Installation manager [roofing/siding]

Job Description

Job Description

Department: Administration

Reports to: Operations Manager

Supports: Production Team and Office Manager and Sales Manager

Positions Under Direct Supervision: Project Managers, Installers, Subcontractors.

Company Mission Statement:

Our company is in business to improve the lives of our customers by providing the highest quality products and workmanship and creating the best possible experience for them. Our company is also in business to improve the lives of our employees by providing personal and financial growth opportunities for them and creating long-term growth, profitability and stability for our company.

Company Vision Statement:

We will strive to become a World Class Company by:

1. Consistently satisfying our customers.

2. Providing growth opportunities for our employees.

3. Encouraging employee leadership.

4. Rewarding employees for outstanding performance.

5. Being a leader in our industry.

6. Being consistently profitable.

7. Making the world a better place because our company exists.

Our Core Values

What we stand for…

-Do first rate quality work and stand behind it

-Treat others as you would want to be treated …do the right thing

-Communicate clearly

-Be fair and honest

-Seeking continual improvement

-Make a decent profit decently

Job Summary: Functional Responsibilities:

· Committed to a world class Customer Experience.

· Committed to 100% customer satisfaction.

· Committed to a WIN – WIN – WIN outcome.

· Committed to following proven processes and training that drive success.

· Safety Management

• o Toolbox talks with install team to promote a safety mindset.
• o Safety meetings for job sites.
• o Specific safety training classes
• o Immediately reports safety or injury incidents.

· Customer Experience Management

• o 100% responsible for the customer’s Experience and satisfaction.
• o Jobsite inspections to inspect what is expected from our installation teams.
• o Preconstruction meetings to ensure that the “Right” job will be installed.
• o Conflict resolution

· Contract Review Management

• o Production firewall
• § Reject any job without proper pricing, paperwork, scope or unrealistic expectations
• · Works with the sales manager to ensure issues don’t recur
• o Field measure firewall
• o Ensuring work orders can be followed WITHOUT interpretation, mind reading, continual reminding or babysitting.
• o Creates the material lists to be ordered.

· Scheduling Management

• o PLANS TODAY FOR THE FUTURE.
• o PROACTIVE AND NOT REACTIVE.
• o Put the right crew on the right job to ensure profitability and 100% customer satisfaction.

· Production Personnel, Subcontractor and equipment Management

• o Proactive Hiring, Training and development field personnel.
• o Develops and coordinates training program for field personnel
• o Ensures subcontractors have been trained in the proper installation and customer service standards of Lehigh Gap Exteriors and the manufacturer.
• o Ensure the Physical and Mental well being of those on your team. Life is hard and sometimes people need a coach to make them better both physically and mentally.
• o Ensure all equipment is good condition and ready for use. Plan for additional needs.

· Job Quality and Productivity

• o Responsible for the quality and productivity of the Production department.
• o Entering all work into CRM
• § All paperwork, drawings, quotes, orders, pictures, notes, meetings, calls etc….
• o Responsible for install efficiency.
• o Establishes and maintains production standards.
• o Assures that the attitude and appearance of the production personnel, vehicles and equipment are maintained at a high level.
• o Assures that the job site is maintained and cleaned up each day and upon completion.

· Job Profitability & Collections

• o AWO’s
• o Inventory management
• o Job Costing
• o Measures the crew’s performance against established quality and production standards
• o Assures that the Field Supervisor inspects the job and collects payment
• · P&L Management
• o Help create yearly installed revenue budgets and work to achieve them
• o Forecast labor and equipment needs before you need them so you can acquire them.
• o Manage job costs and overhead
• o Seek and find efficiencies to improve profitability

Qualifications:

• Provide World Class service to customers by providing the best communication, labor & materials
• General Knowledge of residential home construction.
• Resolving complaints before they start or immediately once noticed
• High school diploma or equivalent (associate or bachelor’s degree preferred).
• Previous customer service experience is a plus.
• Strong verbal and written communication skills.
• Ability to work well in a team environment.
• Excellent problem-solving and conflict resolution skills.
• Ability to multitask and manage time effectively.
• Passion for helping others learn, grow and succeed.
• Proficiency with Microsoft Office and CRM software (e.g., Salesforce, Zendesk) preferred.
• Positive attitude and a genuine desire to assist customers.

Work Environment:

• Office work, Driving, jobsites. Weekdays and weekends if needed.

