Website Boston_Standard Boston Standard
JOB TITLE: INSTALL MANAGER
Salary position
Hours: M-F, 7am-4:30pm & available via phone in off-hours as needed
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:
- Hire, 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.
