Senior Market Lead, Existing Market in Roanoke, Virginia at Sydnic LLC

PAY BAND: Salary $40,000–$55,000/year + Commission Rate: 13%–16.75%

GENERAL PURPOSE:

The Senior Market Lead is responsible for managing and growing an existing market by overseeing daily operations, leading the local team, and actively working in the field. This salaried leadership role begins each day at the office to manage scheduling, team coordination, and administrative needs before transitioning into the field to handle Door Estimates and overflow Service Calls.

This position directly supervises sales and service technicians, installers, and door sales representatives. It reinforces sales and service training, develops new business, and maintains direct communication with a Senior General Manager to track performance. The focus is both strategic and operational, with responsibility for accelerating market growth and developing team members.

ESSENTIAL FUNCTIONS:

• Open and manage the local office each morning to prepare the team and daily schedule, optimizing technician and installer scheduling daily for efficiency and profitability
• Acts as primary point of contact for all residential customers; develops leads for residential work through networking events, home shows, and other lead sources and local outreach opportunities to develop business leads
• Manages and resolves customer complaints involving any type of issue as well as manages technician policy or behavioral misconduct; obtains sales and service technician’s account of the appointment for each incident. Files technician issues in Paycor with disciplinary action taken
• Responsible for all staffing decisions for the local market; follows company policies for interviewing, hiring, and training; handles hiring and termination of staff as needed
• Reviews teams' performance (Door Salesman, Installers, and Technician’s); addresses performance related issues as needed; rides along and/or meets with service technicians while they are on job sites to review their performance; assists service technicians with work assignments providing technical and/or sales training or advice on a daily basis, building a culture of accountability, responsiveness, and high-quality workmanship
• Lead the team (technicians, installers, and door salesmen) by creating a culture of high-level responsiveness and high integrity, high quality work
• Perform Door Estimate appointments and run overflow Service Calls as needed throughout the day
• Reviews and adheres to all safety rules with staff on a weekly basis; maintains company vehicles in good condition; ensures necessary repairs are made so the vehicle is being safely operated
• Analyze and manage Key Performance Indicators (KPIs); Recap KPI metrics at the weekly team meeting; review standout performers and address areas of need or concern. Train technicians on sales process taught at our sales training courses
• Oversee ordering/receiving of all doors and inventory for their location; use processes and resources to assure inventory is managed in a way that aligns with company standards; teach and follow door sales process from the sale all the way until the door is installed
• Review open invoices & sales orders on a daily basis as a checks and balance process to make sure deadlines are being met

• Review Follow Ups and Lead Management on a daily basis; work with office personnel to make sure processes and procedures for each function are being followed
• Support the administrative team in process adherence and financial operations, reviewing any Aging Accounts Receivables with the office staff to assure that any lingering issues for the local market are being addressed in a timely manner
• Serves as part of the senior management team in the operation of the company and weekly reporting to the Senior GM
• Make sure checks and cash are deposited in a timely manner to support business operations

MINIMUM QUALIFICATIONS:

• High school diploma/Some college recommended; supplemented by five or more years’ proven sales experience estimating, bidding, and closing deals directly with customers, preferably in the garage door industry; must have two or more years supervisory experience; or an equivalent combination of education, certification, training, and/or experience.
• Must have and maintain a valid driver’s license and excellent driving record.

**REQUIRED SALES QUALIFICATIONS: **:

• Must have an Opportunity Average over $1,000.
• Must have an Average Door Sale over $3,800.

