Installation Service Manager

Responsibilities

• Implement procedures and processes to set highest standard for service excellence and operational efficiency for the department.
• Monitor and prioritize scheduling conflicts as necessary.
• Ensure VPO tracking systems are in place to minimize work being completed with VPOs, as well as those jobs without them have a well-managed tracking system.
• Ensure invoicing for all completed services are up to date, reporting status updates monthly.
• Create, manage, and track department Key Performance Indicators to ensure goals are being met.
• Provide direction and clarification to field service technicians on service tickets as necessary.
• Address escalated issues that arise in the department either from internal or external customers.
• Create a working system for material management to provide added efficiencies for service techs, providing them the material they need to complete service tickets
• Serve accounts by analyzing work orders, planning daily travel schedule, gathering components and parts, completing installation, and performing acceptance tests.
• Investigate complaints, conduct tests and resolve problems, and suggest improved methods and techniques.
• Visit work sites and inspect installation work for conformance to specifications and safety standards.
• Keep equipment operating by following operating instructions, troubleshoot breakdowns, maintain supplies, perform preventive maintenance, and call for repairs.
• Maintain customer confidence by keeping service information confidential.
• Resolve customer complaints and answer questions regarding services and procedures.
• Recommend solutions to team regarding customers, material procurement, etc.
• Interpret and communicate work procedures and company policies to Installation and Service team.
• Establish plan to meet with management team routinely to increase the scope of new business potential and review monthly performance scorecards.
• Adhere to established safety rules and regulations and follows all safety procedures; maintain a safe environment.
• Required For All Jobs
• 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.
• Education Qualifications
• High School Diploma or GED required.
• Associate's Degree preferred.
• Experience Qualifications
• 4-6 years of building materials installation required.
• Hands-on experience installing the Company's products or services required.
• 4-6 years of experience supervising an installation/service team required.
• Skills and Abilities
• 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 inside 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.
• Understand products and services provided, manage builder material needs to local distribution ability, credit process.
• Understand applicable building codes.
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Benefits

Additional Information

For more than 165 years, Gilcrest/Jewett has been known as Iowa's "home building headquarters" and operates six retail yard locations, along with a truss and component plant, serving the Des Moines, Iowa City and Cedar Rapids metropolitan areas. . A Brief Overview The Installation Service Manager is responsible for the oversight, direction and management of the Installation Service Department.

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