Installation Service Manager-Residential Exterior Home Improvemt

Job Description

Job Description

About Us
We are a trusted contractor specializing in replacement windows, siding, roofing, decks and fences. Partnering with a leading big-box retailer in the home improvement industry, we help homeowners protect and enhance their properties with high-quality products and services.

We’re searching for an experienced Installation Service Manager to oversee and elevate our residential exterior projects—including replacement windows, siding, roofing, decks, and fences in the Birmingham, AL and surrounding areas . If you're energized by coordinating skilled crews, solving challenges on the fly, and ensuring every project exceeds homeowner expectations, this is your opportunity to shine. Join a growing company where your leadership drives quality, your ideas are valued, and your expertise helps turn house into homes.

Position Overview:

The Installation Specialist (ISM) is responsible for assisting with the customer experience throughout the install job life cycle. This includes performing technical measures, assessing pre-existing conditions, and performing product affirmations. The ISM 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 America’s Best Choice standards. Responsibilities will further include resolving customer complaints, making decisions needed to prevent cycle-time delays, working with service providers to resolve issues, and approving or escalating project changes prior to moving forward. At the end of the install process the ISM will ensure all open items are completed to the customer’s satisfaction.

Key Responsibilities:

• 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.
• Job Process Management – The ISM will manage all jobs from after to sale to completion. This will involve assessing pre-existing conditions, performing product affirmations, and performing technical measures; After the installation begins, the ISM 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 job scope changes are documented, and ensuring the overall install experience is meeting or exceeding the customer’s expectations; Manages timely closure of all open services within assigned area
• Operations – Assists in management of customer inquiries across the install life cycle, resolves open services, and resolves jobs-on-hold; Initiates 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

Travel Requirements:

• Typically requires overnight travel less than 10% of the time.

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.

Working Conditions:

• Usually in a comfortable environment but with regular exposure to factors causing moderate physical discomfort from such things as dust, fumes or odors.

Preferred Qualifications:

• Construction/home improvement industry experience.
• Prior experience managing residential home improvement install projects.

Desired Competencies:

• Action Oriented
• Communicates Effectively
• Customer Focus
• 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
• Bilingual in English & Spanish is a plus

What We Offer

• Excellent competitive pay
• Paid vacation and holidays
• Comprehensive benefits package including medical, dental, vision, life & more
• 401K with 3.5% company matching
• Company Car with gas card included