The Kitchen Superintendent is responsible for driving profitability through meeting or exceeding net installed revenue goals and providing a 5-Star Customer Experience through timely and accurate scope review, ordering and installation of purchased services. The Kitchen Superintendent will supervise installers and coordinate communication with customers and vendors. The Kitchen Superintendent acts in the capacity of our Kitchen Cabinet Refacing expert and coordinates and leverages the resources of multiple functional areas under his/her direction to achieve cycle time and customer satisfaction goals, including but not limited to accurate ordering, thorough project scope reviews, error-free installations, and timely warranty services. ESSENTIAL FUNCTIONS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.
- Works in the field performing Project Scope Reviews and obtaining measurements for new installations.
- Taking accurate measurements for new bathroom remodeling projects
- Creates training process and SOP for company standards for Kitchen Refacing scope reviews
- Submits accurate and timely orders for materials and develops process to train others to order materials
- Acts as a liaison between sales and the customer, ensuring we can install what was sold and taking accurate measurements to ensure error-free product and materials procurement.
- Reviewing job-related paperwork, personally and with the customer.
- Troubleshooting jobs with Sales and Dept Manager as needed to meet customer's expectations and ensure an error-free project.
- Providing excellent customer service during in-home visits.
- Taking clear project photos, uploading them to CompanyCam, and tagging them accurately.
- Attending sales and production management meetings, as necessary
- Act in the capacity of the Improveit In-house Cabinet Refacing Expert, providing timely and actionable direction to Production staff, Install Managers and other staff who may be involved in supporting 5-Star Customer Experience, as necessary.
- Recruit, lead, train and manage a team of high-performance Production staff, including Ordering Specialists, Project Managers, Service Technicians, and staff related to supporting post-sale through installation and warranty services processes for the new product line.
- Continuously elevate the Project Scope Review efficiency and accuracy to ensure the post-sale process begins on a solid foundation designed to support our promise of delivering a 5-Star Customer Experience.
- Hold installers accountable for delivering on IHR commitments to customers on installation services
- Lead the creation of the Kitchen Refacing training to teach, mentor and develop individuals to gain the necessary skills to work in a field force, installation, or production-related capacity.
- Establish, maintain, and monitor adherence to Improveit Construction Standards.
- Create and maintain all SOPs required for job preparedness and operational excellence in each functional area.
- Ensure jobs are reviewed and ordered on schedule and according to Operations SOPs.
- Manage the QC (Quality Control) process to inspect a variety of jobs and ensure the completion and submission of all QC related surveys and scores.
- Intervene when necessary to resolve disputes according to established Improveit policies and procedures and use established methodology for all customer interactions.
- Fully utilize technology, including I360 and other systems, to support optimal operational efficiencies, with an eye toward a 100% frictionless environment for staff and customers.
- Identify, evaluate, recommend, implement, and measure improvements that drive efficiencies out of the ordering, project scope review, and installation process and improve the customer experience.
- Coordinate closely with vendors to ensure availability of products to meet established installation deadlines.
- Other duties as assigned.
QUALIFICATIONS
- Leadership - Ability to influence others to perform their jobs effectively and to be responsible for making decisions.
- Goal Oriented - Ability to focus on granular, day-to-day goals and obtain a pre-determined result.
- Resource Management (People & Equipment) - Ability to obtain and appropriate the proper usage of equipment, facilities, materials, as well as personnel.
- Accuracy - Ability to perform work accurately and thoroughly.
- Organized - Possessing the trait of being organized to following a systematic method of performing a task.
- Problem Solving - Ability to find a solution for or to deal proactively with work-related problems.
- Analytical Skills - Ability to use critical thinking and reasoning to solve problems.
- Management Skills - Ability to organize and direct oneself.
- Professionalism - Conduct and appearance is professional and to company standards and policies
- Communication - Ability to use effective verbal and written communication skills.
- Conflict Resolution - Ability to effectively deal with others (employees, customers, co-workers, vendors, etc.) in difficult and sometimes antagonistic situations.
- Accountability - Ability to accept responsibility and account for his/her actions and decisions.
SKILLS & ABILITIES
- Education/Experience:
- Bachelors' Degree in Construction Management or similar field
- Minimum of 5 years of management or operations experience within a high-volume remodeling, replacement window, residential construction, replacement contracting or similar organization.
- Multi-Location Management Expertise - Experience managing multiple offices/locations, required.
- Customer Resolution Skills: Ability to effectively de-escalate customer dissatisfaction and develop solutions to amicably find a mutually agreeable resolution.
- Problem-Solving Skills: Ability to solve complex problems in a high-stress and high-pressure environment.
- Computer Skills: Proficiency with Microsoft Office (Word, Excel, Outlook), SmartPhones, Tablets/iPads, and computer programs such as Salesforce, required.
- Licenses and Certifications: EPA RRP Certified (Preferred); or a minimum of EPA RRP Training completed.
WORK ENVIRONMENT: This position primarily works in an office environment, with field and warehouse time needed occasionally to often, depending upon the business needs.