meetings, as appropriate. Create, monitor
and report weekly on Install KPIs to Director of Operations. Review
vendor invoices weekly; identify unauthorized technician purchases &
opportunities for improvement. Facilitates a cooperative and productive
working relationship between the office & field teams, as well as other
areas of the company. Works with the Field Supervisor to mutually
establish performance improvements and seek out ongoing
education/training opportunities. Assist in the development and
implementation of company growth objectives and metrics as directed by
the senior leaders. Perform other duties as assigned. This may include
performing duties that are outside of the scope of normal job duties.
Skills and Abilities: Prior experience with a plumbing, heating or HVAC
company or comparable trade. Ability to prioritize tasks, plan large
jobs and close sales. Ability to inspire and lead others to attain
company goals Quick, sound decision-making abilities Ability to build
trust and demonstrate empathy Highly motivated, flexible and great
attitude on life Demonstrated excellent communication, conflict
resolution and interpersonal skills. Demonstrated ability to work as an
effective team member and pitch in as needed. Computer skills and use of
electronic devices for scheduling, invoice creation and communication to
staff and customers required. QUALIFICATIONS SUMMARY:: The ideal
candidate for this position will possess excellent knowledge of the
industry and be able to talk easily with customers in both sales and
technical situations. This candidate will possess a strong background in
a trade organization and with resolving customer disputes. DIRECT
REPORTS: Install Coordinator, Install Customer Service Coordinator,
Technicians (may) have a joint report to Service Manager. PERFORMANCE
METRICS: Positive resolution of customer concerns within 24 hours of
being contacted Obtains \>4 positive online reviews per month Reduction
in call backs, developing lessons learned. Maintaining minimum gross
profit margins and maximizing cost saving initiatives.