Installation Resolution Manager

Job Description

Job Description

About Pella Mid-Atlantic 
Pella Mid-Atlantic is the area’s leading distributor of Pella window and door products.  Our products are backed with over 100 years of innovation and experience in the industry and are designed to enrich the homes and lives of others. Pella Mid-Atlantic plays a critical role in the sales, installation, scheduling, and servicing of our products in your homes, projects, and buildings including historic and noteworthy sites, and it is a true honor. 

We are passionate about what we do at Pella Mid-Atlantic, and we’re looking for people who share our passion – from sales to installation to accounting, and everything in between.  If you are a motivated, caring, and driven individual looking for a career with a world-class company, come join us. Feel the  Pella Passion ! 

Installation Resolution Manager Position Purpose
The Installation Resolution Manager is responsible for managing and resolving complex customer escalations that occur during the window and door installation process.
This role serves as a dedicated resource for customers whose projects have experienced installation concerns, quality issues, scheduling challenges, communication breakdowns, product-related concerns, or other circumstances that have negatively impacted their experience.

The Installation Resolution Manager combines hands-on window and door field experience with advanced customer communication and conflict-resolution skills to assess concerns, identify root causes, establish appropriate solutions, and drive issues through successful resolution.
This position is designed to reduce the volume of customer escalations currently managed by Field Supervisors, allowing Field Management to maintain focus on installation execution, field operations, quality, scheduling, employee development, and overall operational performance.
The Installation Resolution Manager is expected to act as an advocate for the customer while also protecting company standards, processes, and business objectives.

Essential Functions
Customer Escalation Management

• Serve as the primary point of contact for assigned escalated customers throughout the installation process.
• Take ownership of escalated customer concerns from initial contact through final resolution.
• Proactively engage customers when an issue has the potential to negatively impact their experience or escalate further.
• Listen to and understand customer concerns, acknowledge the customer's experience, and establish clear expectations for resolution.
• De-escalate challenging or emotional situations while maintaining professionalism, empathy, and credibility.
• Communicate timely updates to customers and ensure commitments are fulfilled.
• Maintain appropriate documentation of customer concerns, actions taken, and final resolution.

Installation & Field Expertise

• Utilize extensive field experience with residential windows and doors to understand and evaluate installation-related concerns.
• Assess customer concerns involving installation quality, product operation, appearance, jobsite conditions, installation methods, scheduling, and related issues.
• Distinguish between product concerns, installation concerns, structural conditions, cosmetic concerns, customer expectations, and other potential causes.
• Apply knowledge of established installation practices, company standards, and field experience when determining appropriate solutions.
• Conduct or coordinate field assessments when necessary to understand the scope and nature of an issue.
• Communicate technical information to customers in a clear, professional, and understandable manner.
• Serve as a knowledgeable resource to internal teams when complex installation-related concerns arise.

Resolution & Corrective Action

• Determine appropriate resolution strategies within established company guidelines and authority levels.
• Coordinate corrective actions with Field Management, Installation, Service, Sales, Operations, and other appropriate teams.
• Establish realistic timelines and expectations with customers.
• Monitor corrective actions through completion and ensure the customer receives appropriate follow-up.
• Escalate issues to leadership when they exceed established authority or require additional resources or decision-making.
• Identify opportunities to resolve issues early and prevent them from becoming more significant customer escalations.

Cross-Functional Partnership

• Partner closely with Field Supervisors to gather project information and develop appropriate solutions.
• Reduce the need for Field Supervisors to serve as the primary point of contact for escalated customers.
• Collaborate with installers, service personnel, sales representatives, operations leaders, and other stakeholders to resolve customer concerns.
• Facilitate communication between departments when ownership or responsibility for an issue is unclear.
• Promote consistent and effective approaches to customer escalation management across the organization.

Customer Experience & Continuous Improvement

• Identify recurring causes of customer dissatisfaction and installation escalations.
• Analyze escalation trends and communicate findings to appropriate leaders.
• Recommend improvements to installation processes, communication, training, scheduling, and customer expectations.
• Provide feedback to operational teams regarding recurring customer concerns.
• Assist in developing standardized processes and best practices for installation-related escalations.
• Contribute to initiatives designed to improve the overall installation customer experience.

  Data Tracking & Root Cause Analysis

• Maintain accurate, consistent tracking of installation-related complaints, escalations, recovery work, customer commitments, and final outcomes in the designated CRM or company tracking tools.
• Categorize each issue by root-cause type, including installation workmanship, product or manufacturing concern, scheduling, communication, measurement or ordering, jobsite or structural condition, subcontractor performance, and customer-expectation gap, as applicable.
• Record key details such as project and order number, installation date, issue identified, responsible workstream, corrective action, resolution timeline, repeat visits, and final disposition.
• Review data regularly to identify recurring issues, trends by crew, Field Supervisor, product type, process, or project stage, and opportunities to prevent repeat problems.
• Prepare concise reports for Operations and leadership highlighting issue volume, root causes, repeat concerns, aging open items, resolution cycle time, and recommended corrective actions.
• Partner with Field Management, Sales, Scheduling, Service, and other teams to validate root causes and ensure corrective actions address the underlying problem—not just the immediate customer complaint.

CSR Score Review & Customer Experience

• Review Customer Satisfaction Rating (CSR) scores and related customer feedback for completed installation and resolution cases.
• Follow up on low scores, negative comments, or recurring dissatisfaction to understand the specific drivers and determine whether additional customer contact or corrective action is needed.
• Connect CSR feedback to project records, installation concerns, communication history, and resolution outcomes to identify patterns and prevent repeat dissatisfaction.
• Share relevant trends and coaching opportunities with Field Supervisors and Operations while maintaining appropriate customer confidentiality.
• Monitor whether completed resolutions improve customer confidence and satisfaction, and report recurring barriers to leadership.

Credits, Adjustments & Goodwill Resolution

• Review requests for customer credits, price adjustments, refunds, or goodwill consideration related to installation concerns and service recovery.
• Validate the project history, customer concern, documented findings, responsibility, and proposed remedy before recommending or processing a credit.
• Issue or coordinate approved credits and adjustments in accordance with established company policies, documentation requirements, and delegated approval limits.
• Obtain leadership approval for requests that exceed assigned authority or fall outside established guidelines; do not promise or issue unauthorized credits.
• Document the reason, amount, approval, responsible cost category when known, and final outcome for each credit or goodwill adjustment.
• Track credit and goodwill trends alongside root-cause data to identify preventable costs and opportunities to improve installation quality, communication, and customer expectations.

Required Qualifications
Education & Experience

• High school diploma or equivalent required.
• Significant hands-on field experience with residential window and door installation is required.
• Demonstrated knowledge of window and door installation practices, jobsite conditions, and common installation challenges.
• Demonstrated experience working directly with homeowners or customers.
• Demonstrated experience managing difficult, complex, or escalated customer situations.
• Experience working across multiple operational teams or functions.

Knowledge & Skills

• Strong technical knowledge of residential window and door installation.
• Strong understanding of installation quality and common field-related issues.
• Exceptional verbal and written communication skills.
• Strong listening, conflict-resolution, and de-escalation skills.
• Excellent judgment and problem-solving ability.
• Ability to explain technical concepts to customers in a clear and non-technical manner.
• Ability to remain calm and professional in high-pressure situations.
• Strong organizational skills and attention to detail.
• Ability to manage multiple active escalations and competing priorities.