The Area Installation Specialist (AIS) is responsible for assisting with the customer experience throughout the install job life cycle. This includes Pre-Installation Inspections (PIIs) which involves assessing pre-existing conditions, performing measure affirmations (order reviews), and re-measuring each assigned job to ensure the contract’s products and measurements are accurate and match the customer’s expectations prior to material ordering. The PII phase can include adjustments to the job scope via Contract Amendments (CAs). As the job progresses, the AIS will conduct Job Site Inspections (JSIs) to review quality of work, conduct service provider badging checks, and meet with customers to ensure the install experience is consistent with THD standards. The JSI phase will further include resolving customer complaints, making decisions needed to prevent cycle-time delays, determining additional work with the service provider, and approving or escalating project changes prior to moving forward. At the end of the install process the AIS will ensure all open items are completed to the customer’s satisfaction.
MAJOR TASKS, RESPONSIBILITIES AND KEY ACCOUNTABILITIES
35% Job Process Management - The AIS manages all interior and exterior jobs from assigned area to include conducting Pre-Installation Inspections (PIIs). PIIs involve assessing pre-existing conditions, performing measure affirmations, and re-measuring each job to confirm the contract’s material and pricing align with the initial measure from the sales team before the job moves to material ordering. The AIS will initiate Contract Amendments (CAs) as needed to ensure the job progresses efficiently. After the installation begins, the AIS is responsible for performing Job Site Inspections (JSIs) which includes conducting service provider badge checks, inspecting the work to ensure industry construction standards are adhered to, addressing customer questions, ensuring work-in-progress CAs are obtained or escalated as needed, and ensuring the overall install experience is meeting or exceeding the customer’s expectations. Manages timely closure of all open services within assigned area. The AIS is responsible for meeting or exceeding installed revenue, gross margin, and iVOC goals.
25% Customer Experience - Initiates and maintains regular communication with customers across the install life-cycle, ensures timely customer follow-up, and resolves open questions or job changes. Resolves job-in-process items such as scope of work changes, add-labor items, and material needs, and escalates decisions as appropriate to obtain resources or approvals to ensure the customer experience is positive. Interacts directly with customers on all matters related to the install process. Manages open services and assigned Care Tickets to resolution. Partners with the sales team to review differences on measures, product, and job changes.
20% 3rd party Service Providers - Conducts job-in-process inspections to ensure install standards are adhered to, reviews and approves 3PL invoices & add-labor charges, and works with service providers to resolve open issues that can delay or alter the project.
20% Operations - Ensures efficient intake and management of all open customer inquiries across the install life-cycle, resolves open services, resolves jobs-on-hold, and as needed, coordinates resolution with sales managers and sales consultants. Initiates as part of the PII and JSI phases Contract Amendments (CAs) to resolve measurement differences or change of scope requests to drive efficient job life-cycle timelines. Uses reporting and related systems to provide overall customer experience and accuracy at install.
NATURE AND SCOPE
This position reports to the District Installation Manager
This position has 0 Direct Reports
ENVIRONMENTAL JOB REQUIREMENTS
Environment: Usually in a comfortable environment but with regular exposure to factors causing moderate physical discomfort from such things as dust, fumes or odors.
Travel: Typically requires overnight travel less than 10% of the time.
Must be eighteen years of age or older.
Must be legally permitted to work in the United States.
Additional Minimum Qualifications:
- Must pass drug test
- Must pass background check
- Must pass pre-employment test if applicable
The knowledge, skills and abilities typically acquired through the completion of a bachelor's degree program or equivalent degree in a field of study related to the job.
Years of Relevant Work Experience: 4 years
Physical Requirements: Requires intermittent periods during which continuous physical exertion is required, such as walking, standing, stooping, climbing, lifting material or equipment, some of which may be heavy or awkward.
Additional Qualifications: This information indicates the general nature and level of work performed by associates in this role. It is not designed to contain a comprehensive inventory of all duties, responsibilities, and qualifications required of associates assigned to this role. This description supersedes any previous or undated descriptions for this role. Management has the right to add or change the duties of the position at any time.
- Construction/home improvement industry experience
- Prior experience managing residential home improvement install projects
Knowledge, Skills, Abilities and Competencies:
- Excellent communication skills
- Strong time management and organizational skills
- Strong negotiating skills
- Strong business acumen
- Problem solving and multi-tasking skills
- Collaborative leadership skills where strong value is placed on partnerships
We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.