Install Manager

Proactive Health•Lehi, UT

2d•Hybrid

About The Position

The Install Manager leads the field installer team (Field Patient Care Coordinators) that completes in-home device installs and patient education. This role owns team performance, scheduling, inventory, service quality, and documentation so installs are on time, accurate, and first-visit complete.

Requirements

Some experience leading field install/service, home health, logistics, or similar teams.
Strong scheduling and route optimization instincts; calm under pressure.
Clear communicator; hands-on coach willing to work in the field.
Ability to design, implement and execute new processes to improve the efficiency of the team

Responsibilities

Lead and coach field team: daily huddles, weekly 1:1s, on-the-job coaching.
Hire, onboard, and train new installers; uphold consistent patient education standards.
Manage performance through clear scorecards and regular feedback.
Build and manage daily/weekly install schedules to maximize first-visit completion.
Monitor confirmations, reschedules, and no-shows; backfill openings quickly.
Own post-install issues (tech support, device swaps, RMAs) to SLA.
Partner with Operations and Team Leads on escalations and patient experience.
Drive continuous improvement to reduce repeat visits and cycle time.
Maintain accurate field stock: check-in/out, serial tracking, RMAs.
Ensure devices are prepped, labeled, and available for scheduled routes.
Reconcile counts daily; zero tolerance for missing serials.
Ensure same-day, complete documentation of installs, intake, and education.
Enforce HIPAA and safety standards; audit for accuracy and completeness.
Close out each appointment cleanly (devices online, notes complete, photos as required).
Work with SDRs on batching/scheduling and with Team Leads on capacity.
Coordinate with Warehouse/Logistics on stock and RMAs.
Provide feedback to Product/Engineering on tools (Retool dashboards, HUH, etc.).
Communicate expectations and updates to partners/clinics as needed.