Position Overview The Quality & Claims Manager is responsible for inspecting hardwood flooring products and installations, investigating customer and contractor claims, identifying the root cause of quality issues, and determining appropriate resolutions. This position serves as a key link between customers, installers, sales teams, manufacturing, and operations to ensure flooring products and installations meet company quality standards. The ideal candidate has strong knowledge of hardwood flooring, installation practices, construction standards, and quality-control procedures, along with excellent attention to detail and communication skills. Key Responsibilities Inspect hardwood flooring products and completed installations to identify defects, installation issues, damage, or quality concerns. Investigate customer, contractor, dealer, and builder claims involving flooring products and installations. Conduct on-site inspections as needed, including residential and commercial job sites. Document inspection findings through detailed reports, photographs, measurements, and supporting documentation. Determine whether issues are related to product quality, manufacturing, installation, site conditions, maintenance, or other factors. Evaluate flooring against company specifications, installation guidelines, warranty requirements, and applicable industry standards. Identify patterns and recurring issues and communicate findings to management and appropriate internal departments. Work closely with Customer Service, Sales, Operations, Manufacturing, and Technical teams to resolve claims. Recommend appropriate corrective actions, including repair, replacement, credit, or denial of claims when justified. Communicate inspection findings and resolutions professionally with customers, installers, dealers, contractors, and other stakeholders. Maintain accurate records of claims, inspections, photographs, measurements, and resolutions. Assist in identifying opportunities to improve product quality, installation practices, training, and customer satisfaction. Stay current with hardwood flooring installation methods, product specifications, industry standards, and best practices. Perform other quality-control and inspection duties as assigned. Qualifications 2+ years of experience in hardwood flooring, flooring installation, construction, quality control, claims inspection, or a related field. Strong knowledge of hardwood flooring products, installation methods, and common flooring failures. Ability to distinguish between manufacturing defects and installation-, environmental-, or maintenance-related issues. Experience reading installation instructions, product specifications, and technical documentation. Strong attention to detail and analytical problem-solving skills. Excellent written and verbal communication skills. Ability to interact professionally with customers, contractors, installers, and internal teams. Strong documentation and organizational skills. Proficiency with smartphones, tablets, email, Microsoft Office, and digital documentation systems. Ability to take clear photographs, measurements, and detailed field notes. Valid driver's license and reliable transportation. Ability to travel to customer and job-site locations as required. Must be a NWFACP certified Preferred Qualifications Experience with hardwood flooring inspections or warranty claims. Knowledge of NWFA standards and hardwood flooring best practices. Previous experience as a flooring installer, flooring technician, field inspector, construction superintendent, or quality-control specialist. Knowledge of moisture testing, subfloor conditions, acclimation, installation methods, and environmental conditions affecting hardwood flooring. Experience preparing formal inspection or warranty reports. Physical Requirements Ability to travel to residential and commercial job sites. Ability to walk, stand, bend, kneel, crawl, and inspect flooring at close range for extended periods. Ability to lift and carry inspection equipment and materials weighing up to approximately 50 pounds. Ability to work in a variety of indoor construction and job-site environments. Occasional evening or weekend work may be required based on customer or project needs.

Core Competencies Quality Focus:

Maintains high standards and accurately identifies defects and nonconformities.

Investigation:

Uses evidence, measurements, documentation, and technical knowledge to determine root causes.

Problem Solving:

Develops practical and fair solutions to complex flooring issues.

Communication:

Clearly explains technical findings to both industry professionals and customers.

Customer Service:

Handles complaints and difficult situations professionally and objectively. Attention to

Detail:

Thoroughly documents inspections and identifies subtle flooring issues.

Judgment:

Makes well-reasoned recommendations based on facts, company policies, warranties, and industry standards.

Teamwork:

Collaborates effectively across departments to resolve claims and prevent recurring problems.

Benefits:

401(k) 401(k) matching Dental insurance Health insurance Life insurance Paid time off Vision insurance

Work Location:

In person