Customer Relations Regional Field Manager

Job Summary:

The CR Field Manager position(s) serves as the primary point of contact for day-to-day technical support. The support of which does include, however, is not limited to external customers, internal customers and our sales force. A CR Field Manager is assigned specific geography for support. This geography consists of several states, more than one RVP in most cases and multiple sales managers representing Engineered Floors Commercial Division. The position is responsible for effectively managing complaints, qualifying complaints that may become claims, creating possible resolutions, field inspections, quality assessments, installation quality assessments, maintenance training/evaluation, flooring product attribute’s knowledge and installation/project oversite involving qualifying orders, adhesive types, in-depth knowledge of all flooring products sold by EF and other specific technical product knowledge. This role must demonstrate strong leadership and decision-making skills.

Essential Duties & Responsibilities:

• Management of qualifying orders (normally 2,500 SY or greater) + mock up requests.
• Complaint intake, entering the computer system, evaluation, possible inspection and best proposed resolution based upon several factors.
• Quickly and knowledgably respond to inquiries involving best options, proper applications, floor preparation, correct sealers + adhesives, job site conditions, schedules, dissimilar adhesives, etc.
• Training of new hires (RVP’s, sales managers, other dept associates).
• Field training/demos for proper installation techniques and best practices for maintenance of EF products.
• Ongoing management of the field managers claims + qualifying orders.
• Marketing Dept. support, photo shoots, onsite involvement.
• New style/product evaluation with designers and product development team, manufacturing team, product development and quality.
• Provide Director of CR with timely reporting.
• Foster and maintain good relationships with business partners such as Fuse Alliance and Starnet.
• Travel is required, often times on short notice. Overnight and weekend travel is common.
• For certain geographies, the Customer Relations Field Manager may be required to obtain/maintain a licensing as a contractor. Management will have discretion to assign this responsibility as business needs dictate.
• Within the CR Field Managers assigned areas (geography) of responsibility, become familiar with higher volume customers. These customers are most likely also Residential Division Customers.

Performance Expectations (if applicable):

• Work involves a combination of in office and travel. Must be physically able to travel, lift and occasionally perform technical/hands on tasks.
• Must be able to determine color and or shade differences

Experience/Education Requirements:

• HS diploma or equivalent is required. College is preferred
• State awarded contractor’s Licensing is preferred
• 2 years of customer service, technical services or quality assurance experience is required
• Basic Microsoft computer skills are required.
• Excellent written and verbal communication skills are required. These may involve communication with external customers, internal customers, flooring contractors, general contractors, sales, architects + designers
• Ability to multi-task
• Problem solving skills
• Team player
• Must be highly flexible involving ever changing scenarios and duties

Other Requirements:

• Irregular and or extended work days are required occasionally. Travel is required.
• Perform other duties assigned by Director of Customer Relations.