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Regional Director Services
Lowe's
Mooresville, NC, United States
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Job Description
The primary purpose of this role is to support the fulfillment of installation and repair service programs for a specific geographic region. This includes responsibility for ensuring adequate service provider coverage (e.g., installers, repair service providers, etc.) to support business needs through effective management and leadership of the Field Service organization.
Responsibilities:
• Serves as a liaison between third-party product and service vendors, corporate staff, region peers, market staff, and sales
teams (e.g., stores, in-home sales, digital, etc.)
• Leads the Field Service Manager ("FSM") team in conducting research on local market competitors to ensure competitive
service levels, price ranges, or time schedules that protect and grow market share as well as the Lowe’s brand
• Drives the go-forward business strategy with the FSMs and provides coaching and guidance to ensure alignment with Lowe's commitment
• Oversees FSMs to ensure third-party service provider base has the capacity to cover all the service offerings of Lowe’s
programs and a sufficient number of third party contractors to meet targeted service levels
•Directs FSMs to maintain defined service levels and standards by monitoring cost and quality metrics delivered by 3rd party service providers, tracking customer service scores, acquiring background checks for all third-party service
providers/contractors, and ensuring compliance with all licensing and permit regulations
• Maintains knowledge of industry standards, current labor trends, and local operating availability to understand contractor
pressures within specific trades
• Partners with National Director of Services (NDS), VP Store Operations (VPSO), and regional and corporate staff to assess, support, and provide regional expertise on company, regional, market, and store service program performance
• Obtains and holds licenses on Lowe's behalf as required
• Identifies developmental needs of team members and provides coaching and other developmental opportunities to
enhance knowledge or skills
Required Qualifications:
H.S. Diploma and 5 years’ experience in a related industry.
Knowledge of Warranties, Product Installation and Repair, and financial acumen.
Three or more years’ experience managing direct or indirect reports in a remote environment
Or
Bachelor's Degree and 3+ years’ experience in the installation, repair service, or home improvement industry.
Knowledge of Warranties and Financial acumen.
Three or more years’ experience managing direct or indirect reports in a remote environment
About Lowe’s
Lowe’s Companies, Inc. (NYSE: LOW) is a FORTUNE® 50 home improvement company serving more than 18 million customers a week in the United States, Canada and Mexico. With fiscal year 2017 sales of $68.6 billion, Lowe’s and its related businesses operate or service more than 2,240 home improvement and hardware stores and employ over 310,000 people. Founded in 1946 and based in Mooresville, N.C., Lowe’s supports the communities it serves through programs that focus on K-12 public education and community improvement projects.
EEO Statement
Lowe’s is an equal opportunity employer and administers all personnel practices without regard to race, color, religion, sex, age, national origin, disability, sexual orientation, gender identity or expression, marital status, veteran status, genetics or any other category protected under applicable law.