ACS→
Sr. Installation Manager at ACS in Leetsdale, PA
Job Description
Description
Welcome to ACS, a family-run flooring installation company with over 30 years of commitment to excellence, grounded in the principles of Saying Yes, Owning It, Doing What You Say, and Caring deeply.
We're more than a business; we're a vibrant community based in Passaic, NJ, driven by integrity, accountability, and a passion for creating positive change. Our dedication has been recognized with The Home Depot's Service Provider of the Year award in 2019, 2020, and 2021.
Join us as we continue to build stronger foundations and communities, one installation at a time.
The primary role of the Senior Installation Manager is to directly lead and oversee Installation Managers and Project Coordinators to effectively and efficiently manage the activities of installation teams; from dispatch through job close-out. A Senior Install Manager will be the first line of defense for any Ops Director escalations while adhering to our “Say Yes” values and maintaining financial objectives.
Essential Functions
(What you would be in charge of)
Customer Service Escalation & Resolution
- Review issues, contact consumers as needed, notate the order and next action to take/date of follow -up or resolution. Ensure items are resolved timely.
- Work closely with Resolution Department on cause and cure of consumer and THD escalations.
VOC Accountability
- Confers with managerial and technical personnel, other departments, and service providers to resolve problems, coordinate activities, and ensure customer satisfaction.
- Coaches installation teams with poor attitude, actions, or quality with an action plan for immediate improvement.
Capacity: Manage & Recruit
- Works with Installation Managers and Routing operation to maximize capacity and ensure efficiency. Identifies potential problems and develop realistic action plans for customer service representatives as it relates to scheduling.
Cycle Time / Waivers
- Collects waivers from technicians daily, reviews for job completion and/or changes.
- Focuses on increasing capacity through recruitment of new installation teams to decrease cycle time
Chargebacks / Markdowns
- Ensures in-house installers, service personnel and inspectors’ gross margin objectives are achieved to satisfy monthly, quarterly and annual territory financial performance.
- Works within approved budget for markdowns and reduces ACS liability in chargebacks, develops and implements cost saving measures, contributes to profits and revenue, conserves organizational resources.
Training & Development for Staff?
- Promote a cooperative winning team attitude among installation managers/ expeditors. Recognize strengths and weakness in Installation Managers/ Project Coordinators so that they are properly utilized.
- Recognize and intervene in any abrasive situations with installers, stores, customers, peers.
THD relationship: Connectivity & Sales
- Maintain a working knowledge of THD platforms: HDConnect and I2G
- Create and reinforce relationships with store personnel and territory managers
- May be required to be on call after hours or work additional hours on an “as needed” basis.
Requirements
(What we need you to rock in)
- You understand and know what it means when people say “Teamwork makes the dream work”.
- You work well with executive management and know when to ask for help
- You excel in providing great customer service and want your team to do the same
Benefits
- Medical, Dental, Vision
- Vacation (Planned Time Off)
- Sick/Personal (Unplanned Time Off)
- Flexible Spending Accounts
- Health Savings Account (HSA)
- Commuter Accounts
- 401k with Employer match
- Voluntary Short Term Disability
- Company Paid Life Insurance and ADD
- Employee Assistance Program (EAP)