Installation Field Specialist

Renewal•Richmond, VA

About The Position

The Installation Field Specialist supports successful installation execution from morning crew departure through completion in the customer's home. This field resource helps installation crews prepare for the day, observes job-site quality, engages with customers, provides materials and troubleshooting support, and assists with installation work when necessary. The role aims to improve First Time Through (FTT) and Project NPS by identifying issues early, reinforcing installation standards, supporting crews in real time, and creating an additional positive customer touchpoint. The specialist supports crew readiness at the warehouse, conducts scheduled and unscheduled job-site visits, observes workmanship, coaches crews, documents quality trends, and escalates significant concerns to the Installation Supervisor. The specialist also checks in with homeowners, answers appropriate installation and process questions, communicates unresolved concerns, and helps coordinate field solutions with the Warehouse, IPM, or Installation Supervisor. Success is measured by FTT and Project NPS outcomes, the quality of job-site observations and follow-up, timely escalation of quality concerns, reliable readiness and field support, and professional interactions with customers and crews. Quarterly bonuses are earned independently for FTT of at least 85% and Project NPS of at least 85; each category is all-or-nothing. Job-site visit volume is an activity expectation, not a bonus metric. A background check will be conducted on potential employees who receive conditional job offers.

Requirements

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.

Nice To Haves

3+ years of window/door installation, residential remodeling, carpentry, or comparable field experience.

Responsibilities

Be present in the warehouse during morning crew departure 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 help 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 while corrective action can still be taken 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.
Help identify crew-specific and market-wide training opportunities based on field observations.
Introduce yourself to homeowners during job-site visits and serve as an additional positive customer touchpoint.
Check on the customer's installation experience and proactively identify concerns or questions.
Answer appropriate process and installation questions within the scope of the role.
Communicate unresolved concerns promptly to the appropriate team member or leader.
Support a professional, respectful, and confidence-building customer experience throughout the visit.
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.