Area Installation Specialist
About The Position
The Area Installation Specialist (AIS) supports the customer experience throughout the installation job life cycle. The role performs technical measures, assesses pre-existing conditions, and completes product affirmations. The AIS conducts Job Site Inspections (JSIs) to review work quality, check service provider badges, and meet with customers to ensure installation experiences meet The Home Depot standards. The AIS also resolves customer complaints, makes decisions to prevent cycle-time delays, works with service providers to resolve issues, and approves or escalates project changes. At the end of the process, the AIS ensures all open items are completed to the customer's satisfaction. The AIS manages jobs in an assigned area and product category, maintains regular customer communication, resolves open services and assigned Care Tickets, and uses reporting and related systems to support customer experience and installation accuracy. The position typically reports to the District Installation Manager and has no direct reports.
Requirements
- Must be at least 18 years of age.
- Must be legally permitted to work in the United States.
- Must pass a pre-employment test if applicable.
- Typically acquired knowledge, skills, and abilities through completion of a bachelor's degree program or equivalent degree in a job-related field of study.
- At least 5 years of work experience.
- Strong time management and organizational skills.
- Strong negotiating skills.
- Strong business acumen.
- Problem-solving and multitasking skills.
- Collaborative leadership skills that place strong value on partnerships.
Nice To Haves
- Experience in the construction or home improvement industry.
- Prior experience managing residential home improvement installation projects.
Responsibilities
- Initiates and maintains regular communication with customers throughout the installation life cycle, follows up in a timely manner, and resolves open questions and job changes.
- Resolves in-progress job items, including scope-of-work changes, additional labor, and material needs; escalates decisions as appropriate.
- Manages assigned open services and Care Tickets through resolution.
- Manages jobs in the assigned area and product category, including assessing pre-existing conditions, performing product affirmations, and conducting technical measures.
- Conducts Job Site Inspections after installation begins, including service provider badge checks and inspections to ensure industry construction standards are followed.
- Addresses customer questions, ensures job scope changes are documented, and checks that the installation experience meets or exceeds customer expectations.
- Manages timely closure of open services in the assigned area.
- Assists with customer inquiries across the installation life cycle, resolves open services and jobs on hold, and initiates change-of-scope requests to support efficient job timelines.
- Uses reporting and related systems to support customer experience and accuracy at installation.
- Works with service providers to resolve issues, makes decisions to prevent cycle-time delays, and approves or escalates project changes.
- Ensures open items are completed to the customer's satisfaction at the end of the installation process.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
