Phoenix, AZ
KB-1 Dual Building Contractor License or Specialty Dual CR-7 Carpentry License required or ability to obtain
Position Overview
Responsible for the order fulfillment, installer and project coordinator processes, and continuous improvement efforts at the Phoenix branch location. Primarily responsible for team members and providers within the order verification and installation departments. Participates with other members of the management team in developing strategies to ensure the business’ continued growth and profitability. Works with other business leaders to improve the overall customer experience. Responsible for the identification, development, and implementation of programs, policies, and procedures to promote world class customer experience, company profitability, and market share growth.
Responsibilities/Accountabilities include the following but are not limited to:
Responsible for the identifying, selecting, and managing subcontracted 3rd party service providers to exceed customer expectations and achieve cost control objectives. Responsible for the direct supervision of exempt and or non-exempt team members as assigned. This includes, but is not limited to, selection, training, performance evaluation and development, skill assessment, discipline and discharge, payroll reporting, overtime scheduling and all other misc. items that are involved in supervising this group. Responsible for ensuring that all customer expectations with regard to installation are met Ensure adequate and efficient staffing strategies for installation Encourage utilization and continuous improvement of order fulfillment processes, systems, and metrics Review financial statements on a regular basis to analyze trends and identify opportunities Considers strategic opportunities and shares information with staff in order to develop decision making ability and growth Respond to and/or delegate escalated customer inquiries Owner of performance on key metrics related to installation and service. Ensure that all team members have a high level of diagnostic proficiency in order to trouble-shoot and fix customer issues correctly the first time. Coordinates initial and on-going training for team members including new installation applications, product features, pricing and product applications. Continually searches for new ways to utilize technology in process improvement. Develop and manage processes to ensure a safe working environment. Responsible for creating synergy between installation and sales departments Responsible for the management of all warranty and goodwill work done Manages a fleet of company installation vehicles and their equipment Responsible for providing our field staff with the appropriate tools and resources Drive First Time Completion Rate for installations events Responsible to meet P & L objectives for the installation department Ensure installation capacity is managed to maintain appropriate lead times for customer expectations Manage the training and orientation of all installation team members Ensure best practice sharing between installation and service teams Manage sub-contractor installation program and files, to include: all appropriate insurance and licensing for sub-contractors Maintain job site audit process to ensure proper procedures are followed
Skills/Knowledge:
Qualifications
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education and/or Experience
KB-1 Dual Building Contractor License or Specialty Dual CR-7 Carpentry License required or ability to obtain
Bachelor’s degree (B.S./B.A.); five (5) to ten (10) years related experience and/or training; or equivalent combination of education and experience. Must be current in practices of employee supervision, process and policy development and implementation etc. Must be highly proficient in Microsoft Office (Word, Excel, Outlook, PowerPoint). Must have the ability to manage multiple tasks in an environment of constant interruptions and be able prioritize responsibilities.
Language and Communication Skills
Excellent verbal and written English language skills are required as well as good public relations, public speaking, instructional/teaching, and customer service skills. Ability to read, interpret, understand and explain documents such as company policies and benefits. Ability to effectively present information to others, gather information from others, and respond appropriately to questions from employees, managers, co-workers, agents, customers, and the general public. Must be able to listen, assess and diagnose hidden meanings, and empathize. Must be able to resolve conflict in the best interests of the business and our customers. Must display excellent phone and email etiquette, and the ability to communicate in a professional manner. Must be able to make eye contact and present appropriate persona for the situation when interacting with fellow employees or waiting on a customer/visitor in person on a regular and consistent basis.
Professional Skills
Must be a team player and exhibit a strong desire to learn and promote self-growth. Must be proactive, have a good attitude, be self-disciplined, and self-motivated. Must be a "take-charge" person with a demonstrated ability to follow projects through to completion. Attention to administrative detail is required. Must be articulate, able to give clear instructions, demonstrate organizational skills, and meet reasonable deadlines. Must be able to maintain strict confidence with regards to sensitive and protected personnel/confidential information. Must be able to gain trust, respect, and confidence of employees and managers. Must be able to hold firm when necessary, provide constructive feedback, and compromise when called for. Must present in a clean and neat physical appearance and strictly abide by company dress code serving as a role model for other employees, customers, and visitors.
Mathematical and Reasoning Skills
Must have ability to understand and communicate basic math associated with operational costs and/or revenue. Must have the ability to interpret financial reports and commonly used company performance reporting methods.
Must have ability to solve practical problems without close supervision. Must be able to determine appropriate resolution in dealing with employee concerns and questions and set appropriate boundaries. Must possess good thought processes, problem-solving skills, and investigative theory. Must be able to use sound judgment and make objective decisions in the company's best interest at all times. Must be able to demonstrate ability to synthesize people and events, problem-solve, and engage with individuals in effective conversation.
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. Reasonable accommodations may be made to enable individuals to perform the essential functions.
While performing the duties of this job, the employee is regularly required to sit and use hands to finger, handle, or feel, especially with use of the phone and computer. The employee frequently is required to reach with hands and arms and talk or hear especially in use of the telephone and meetings. The employee is occasionally required to stand, walk, stoop, kneel, crouch, or crawl. The employee may occasionally lift and or move up to 25 lbs. Specific vision abilities required by this job include close vision, and ability to adjust focus to read written company forms, correspondence, policies, brochures, state/local/federal employment law manuals, and other documents and reading materials as well as the computer.
Must be available to work outside a "normal" work week (overtime) as necessary, including evenings and weekends.
Work Environment
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals to perform the essential functions.
Primary work location will be the designated at the time of hire. The employee will be required to enter the company's warehouse located at same address or other locations on a regular basis. There may be occasions whereby work locations will include Trade shows or other showroom locations. There may also be occasions when the employee will be expected/able to perform duties at home such as reading professional and/or research materials, making and accepting phone calls, composition of forms, correspondence, reports, etc. on the computer. The noise level in the work environment is usually low to moderate in Administrative office and moderate in the warehouse.