Installation Quality Manager

About PF&TCO

Preferred Floor & Tile CO. (PF&TCO) is the fastest growing flooring company in the world. Headquartered in Charlotte, North Carolina with regional offices in Atlanta, Georgia, Florida, Nashville, and Minnesota, we are expanding into more markets. PF&TCO offers turnkey flooring solutions, specializing in National and Regional Home Builders, Single Family Rental (SFR), and Multi-Family Property Management. A family-owned business, we prioritize building and maintaining quality relationships with our clients. We seek dedicated, hard-working, self-motivated, resourceful, and dependable candidates to deliver unique flooring solutions that keep our customers saying, “Wow, Preferred is amazing!” We offer competitive compensation with endless opportunities for growth within the company.

About the Role

The Supervisor, Installations & Estimating (Installation Quality Manager) assists in the development and growth of our installations department through proactive management of flooring and tile projects. This position oversees all ongoing jobs, open cases, pre-walks, and post-walks. You will identify areas of improvement within the installations department and collaborate with other departments to develop and implement internal processes that enhance quality and end-product delivery. This role involves working with our installer base to create real-life career paths and requires problem-solving skills with installation knowledge in carpet, LVP, hardwood, and tile (floor and walls). Builder experience and leadership skills in relationship-building are essential.

Responsibilities

• Perform scheduled pre-walks to assess tile, hardwood, and carpet projects compared to as quoted, including confirming design layout, materials needed, and job readiness. Review labor rates and instructions, adjusting based on confirmed information during pre-construction. Communicate changes via a pre-walk case to correct quotes, work orders, pick tickets, and other job-related documents.
• Manage all ongoing jobs daily, providing direction to installers. Review work orders, drawings, and internal systems to gather facts and problem-solve professionally and skillfully.
• Coordinate all aspects of jobs, including additional materials and labor needed, opening cases, securing change orders, addressing material shortages or errors, and layout changes.
• Manage all cases with urgency, demonstrating strong conflict management, interpersonal skills, and a servant-leadership attitude.
• Develop and nurture relationships to instill confidence in our company’s ability to manage projects of all sizes.
• Work with the scheduling department on job adjustments, rescheduling, and forecasting installer schedules.
• Attract and onboard new installers with a growth and development strategy.
• Manage work orders within payroll deadlines and resolve payroll or reimbursement disputes with the accounting department.
• Address and escalate personnel conflicts involving installers, field supervisors, or customers.
• Manage all internal CRM communications, including emails, texts, voicemails, and phone calls, in a timely manner.

Requirements

• High school diploma or GED; one to two years of related experience and/or training, or an equivalent combination of education and experience. Customer service management experience is required.
• Ability to read, comprehend, and write simple instructions, correspondence, and documents. Strong proofreading skills.
• Proficiency in basic algebraic and geometric calculations, including addition, subtraction, multiplication, and division.
• Ability to apply common sense to carry out detailed written or oral instructions and solve problems involving concrete variables.
• Experience using multiple software programs, computers, iPhones, tablets, and peripheral equipment. Knowledge of databases, spreadsheets, and email.
• Strong oral and written communication skills in English.
• Valid driver’s license with personal car insurance; must meet criteria to drive on company business.
• Ability to lift and carry a minimum of 50 lbs and perform frequent kneeling, pushing, and pulling.
• Ability to view documents, drawings, and read handwritten notes.

Physical Demands

The physical demands described here are representative of those required to perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform these functions.

• Regularly required to sit, reach with hands and arms, see, talk, and hear.
• May need to see details of objects at close range (less than a few feet away).
• Work may involve driving in various weather conditions for off-site meetings with clients, vendors, or prospective clients.
• Specific vision abilities include close vision, distance vision, peripheral vision, and the ability to adjust focus.

Work Environment

The work environment characteristics described here are representative of those encountered while performing the essential functions of this job.

• May work indoors and outdoors with exposure to excessive continuous noise, uneven walking surfaces, climbing stairs, or chemical odors.