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.