Area Installation Specialist - Nashua, NH
About The Position
The Area Installation Specialist (AIS) assists with the customer experience throughout the installation job life cycle. The role includes performing technical measures, assessing pre-existing conditions, and performing product affirmations. The AIS conducts Job Site Inspections (JSIs) to review work quality, check service provider badges, and meet with customers to help ensure the installation experience meets The Home Depot’s standards. The AIS also resolves customer complaints, helps prevent cycle-time delays, works with service providers to resolve issues, and approves or escalates project changes before work proceeds. At the end of the installation process, the AIS ensures open items are completed to the customer’s satisfaction. The AIS manages jobs within an assigned area and product category, communicates with customers throughout the installation life cycle, and oversees the timely resolution and closure of open services, Care Tickets, and jobs on hold. The role typically reports to the District Installation Manager and has no direct reports. Overnight travel is typically required less than 10% of the time.
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.
- Knowledge, skills, and abilities typically acquired through completion of a bachelor’s degree program or equivalent degree in a 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, with strong value placed on partnerships.
Nice To Haves
- Construction or home improvement industry experience.
- Prior experience managing residential home improvement installation projects.
Responsibilities
- Initiate and maintain regular communication with customers throughout the installation life cycle, provide timely follow-up, and resolve open questions or job changes.
- Resolve in-progress job items, including scope-of-work changes, add-labor items, and material needs; escalate decisions as appropriate.
- Manage assigned open services and Care Tickets through resolution.
- Manage jobs in the assigned area and product category, including assessing pre-existing conditions, performing product affirmations, and performing technical measures.
- Conduct Job Site Inspections after installation begins, including service provider badge checks and inspections to ensure industry construction standards are followed.
- Address customer questions, ensure job scope changes are documented, and help ensure the installation experience meets or exceeds customer expectations.
- Manage timely closure of open services within the assigned area.
- Assist with customer inquiries across the installation life cycle, resolve open services and jobs on hold, and initiate change-of-scope requests to support efficient job timelines.
- Use reporting and related systems to support customer experience and installation accuracy.
- Resolve customer complaints, work with service providers to address issues, and approve or escalate project changes before work proceeds.
- Ensure all 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
