The Area Installation Specialist (AIS) 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 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. 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 AIS will ensure all open items are completed to the customer's satisfaction.
Key Responsibilities: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; Manages open services and assigned Care Tickets to resolution60% Job Process Management - The AIS manages all jobs from assigned area and product category; This will involve assessing pre-existing conditions, performing product affirmations, and performing technical measures; 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 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 area15% 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
Direct Manager/Direct Reports:This position typically reports to District Installation ManagerThis position has 0 Direct Reports
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.
Minimum Qualifications:Must be eighteen years of age or older.Must be legally permitted to work in the United States.Must pass pre-employment test if applicable
Preferred Qualifications:Construction/home improvement industry experience. Prior experience managing residential home improvement install projects.
Minimum Education: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.
Preferred Education:No additional education
Minimum Years of Work Experience:5
Preferred Years of Work Experience:No additional years of experience
Minimum Leadership Experience:None
Preferred Leadership Experience:None
Certifications:None
Competencies:Action OrientedBusiness InsightsCollaboratesCommunicates EffectivelyCustomer FocusStrong time management and organizational skillsStrong negotiating skillsStrong business acumenProblem solving and multi-tasking skillsCollaborative leadership skills where strong value is placed on partnerships