Compensation:

• salary plus Bonus
• Paid Health, 401k with 4% safe harbor match.
• Bonus Plan:
  • DAP “Done and Paid”
  • Work installed Revenue against budget
  • Beat The Budget
  • Gross Profit %
  • FTT “First Time Through” rate
  • Customer Satisfaction

What a Good Job Looks Like:

· Committed to a world class Customer Experience.

· Committed to 100% customer satisfaction.

· Committed to a WIN – WIN – WIN outcome.

· Committed to following proven processes and training that drive success.

· Clean, Neat and Organized workspace [physical and digital].

· Keep bad jobs out of the system.

· Constant customer communication even if it seems like over communication.

· Keep projects within budget and complete on time.

· Meet production revenue goals.

· Zero defects in workmanship and materials on every job.

· Match the right crew for the right job every time.

· Ensure proper materials are ordered

· Production Firewall, Field Firewall & Field measurements done withing 72hrs of sale.

· Materials ordered within 7 days of sale.

· Install date communicated with customer within 10 days of sale.

· Ensure installers can understand scope of work WITHOUT ANY INTERPRETATION OR GUESSING.

· CRM is updated with all communications, meetings, notes, Paperwork, Drawings, orders, quotes and milestones as they are made or received.

· The installation team morale is up, customer focused and dressed accordingly.

· Trucks, equipment and warehouses are clean, neat, orderly and ready for work.

· Production is assisting in jobsite marketing on every job.

· 100% jobsite cleanliness and cleanup.

· 100% complete installer paperwork and deliverables.

· 100% CRM job completion when job is finished.

· Materials are returned the same day or on the next truck.

· Stock inventory is full for the next 2 weeks of upcoming jobs.

Key Performance Indicators {KPI’s}

· Responsible for the below KPI’s

• o Work installed Revenue against budget
• § This is the $ installed over a given period regardless of if they are paid
• o Gross Profit % [GP%]
• § This is the total profit remaining after materials, labor and commission are deducted.
• o First Time Through [FTT]
• § The number of jobs that were completed correctly and completely during a period is divided by the total number of jobs in that period.
• o Customer Satisfaction:
• § This will be measured by a customer survey. Scored 1-10

We are a family owned and operated company that has a Win-Win-Win Philosophy.
--Our Employees Win by having a great work environment of safety, fun, and a bright future.
--Our Customers Win by having the best products installed by the best installers who focus on quality and customer experience.
--Our Company Wins by having wonderful customers and employees that create a sustainable tomorrow.

Company Mission Statement:
Our company is in business to improve the lives of our customers by providing the highest quality products and workmanship and creating the best possible experience for them. Our company is also in business to improve the lives of our employees by providing personal and financial growth opportunities for them and creating long-term growth, profitability and stability for our company.

Company Vision Statement:
We will strive to become a World Class Company by:
1. Consistently satisfying our customers.
2. Providing growth opportunities for our employees.
3. Encouraging employee leadership.
4. Rewarding employees for outstanding performance.
5. Being a leader in our industry.
6. Being consistently profitable.
7. Making the world a better place because our company exists.

Our Core Values
What we stand for...
-Do first rate quality work and stand behind it
-Treat others as you would want to be treated ...do the right thing
-Communicate clearly
-Be fair and honest
-Seeking continual improvement
-Make a decent profit decently

Company Description

We are a family owned and operated company that has a Win-Win-Win Philosophy. \r\n--Our Employees Win by having a great work environment of safety, fun, and a bright future.\r\n--Our Customers Win by having the best products installed by the best installers who focus on quality and customer experience.\r\n--Our Company Wins by having wonderful customers and employees that create a sustainable tomorrow.\r\n\r\nCompany Mission Statement:\r\nOur company is in business to improve the lives of our customers by providing the highest quality products and workmanship and creating the best possible experience for them. Our company is also in business to improve the lives of our employees by providing personal and financial growth opportunities for them and creating long-term growth, profitability and stability for our company.\r\n\r\nCompany Vision Statement:\r\nWe will strive to become a World Class Company by:\r\n1. Consistently satisfying our customers.\r\n2. Providing growth opportunities for our employees.\r\n3. Encouraging employee leadership.\r\n4. Rewarding employees for outstanding performance.\r\n5. Being a leader in our industry.\r\n6. Being consistently profitable.\r\n7. Making the world a better place because our company exists.\r\n\r\nOur Core Values\r\nWhat we stand for...\r\n-Do first rate quality work and stand behind it\r\n-Treat others as you would want to be treated ...do the right thing\r\n -Communicate clearly\r\n-Be fair and honest\r\n -Seeking continual improvement\r\n-Make a decent profit decently