Head of Client Support Services

US LBM is one of the leading and fastest growing distributors of specialty building materials in the United States, with a team of over 13,000 employees located throughout the country. US LBM is a progressive organization that promotes a unique culture that focuses on the value of its customers and associates. Developing our people is critical to our strategy and fostering our culture of empowerment.

The Installation Service Supervisor is responsible for providing leadership and direction for the delivery of services by the Install & Service technicians as well as managing, planning, and directing the overall service-related issues and concerns related to the builder accounts and customer service.

Implement procedures and processes to set highest standard for service excellence and operational efficiency for the department.

Serve accounts by analyzing work orders, planning daily travel schedule, gathering components and parts, completing installation, and performing acceptance tests.

Investigate complaints, conduct tests and resolve problems, and suggest improved methods and techniques.

Visit work sites and inspect installation work for conformance to specifications and safety standards.

Keep equipment operating by following operating instructions, troubleshoot breakdowns, maintain supplies, perform preventive maintenance, and call for repairs.

Maintain customer confidence by keeping service information confidential.

Support Installation and Service technicians with important customer related decisions.

Resolve customer complaints and answer questions regarding services and procedures.

Prepare, maintain, and submit reports and records to Service Manager regularly.

Make recommendations to management concerning staff and improvement of procedures.

Recommend solutions to team regarding customers, material procurement, etc.

Interpret and communicate work procedures and company policies to Installation and Service team.

Establish plan to meet with management team routinely to increase the scope of new business potential and review monthly performance scorecards.

Attend necessary training to maintain a current and thorough understanding of local building codes, product applications and other related areas.

Responsible for supervising a team of 8+ associates (direct and indirect reports), with responsibility for budgeting, goal setting, and performance management, including providing feedback and input on hiring and terminations.

Comply with all policies and standards.

High School Diploma or GED required.

Equivalent work experience may be considered in lieu of educational prerequisites.

4-6 years of experience in building materials installation specifically within installation and service operation required.

4-6 years of experience supervising an installation/service team required.

Hands‑on experience installing the Company’s products or services to properly oversee installation service technicians' responsibilities required.

Hands‑on experience in building supply, construction or distribution industry with ability to read material take‑offs, estimates, blueprints and other such documents required.

Knowledge of business management operations and personnel management.

Strong problem solving, critical thinking, and creativity skills along with the ability to exercise sound judgment by making decisions based on accurate and timely analyses within an inside sales support environment.

Computer competency and good customer relations skills.

Understand products and services provided, manage builder material needs to local distribution ability, credit process.

Understand applicable building codes.

We do not discriminate on the basis of race, color, religion, creed, national origin or ancestry, sex, age, physical or mental disability, veteran or military status, genetic information, sexual orientation, gender identity, marital status, military status, order of protection status, or any other legally recognized protected basis under federal, state, or local law.

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