KNOWLEDGE, SKILLS, AND ABILITIES:

• Knowledge of principles/methods for showing, promoting, and selling products or services to include marketing strategy, product demonstration, sales techniques, and sales control systems
• Knowledge of scheduling, delegation, problem resolution, and supervisory techniques
• Knowledge of basic accounting and finance as it relates to sales
• Knowledge of federal, state, and local safety regulations and requirements
• Skill in using Microsoft Office products (Word, Outlook, and Excel)
• Skill in using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems

• Skill in using appropriate training/instructional methods and procedures when learning or teaching new things
• Skill in using mathematics to solve problems
• Skill in the analysis and reporting of sales data
• Ability to think analytically and assist in producing business goals and objectives required in the annual business planning process
• Ability to provide direction to staff in a clear and objective manner
• Ability to provide excellent customer service by assessing customer needs, meeting quality standards for services, and evaluating customer satisfaction
• Ability to give full attention to what other people are saying, take time to understand the points being made, ask questions as appropriate, and not interrupt at inappropriate times
• Ability to establish and maintain effective and cooperative working relationships with those contacted in the course of work
• Ability to use logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems
• Ability to cooperate and solve problems in a team environment
• Ability to follow complex instructions and communicate effectively orally and in writing
• Ability to organize work for timely completion
• Ability to plan, organize, and execute the daily activities required to manage the sales activities of the company

CORE COMPETENCIES:

• Customer-focused and Customer Service Orientation - Works with clients and customers to assess their needs, provides information or assistance, resolves their problems or satisfies their expectations; knows about available products and services; is committed to providing quality products and services; honors all of the franchise’s commitments to customers by providing helpful, courteous, accessible, responsive, and knowledgeable customer service.
• Effective Communications - Practices meaningful two-way communication by speaking clearly, paying close attention and seeking to understand others, listening attentively and clarifying information and attending to nonverbal cues and responding appropriately; influences others by persuasively presenting thoughts and ideas; gains commitment and ensures support for proposed ideas.
• Interpersonal Skills - Shows understanding, friendliness, courtesy, tact, empathy, concern, and politeness to others; develops and maintains effective relationships with others; may include effectively dealing with individuals who are difficult, hostile, or distressed; relates well to people from varied backgrounds and different situations; is sensitive to cultural diversity, race, gender, disabilities, and other individual differences.
• Job Mastery and Continuous Learning - Takes steps to develop and maintain knowledge, skills, and expertise necessary to achieve positive results; participates fully in relevant training programs and actively pursues other opportunities to develop knowledge and skills.
• Service Focus and Teamwork – Values and delivers high quality, professional, responsive and innovative service while cooperating with others to accomplish common goals; works with others within and across the company achieve shared goals; treats others with dignity and respect and maintains a friendly demeanor; values the contributions of others.

TARGETS AND PERFORMANCE:

Key Performance Indicators (KPI’s) will be based on the following:

• Drive overall Sales Revenue Growth based on business planning session targets.
• Contribute to overall Net Operating Profit objectives.
• Achieve and maintain target KPI Call Averages.
• Maintain zero work-related safety incidents.
• Maintain zero company vehicle accidents.
• Staff and retain a team with an annual turnover below 15%.
• Actively develop and promote team members through the company’s Advancement Plan.
• Increase customer reviews in the market by 25% by year-end.

PHYSICAL REQUIREMENTS:

Depending on the functional area of assignment, tasks involve the periodic performance of moderately physically demanding work, usually involving lifting, carrying, pushing and/or pulling of moderately heavy objects and materials (up to 50 pounds). Tasks that require moving objects of significant weight require the assistance of another person and/or use of proper techniques and moving equipment. Tasks may involve climbing, stooping, kneeling, crouching, or crawling.

ENVIRONMENTAL REQUIREMENTS:

Tasks are regularly performed inside and/or outside with potential for exposure to adverse conditions, such as dirt, dust, pollen, odors, fumes and/or poor ventilation, wetness, humidity, rain, temperature, and noise extremes, machinery and/or moving vehicles, vibrations, electric currents, animals/wildlife, toxic/poisonous agents, gases or chemicals, oils and other cutting fluids, violence and/or disease, or pathogenic substances.

SENSORY REQUIREMENTS:

Some tasks require manual dexterity, in addition to visual and hearing acuity. Tasks require oral communications ability.