Summary/Objective:

The Installation Manager plays a vital role in managing the daily operations to ensure a seamless customer experience. They must be determined for greatness and expect the same from their team. Installation Manager will assign the best installer for the job, conduct site inspections, offer quick resolutions, and recruit new crews. The Installation Manager should have a prominent level of customer service skills and be extremely personable, as they will be responsible for developing relationships with customers and our vendors. Their focus is to be helpful.

Essential Functions

• Year round recruiting/onboarding/replacement of installers (hard surfaces/carpet)
• Coordinate jobs within SOP standards (ensure coverage and workload)
• Review and assess installer performance by conducting job site inspections and review of customer driven scores
• Ensure complete customer satisfaction via timely follow up and conflict resolution
• Manage customer database with timely record and account billing
• Accurately review/edit, approve and submit weekly installer pay to payroll/accounting within SOP
• Meet/exceed monthly performance metrics (LTR, compliance, C&P, TIP, stock)
• Display and provide everyday leadership to all employees, contractors, and guests within the office
• Help build and maintain partnerships with Lowes stores as needed to build confidence in Keller Services
• Always display Keller Vision, Values, and Purpose

The Installation Manager has a variety of duties and responsibilities that include, but are not limited to, the following:

• Ensures all jobs are scheduled with proper coverage and workload

• Manages the on-boarding of new crews

• Monitors performance of installers by conducting job site inspections

• Ensures complete customer satisfaction by following up with customers and offering fast resolution

• Provides everyday leadership

• Builds and maintains a strong relationship with customers

• Approves and submits weekly installer payroll

• Upholds and serves Keller Interiors vision values, and purpose

• Performs other duties as assigned

• Support operations in the achievement of 86% LTR (Likelihood to Recommend), 100% Insurance Compliance

• All other tasks as assigned

Competencies
Flooring installation/construction coordinating and best practices
Analytical and problem-solving abilities
Time Management/Organization Skills
Strong interpersonal/relationship building skills
Excellent/professional oral, written communication
Personal Initiative, Effectiveness, Credibility
High emotional intelligence
Computer/Software Skills: Microsoft 8 and higher, proprietary technology

Supervisory Responsibility: This position has direct supervisory duties to installation crews, office and warehouse aassociates, as applicable. Position reports to the Sr. Installation Manager or Regional Manager.

Work Environment: This job operates in a warehouse office and field operation environments. This role may frequently drive; routinely uses warehouse equipment such forklifts/pallets, and standard office equipment such as computers, laptops, phones, and printers.

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. While performing the duties of this job, the employee must enjoy fast paced environment, requires proper lifting technique up to 50lbs, is regularly required to talk or hear, bend, stoop, or twist. Most duties performed while sitting or standing for long periods of time; driving and walking; use of hands/fingers; reach with hands and arms. Exposures to various temperature changes; requires reading, writing and average math skills.

Position Type/Expected Hours of Work Position is Full Time

Travel: Some local travel within region

Minimum Qualifications:

• 2-5 yrs flooring industry knowledge and/or experience
• Working knowledge of scheduling, and team development
• Proficiency with Excel and Microsoft Office suite systems
• Proven track record for increasing sales/improving workflow
• Must have valid drivers license and maintain current insurance status
• Flexibility to work nights and weekends, as needed

Preferred Qualifications:

• Associates Degree or higher in related field
• Previous home improvement retail experience
• Proficient in speaking business/professional Spanish

Other Duties: Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.