Regional Service Manager

About the role

The Regional Service Manager oversees service and installation technicians in a designated territory to resolve service issues and prevent escalated service tickets. They drive positive results through improved scheduling, customer dispute resolution, and overall improved service quality and quantity. They develop new/improved processes as needed, collect and report quality assurance data, mentor and lead installation and service teams, embody the role of a people developer, work closely with the escalated service team to resolve tickets as quickly and efficiently as possible, and perform other duties as assigned by supervisor.

Responsibilities

• Drive positive results through improved scheduling, customer dispute resolution, and overall improved service quality and quantity.
• Develop new/improved processes as needed.
• Collect and report quality assurance data i.e., daily service reports, etc.
• Mentor and lead installation and service teams, embodying the role of a people developer.
• Work closely with the escalated service team to resolve tickets as quickly and efficiently as possible.
• Perform other duties as assigned by supervisor.

Requirements

• Bachelor's degree preferred, or equivalent combination of education, training, and experience.
• 3+ years of in-field service experience with a focus on post-installation service resolution.
• Excellent customer service skills.
• Ability to juggle various work activities and shift their attention from one task to another to meet the demands of different stakeholders without “dropping the ball.”
• Ability to thrive in a fast-paced, high-energy, team-oriented environment and have a “roll up your sleeves” and “win every day” mentality.
• Hold oneself accountable and responsible while being self-driven in accomplishing goals.
• Detail-oriented and can focus on the task at hand by finding the most efficient and effective pathway to completion.
• Excellent verbal and written communication skills at all levels to communicate with internal and external stakeholders articulately.
• Ability to logically connect ideas, scrutinize and evaluate arguments, find inconsistencies and errors in work, solve complex problems, and engage in reflection.
• Able to provide timely and empathetic service through all communication channels keeping peer and customer needs first.
• Must hold a valid driver’s license.
• Must have reliable transportation to/from job site to perform job duties.
• Must be comfortable ascending and descending ladders of varying heights to perform services.
• Proficiency using Microsoft Office Suite (Outlook, Word, Excel, PowerPoint, Project, and/or Access).
• Must be legally authorized to work in the country of employment without sponsorship for employment visa status (e.g., H1B status).

Qualifications

Experience leading teams and managing a diverse group of roles and responsibilities. Experience working in the home improvement industry.

Skills

• Experience leading teams and managing a diverse group of roles and responsibilities.
• Experience working in the home improvement industry.

Benefits

Benefits Powered by people, Leaf Home's innovative products and services are delivered with convenience, trust, and quality via 200+ regional sales and installation offices along with comprehensive field support offices in New York and Hudson, Ohio. We believe we win together. Leaf Home has been consistently named one of the fastest-growing private companies by Inc 5000 and recognized as a top employer nationally. The benefits of working at Leaf Home are wide-ranging and include: Industry-best compensation packages | Competitive health, dental, and vision insurance | 401k with company match | Paid Time Off including paid parental leave | Individualized career development programs | On-demand lunch program | Childcare assistance | Free gym membership | Employee assistance programs, including legal, financial planning, and counseling | Employee discount marketplace | Employee Resource Groups such as VetConnect, DEI Committee, Women’s Committee.

Pay

Salary range: $60,000 - $80,000 annually.

Schedule

Position requires 25%-50% domestic travel and additional hours may be required (exempt positions).