Customer Relations Regional Field Manager

Engineered Floors, LLC; Dalton, Northern (GA, KY); Hybrid; USD 60,000 - 85,000; Full time

Job summary

Engineered Floors, LLC in Dalton, GA seeks a Customer Relations Field Manager to serve as the primary contact for day-to-day technical support for customers and internal teams. You will manage complaints, coordinate field inspections, and provide solutions while maintaining product knowledge and installation quality.

Role requires travel, strong communication, multitasking, and the ability to train others. HS diploma required; college preferred; licensing may be preferred in some geographies.

Qualifications

• HS diploma or equivalent required; college preferred.
• State contractor licensing preferred where required.
• Minimum 2 years in customer service, technical services, or QA.
• Strong written and verbal communication skills, multitasking ability.

Responsibilities

• Serve as primary contact for day-to-day technical support for customers.
• Manage complaints, potential claims, and provide resolutions.
• Coordinate field inspections, product knowledge and installation quality.
• Train new hires and provide ongoing field support to managers.
• Travel frequently; build relationships with partners and customers.

Skills

Customer service

Communication

Multi-tasking

Team player

Flexibility

Education

HS diploma or equivalent

College degree preferred

Contractor licensing preferred

Tools

Microsoft Office

Job description

• State of the art manufacturing technology, equipment and processes
• Leader in innovation in product design and development
• Management committed to success and our people
• Concentrated footprint in Whitfield & Gordon counties to support teamwork, community and work-life balance
• Committed to our communities in philanthropic and community support
• Competitive compensation and benefits packages
• Personalized, free and on-the-job health and wellness programs and services
• Opportunity to grow through an internal job bid and transfer process
• Employee-centric and modern communication system (EF Link)
• Hybrid, flex, and remote work schedules for certain jobs

I have been with Engineered Floors for 4 years now and it has been an amazing experience. I never dread coming to work — I truly enjoy my job and EF is like a family!

OD (4 years)

Engineered Floors has shown me that I am not just an employee but I am a part of a team where everyone plays an important role and matters. I have not only grown professionally at EF, but also personally!

Customer Relations Regional Field Manager

The CR Field Manager position(s) serves as the primary point of contact for day-to-day technical support. The support of which does include, however, is not limited to external customers, internal customers and our sales force. A CR Field Manager is assigned specific geography for support. This geography consists of several states, more than one RVP in most cases and multiple sales managers representing Engineered Floors Commercial Division. The position is responsible for effectively managing complaints, qualifying complaints that may become claims, creating possible resolutions, field inspections, quality assessments, installation quality assessments, maintenance training/evaluation, flooring product attribute’s knowledge and installation/project oversite involving qualifying orders, adhesive types, in-depth knowledge of all flooring products sold by EF and other specific technical product knowledge. This role must demonstrate strong leadership and decision-making skills.

• Management of qualifying orders (normally 2,500 SY or greater) + mock up requests.
• Complaint intake, entering the computer system, evaluation, possible inspection and best proposed resolution based upon several factors.
• Quickly and knowledgably respond to inquiries involving best options, proper applications, floor preparation, correct sealers + adhesives, job site conditions, schedules, dissimilar adhesives, etc.
• Training of new hires (RVP’s, sales managers, other dept associates).
• Field training/demos for proper installation techniques and best practices for maintenance of EF products.
• Ongoing management of the field managers claims + qualifying orders.
• Marketing Dept. support, photo shoots, onsite involvement.
• New style/product evaluation with designers and product development team, manufacturing team, product development and quality.
• Provide Director of CR with timely reporting.
• Foster and maintain good relationships with business partners such as Fuse Alliance and Starnet.
• Travel is required, often times on short notice. Overnight and weekend travel is common.
• For certain geographies, the Customer Relations Field Manager may be required to obtain/maintain a licensing as a contractor. Management will have discretion to assign this responsibility as business needs dictate.
• Within the CR Field Managers assigned areas (geography) of responsibility, become familiar with higher volume customers. These customers are most likely also Residential Division Customers.

Performance Expectations (if applicable):

• Work involves a combination of in office and travel. Must be physically able to travel, lift and occasionally perform technical/hands on tasks.
• Must be able to determine color and or shade differences

Experience/Education Requirements:

• HS diploma or equivalent is required. College is preferred
• State awarded contractor’s Licensing is preferred
• 2 years of customer service, technical services or quality assurance experience is required
• Basic Microsoft computer skills are required.
• Excellent written and verbal communication skills are required. These may involve communication with external customers, internal customers, flooring contractors, general contractors, sales, architects + designers
• Ability to multi-task
• Team player
• Must be highly flexible involving ever changing scenarios and duties

Other Requirements:

• Irregular and or extended work days are required occasionally. Travel is required.
• Perform other duties assigned by Director of Customer Relations.

“EEO is the Law” Applicants to and employees of this company are protected under Federal law from discrimination on several bases. Follow the “EEO is the law” link to find out more.

If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact Human Resources at 706.270.JOBS for assistance. You may also apply in person at 3510 Corporate Drive, Dalton, GA.