Installation Field Specialist

Renewal by Andersen of Central Virginia•Richmond, VA

7d•$60,000 - $70,000•Onsite

About The Position

The Installation Field Specialist supports successful installation execution from morning crew departure through completion in the customer’s home. The role provides field resources to installation crews through readiness support, job-site quality observations, customer engagement, material delivery, troubleshooting, and hands-on installation assistance when necessary. Its primary purpose is to improve First Time Through (FTT) and Project NPS by identifying issues early, reinforcing installation standards, supporting crews in real time, and providing an additional positive customer touchpoint. The specialist works in the warehouse during morning crew departure to help confirm crews have the products, materials, supplies, tools, and job documentation needed for the day. During installations, the specialist conducts scheduled and unscheduled job-site visits, observes workmanship, coaches crews, identifies concerns while corrective action is possible, and documents or escalates significant and recurring issues. The role also checks in with homeowners, answers appropriate process and installation questions, communicates unresolved concerns, and supports a professional customer experience. The specialist may deliver items to crews, troubleshoot field issues in coordination with the Warehouse, IPM, or Installation Supervisor, and occasionally provide hands-on installation assistance. Success is measured through installation FTT, Project NPS, the quality and follow-up of job-site observations, timely escalation, readiness support, and professional interactions. Quarterly bonuses are earned independently for FTT of at least 85% and Project NPS of at least 85; each category is all-or-nothing for the quarter. Job-site visit volume is an activity expectation, not a bonus metric. Renewal by Andersen of Central Virginia and Roanoke conducts background checks on potential employees who receive conditional job offers.

Requirements

At least 3 years of window/door installation, residential remodeling, carpentry, or comparable field experience is preferred.
Strong working knowledge of residential installation practices and quality standards.
Ability to identify workmanship concerns and coach installation professionals constructively.
Strong customer communication and interpersonal skills.
Ability to troubleshoot field issues and coordinate practical solutions.
Comfort using mobile devices, field-service technology, and digital documentation.
Valid driver’s license and ability to travel regularly between the warehouse and active job sites.
Ability to lift and carry installation materials and occasionally assist with hands-on installation work.
Field-oriented and technically credible with installation crews.
Observant, proactive, and comfortable addressing quality concerns in real time.
Customer-focused, with the ability to build confidence in the installation experience.
Strong judgment about when to coach, assist, resolve, or escalate.
Organized and responsive while moving between warehouse and job-site priorities.

Responsibilities

Support morning crew departure from the warehouse and help ensure crews are prepared for the day’s installations.
Confirm crews have required products, materials, supplies, tools, and available job documentation before departure.
Answer installation-related questions and identify potential issues before crews leave the warehouse.
Coordinate with the Warehouse, IPM, and Installation Supervisor when products, materials, or information are missing or incorrect.
Conduct scheduled and unscheduled job-site visits while installations are in progress.
Observe workmanship and adherence to established installation and quality standards.
Identify quality concerns early enough for corrective action during installation.
Coach crews on installation practices and reinforce consistent field standards without replacing the formal supervisory role.
Document recurring quality trends and escalate significant concerns to the Installation Supervisor.
Identify crew-specific and market-wide training opportunities based on field observations.
Introduce yourself to homeowners, check on their installation experience, and proactively identify concerns or questions.
Answer appropriate process and installation questions within the scope of the role.
Communicate unresolved customer concerns promptly to the appropriate team member or leader.
Support a professional, respectful, and confidence-building customer experience.
Deliver materials, tools, supplies, or replacement items to installation crews when required.
Assist with troubleshooting field issues and coordinate solutions with the Warehouse, IPM, or Installation Supervisor.
Occasionally provide hands-on installation assistance when necessary to protect completion, quality, FTT, or the homeowner experience.
Support installation teams during unusual or high-priority field situations as directed by the Installation Supervisor.
Track job-site visit volume as an activity expectation.