Installation Manager

Position Overview

This is not a remote role.

The Installation Manager is responsible for driving customer satisfaction through installer engagement, obtaining measurements for new installations, performing warranty services, and business process improvement. The Installation Manager will coordinate and leverage the resources of multiple departments under his/her direction to achieve on-time installation and 100% customer satisfaction.

Essential Job Functions

• Recruit and select personnel for installer positions based on needs in the market and future growth within the market.
• Hold Installers accountable to established policies through inspections, scheduling, and capacity management.
• Perform analysis to accurately forecast resource needs and efficient and effective flow of installations through the pipeline on a daily basis.
• Develop, implement, and measure the performance of process initiatives in relation to process efficiency and customer satisfaction.
• Identify, evaluate, and recommend opportunities for improving the customer experience.
• Partner with the General Production Manager to identify, define and implement needed system and process improvements that promote total customer satisfaction.
• Coordinate closely with established vendors to ensure availability of products needed to meet established service delivery deadlines.
• Leverage data to monitor and recommend resource needs to execute strategy within varying demand scenarios.
• Manage and resolve cross-functional issues and challenges.
• Mitigate and resolve customer escalations with urgency, determination and focus on achievement of total customer satisfaction.
• Obtain window and bathroom remodeling measurements for new projects and translate those into a variety of applications.
• Perform warranty services on completed projects.
• Manage to the “big picture,” understanding the complexity and downstream impacts of the customer service delivery process and ensuring that delivery flows smoothly through the system.
• Intervene when necessary to resolve disputes according to established Improveit policies and procedures and use established methodology for all customer interactions.
• Foster a team environment and a customer-focused culture throughout the organization.
• Hold direct reports accountable for achieving results through coaching and performance management.
• Consistently provides feedback and direction to direct reports to promote employee development, engagement, and business knowledge.
• Partner with Human Resources to ensure firm, fair, and consistent application of Human Resources practices and policies.
• Promote and maintain a safe work environment.

Qualifications

• Leadership - Ability to influence others to perform their jobs effectively and to be responsible for making decisions.
• Construction - Experienced in residential remodeling and/or residential construction.
• Goal Oriented - Ability to focus on granular, day-to-day goals and obtain a pre-determined result.
• Resource Management (People & Equipment) - Ability to obtain and appropriate the proper usage of equipment, facilities, materials, as well as personnel.
• Accuracy - Ability to perform work accurately and thoroughly.
• Organized - Possessing the trait of being organized to following a systematic method of performing a task.
• Problem Solving - Ability to find a solution for or to deal proactively with work-related problems.
• Analytical Skills – Ability to use critical thinking and reasoning to solve problems.
• Management Skills - Ability to organize and direct oneself.
• Professionalism – Conduct and appearance is professional and to company standards and policies.
• Communication – Ability to use effective verbal and written communication skills.
• Conflict Resolution – Ability to deal with others in difficult and sometimes antagonistic situations.
• Accountability – Ability to accept responsibility and account for his/her actions and decisions.

SKILLS & ABILITIES

• Education/Experience: Bachelors’ Degree, at least 3 years of operations experience with a customer service focus, and at least 4 years’ supervisory experience; or any equivalent combination of education and experience.
• Computer Skills: Proficiency with Microsoft Office (Word, Excel, Outlook).
• Licenses and Certifications: EPA RRP Certified (Preferred).

WORK ENVIRONMENT

This position works in an office environment as well as in the field.

What We Offer

• Highly Competitive Compensation & Perks Package
• Medical and Dental Insurance Options
• 401k Retirement Savings Plan
• Paid Vacation and Personal Days
• State-of-the-Art Technology
• Growth-Driven, Entrepreneurial Culture
• Great Work Environment (New, High-End Office Space in Convenient Location)
• Stability and Backing of a 37-year-old Company with an A+ BBB Rating