Customer Relations Regional Field Manager

About the Role

The CR Field Manager serves as the primary point of contact for day-to-day technical support for external customers, internal customers, and the sales force. This role is assigned a specific geographic territory, often spanning several states and involving multiple Regional Vice Presidents (RVPs) and sales managers within Engineered Floors' Commercial Division.

Responsibilities

• Manage qualifying orders (typically 2,500 square yards or greater) and mock-up requests.
• Handle complaint intake, system entry, evaluation, potential inspections, and propose resolutions based on multiple factors.
• Respond to inquiries regarding best options, proper applications, floor preparation, sealers, adhesives, job site conditions, schedules, and dissimilar adhesives.
• Train new hires, including RVPs, sales managers, and other department associates.
• Conduct field training and demonstrations for proper installation techniques and maintenance best practices for Engineered Floors products.
• Oversee field managers' claims and qualifying orders.
• Support the Marketing Department with photo shoots and onsite involvement.
• Evaluate new styles/products with designers, product development, manufacturing, and quality teams.
• Provide timely reporting to the Director of Customer Relations.
• Foster and maintain relationships with business partners such as Fuse Alliance and Starnet.
• Travel frequently, often on short notice, including overnight and weekend trips.
• For certain geographies, obtain and maintain a contractor’s license as required by business needs.
• Become familiar with higher-volume customers within the assigned territory, including those shared with the Residential Division.
• Perform other duties as assigned by the Director of Customer Relations.

Requirements

• High school diploma or equivalent (college preferred).
• State-awarded contractor’s license is preferred.
• Minimum of 2 years of experience in customer service, technical services, or quality assurance.
• Basic Microsoft computer skills.
• Excellent written and verbal communication skills for interacting with external/internal customers, contractors, sales teams, architects, and designers.
• Ability to multi-task and solve problems effectively.
• Team-oriented and highly flexible in dynamic scenarios.
• Physically able to travel, lift, and occasionally perform hands-on technical tasks.
• Ability to discern color and shade differences.

Schedule

• Combination of in-office work and travel.
• Irregular or extended workdays may be required occasionally.
• Frequent travel, often on short notice, including overnight and weekend trips.