Field Installation Manager - Windows and Doors

Renewal•Oakland, CA

15h•Onsite

About The Position

Renewal by Andersen is seeking a Field Installation Manager (FIM) to join their Operations team. This full-time position is responsible for territorial support of all projects from post-sale through window installation or service completion. The FIM will work closely with Installation Managers to support their training and development, assist with escalated customer issues, and ensure customer and company expectations remain aligned. This role will also drive monthly Installed Revenue Metrics and Net Promoter Score in collaboration with the Director of Installation. The FIM will act as a secondary point of contact, communicating with customers as needed to ensure satisfaction, and will support recruiting efforts for sub-contractors within the territory. The FIM is responsible for ensuring sub-contractor crews adhere to Renewal by Anderson standards, set expectations, and receive necessary training and direction. This individual will oversee a list of current customers, update the company central database, and immediately address escalated issues with the Installation Manager, including in-person customer visits if required. The FIM will maintain accountability for keeping projects on track and ensuring necessary support from Office Staff is addressed by the assigned Installation Manager.

Requirements

5+ years of experience in residential construction
5+ years of experience in project management on the field with subcontractors
Experience in the measuring, ordering, and installation of residential windows
Independently manage, negotiate and evaluate contractors in the field
Ability to lead, develop, train, and directly supervise Installation Managers and Field Crews
Customer focus, experience and a commitment to delivering excellence in customer service
Ability to resolve dispute or payment issue with impeccable professionalism
Strong organizational skills to manage multiple assignments
Must have basic computer skills including MS Word, Excel and Project
Good character, professional appearance, excellent oral and written communication, team player, strong work ethic
Licensed California Driver and access to a reliable insured vehicle

Nice To Haves

Knowledge or experience in home improvement

Responsibilities

Oversee initial training schedule for new IM’s and take lead in their progressive development
Train new IM’s to take detailed measurements of residential window and doors
Work with existing IM’s to further develop their ability to accurately measure and submit in a timely manner
Provide constructive feedback to Installation Managers to foster continued growth and improvement
Participate in performance management of existing IM’s and lead in additional training needed for improvement
Recognizes situations that could impact customer expectations, job costs, and/or code performance and provide alternatives solutions that are needed to improve the business
Attend Installation appointments independently and with the IM Team for Quality Assurance, and to provide guidance and feedback
Respond to escalated customer issues and perform Job Site Visits as needed to create paths to resolution
Keep team members informed of customer interactions and actions taken
Ensure IM Team is Checking-in and Checking-out with the crews to review their projects each day, setting expectations, answering any questions, following-up with previous projects and any outstanding items are addressed
Review paperwork from the IM Team to ensure accuracy, completeness, and timeliness. Review job costs and labor
Attend Job Site Visits and to audit the crews performance, job status, and customer satisfaction
Participate in Product Knowledge training with office staff to further their ability to assist customers remotely
Facilitate remote assessments to diagnose issues at sales, measure, install, and service
Work with the Director of Installation on any other projects to improve the IM and Installer team
Work closely with DOI to create measurable processes for all existing and future Installation Manager survey.