Area Installation Specialist - Woburn, MA
About The Position
The Area Installation Specialist (AIS) supports the customer experience throughout the installation job lifecycle. The role involves assessing pre-existing conditions, performing product affirmations and technical measures, and conducting Job Site Inspections (JSIs) to review work quality and service provider badges. The AIS meets with customers to help ensure installations meet The Home Depot’s standards and resolves customer complaints, open questions, and project issues. The specialist works with service providers, makes decisions to prevent cycle-time delays, 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, customer inquiries, open services, Care Tickets, and jobs on hold. The position uses reporting and related systems to support customer experience and installation accuracy. It 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.
- At least 5 years of work experience.
- Knowledge, skills, and abilities typically acquired through completion of a bachelor’s degree program or equivalent degree in a job-related field.
- Strong time-management and organizational skills.
- Strong negotiating skills and business acumen.
- Problem-solving and multitasking skills.
- Collaborative leadership skills that place strong value on partnerships.
Nice To Haves
- Construction or home improvement industry experience.
- Prior experience managing residential home improvement installation projects.
Responsibilities
- Initiate and maintain regular customer communication throughout the installation lifecycle, provide timely follow-up, and resolve open questions and job changes.
- Resolve in-progress job items, including scope-of-work changes, add-labor items, and material needs; escalate decisions when appropriate.
- Manage open services and assigned Care Tickets through resolution.
- Manage jobs in the assigned area and product category, including assessing pre-existing conditions, performing product affirmations, and taking 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, document job-scope changes, and ensure the installation experience meets or exceeds customer expectations.
- Ensure timely closure of open services within the assigned area.
- Assist with customer inquiries across the installation lifecycle and resolve open services and jobs on hold.
- Initiate change-of-scope requests to support efficient job-lifecycle timelines.
- Use reporting and related systems to support customer experience and accuracy at installation.
- Ensure all remaining 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
