Lead Hand Installer (Office Furniture)

Lead Hand

Department:             Logistics

Reports To:             Delivery & Installation Manager

Job Summary:

This position is responsible for delivering the ultimate customer experience. The Lead Hand provides day-to-day leadership and coaching of crew members and participates in installations to ensure projects proceed according to plan. This role directs large teams of installers for on-site installations, ensuring timely completion, high quality of service, and cost-effective management of labor and installation resources. Acting as McCrum’s representative to the client on-site, the Lead Hand also serves as a liaison to internal staff on the project. The role functions as a crew leader, working under the direction of, and occasionally representing, the project manager.

Applicants must currently live within the greater Calgary area for consideration.

Leadership Responsibilities:

·         Serve as the site representative to clients, taking accountability for project issues, quality, and customer experience; collaborate with sales, order management, and project management (PM) to address issues.

·         Collect project assignment details, assemble the crew as assigned by dispatch, and ensure tools and products are properly loaded on trucks.

·         Develop and communicate daily work plans to the crew, including task assignments, breaks, and lunch periods.

·         Monitor installation progress, participate in installation tasks, resolve issues, and escalate to management if necessary.

·         Maintain positive customer relations by meeting with on-site representatives, explaining work plans, addressing concerns, and providing updates on challenges.

·         Conduct final walk-throughs with customers and document deficiencies per required processes.

·         Complete all paperwork related to work orders, crew hours, deficiency reports, and action reports, and promptly submit to the office.

·         Communicate job progress, issues, client requests, and concerns to the project team, including sales, order management, and PM, on a daily basis.

·         Provide supervision to employees in consultation with the Delivery & Installation Manager or Operations Manager.

Delivery & Installation

·         Collaborate with installers to ensure high-quality installations, following manufacturer specifications and blueprints, and assist with loading/unloading and site cleanup.

·         Perform minor on-site repairs (e.g., locks, refabrications, etc.).

·         Maintain complete administrative records for installation projects, including time sheets, receiving documentation, change orders, product returns, and more.

·         Communicate and document project status, issues, and punch-lists with dispatch, sales personnel, sales support, and project management.

Driving

·         Perform thorough pre- and post-trip inspections, reporting any vehicle deficiencies.

·         Ensure loads are balanced, padded, and securely strapped.

·         Drive assigned vehicles safely and courteously, adhering to all applicable laws and McCrum’s policies.

Health & Safety

·         Follow all applicable Health & Safety policies.

·         Keep work areas tidy and free of debris.

·         Monitor proper tool usage, safe lifting practices, and avoid horseplay.

·         Provide guidance and required forms in the event of workplace injuries.

Requirements:

·         Minimum of 5 years of experience in systems furniture installations, with at least 3 years leading small installation teams.

·         Thorough knowledge of installation processes for various office furniture products and manufacturers.

·         Excellent verbal and written communication skills to influence and motivate crew members, salespeople, and customers, while maintaining accuracy in paperwork.

·         Strong teamwork and interpersonal skills with the ability to train and assist colleagues in new processes.

·         Commitment to maintaining accuracy, attention to detail, and meeting deadlines.

·         Ability to remain professional while addressing complex issues to maintain customer confidence.

·         Capability to assess situations and involve sales or operations management as needed to address customer needs.

·         Problem-solving skills with the ability to work with non-standardized variables.

·         Ability to read and interpret blueprints, floor plans, and diagrams.

·         Proficiency with hand tools and confidence in using them effectively.

·         Familiarity with mobile devices and applications for submitting crew hours and work orders.

·         Physical ability to lift and manipulate heavy objects (40+ lbs) in tight or awkward spaces.

·         Valid Class 5 Alberta Driver’s License (or provincial equivalent); Class 1 or 3 Driver’s License and/or tow motor certification are assets.

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