Primary Objective:

Responsible for supporting the sales and install teams as part of a 5-star customer experience:

• Team and Customer Safety #1
• Timely and accurate support of sales/install/service teams
• Timely response and follow up to leads
• Productivity planning
• Manage/track inventory and related spending
• Lead team members to meet/exceed regional Rocks and consistent with Lifeway Core Values

Essential functions:

Leadership:

• Supervises local/regional Field Technicians and Install and Service Coordinators.
• Supports team members with day-to-day problem-solving and troubleshooting.
• Fosters a continuous improvement culture. Tracks all key performance indicators. Uses processes and systems to improve department performance.
• Screen, Hire, Train and develop team members.
• Plans, coordinates, and delivers training for new team members and ongoing training for all assigned team members.
• Responds to team member questions and concerns, such as job dissatisfaction, conflicts with co-workers, requests for leave, etc.
• Manages team member performance, including annual performance reviews, ongoing coaching and counseling, and formal and informal rewards and recognition.
• Assists in setting operational Rocks (Priorities) aligned with Regional Rocks, monitors and analyzes operational performance against Rocks, communicates progress to team members, and leads planning to continuously improve department performance.

Customer Service and Service:

• Works with Install and Service Coordinator (ISC) to coordinate work schedules and assignments, including priorities and target dates, triage and dispatch.
• Work with ISC to input service call requests, receive payments up front, communicate with service tech. Oversee Service call billing if applicable i.e. parts, labor, inventory utilized
• Work with ISC and sales to ensure timely estimates are generated and sent to customers

Order Purchasing, Processing & Tracking:

• Use ViaNovo tools and dash boards each day and ensure that we have the equipment, parts and materials on hand for each job as scheduled.
• Identify and track costs associated with jobs, including equipment purchases, freight, permits, materials, sub-contractor costs and any other expenditures related directly to each job
• Manage vendor relationships, including: issuing PO’s, ordering equipment/parts; verifying receipt of equipment and materials in conformity with our PO or non-PO orders and verifying that our vendors’ invoices reflect the correct pricing and addressing any discrepancies as they occur.
• Track inventory movements daily and maintain an up to date inventory, including stock items, items assigned to jobs, non-stock items/parts and rental assets. Maintain an organized and tidy warehouse.

• Billing & Cash Collection

• Track and manage Accounts Receivable. Call on past due accounts, keep GM informed

Operations/Other:

• Secure required permits in advance of starting all new jobs as required by code/ordinance.
• Update pricing from vendors (parts, lifts misc) to ensure accurate purchase costs.
• Vehicles: manage fleet repairs, Records, PM and cleanliness.
• Ensures compliance with applicable laws and regulations and company policies.
• Building, warehouse and asset management; to include coordinate receiving, staging, organization of product, inventory management, approving supplier invoices as needed, assigning product to job cost summaries.
• Maintains current knowledge of industry regulations and best practices.
• Other actions as required by the business

Required Education, Experience, and Skills:

• Must possess team leadership, customer service, organizational, computer, process/procedure and goal setting skills.
• Preferred experience: supervisory, construction management, customer home sales/operations and or healthcare product industry related experience and/or operations/project management.
• Strong interpersonal skills and ability to effectively communicate with teams across the entire organization
• Excellent leadership and decision-making skills
• Excellent oral and written communication skills, presentation skills, and project management skills.
• Proficiency in Microsoft Word, Excel, Outlook, and PowerPoint
• Must be able to drive a forklift

Physical Requirements and Working Conditions:

• Working conditions are normal for an office environment. Must be able to operate computer for most of workday with appropriate rest periods.
• This position may also require heavy lifting, pushing, and or pulling of equipment and materials
• Able to travel to all company locations as needed.