Installation Manager - Residential

Improveit Home Remodeling•Nashville, TN

2d•Onsite

About The Position

The Installation Manager is responsible for driving customer satisfaction through Installer engagement and business process improvement. The Installation Manager will coordinate and leverage the resources of multiple departments under his/her direction to achieve on-time installation and 100% customer satisfaction. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Recruit and select personnel for installer positions based on needs in the market and future growth within the market. Hold Installers accountable to established policies through inspections, scheduling, and capacity management. Perform analysis to accurately forecast resource needs and efficient and effective flow of installations through the pipeline daily. Develop, implement, and measure the performance of process initiatives in relation to process efficiency and customer satisfaction. Identify, evaluate, and recommend opportunities for improving the customer experience. Partner with the General Production Manager to identify, define and implement needed system and process improvements that promote total customer satisfaction. Coordinate closely with established vendors to ensure availability of products needed to meet established service delivery deadlines. Leverage data to monitor and recommend resource needs to execute strategy within varying demand scenarios. Manage and resolve cross-functional issues and challenges. Mitigate and resolve customer escalations with urgency, determination and focus on achievement of total customer satisfaction. Manage to the “big picture," understanding the complexity and downstream impacts of the customer service delivery process and ensuring that delivery flows smoothly through the system. Intervene when necessary to resolve disputes according to established ImproveIt Home Remodeling policies and procedures and use established methodology for all customer interactions. Foster a team environment and a customer-focused culture throughout the organization. Hold direct reports accountable for achieving results through coaching and performance management. Consistently provides feedback and direction to direct reports to promote employee development, engagement, and business knowledge. Partner with Human Resources to ensure firm, fair, and consistent application of Human Resources practices and policies. Promote and maintain a safe work environment.

Requirements

Must have hands-on experience in construction, carpentry, and/or home improvement/remodeling to include: Residential window replacement Bathroom remodeling Kitchen remodeling
Leadership - Ability to influence others to perform their jobs effectively and to be responsible for making decisions.
Goal Oriented - Ability to focus on granular, day-to-day goals and obtain a pre-determined result.
Resource Management (People & Equipment) - Ability to obtain and appropriate the proper usage of equipment, facilities, materials, as well as personnel.
Accuracy - Ability to perform work accurately and thoroughly.
Organized - Possessing the trait of being organized to follow a systematic method of performing a task.
Problem Solving - Ability to find a solution for, or to deal proactively, with work-related problems.
Analytical Skills – Ability to use critical thinking and reasoning to solve problems.
Management Skills - Ability to organize and direct oneself.
Professionalism – Conduct and appearance is professional and to company standards and policies.
Communication – Ability to use effective verbal and written communication skills.
Conflict Resolution – Ability to deal with others in difficult and sometimes antagonistic situations.
Accountability – Ability to accept responsibility and account for his/her actions and decisions.
Bachelors’ Degree, at least 3 years of operations experience with a customer service focus, and at least 4 years’ supervisory experience; or any equivalent combination of education and experience.
Proficiency with Microsoft Office (Word, Excel, Outlook).

Nice To Haves

EPA RRP Certified (Preferred but not necessary)

Responsibilities

Recruit and select personnel for installer positions based on needs in the market and future growth within the market.
Hold Installers accountable to established policies through inspections, scheduling, and capacity management.
Perform analysis to accurately forecast resource needs and efficient and effective flow of installations through the pipeline daily.
Develop, implement, and measure the performance of process initiatives in relation to process efficiency and customer satisfaction.
Identify, evaluate, and recommend opportunities for improving the customer experience.
Partner with the General Production Manager to identify, define and implement needed system and process improvements that promote total customer satisfaction.
Coordinate closely with established vendors to ensure availability of products needed to meet established service delivery deadlines.
Leverage data to monitor and recommend resource needs to execute strategy within varying demand scenarios.
Manage and resolve cross-functional issues and challenges.
Mitigate and resolve customer escalations with urgency, determination and focus on achievement of total customer satisfaction.
Manage to the “big picture," understanding the complexity and downstream impacts of the customer service delivery process and ensuring that delivery flows smoothly through the system.
Intervene when necessary to resolve disputes according to established ImproveIt Home Remodeling policies and procedures and use established methodology for all customer interactions.
Foster a team environment and a customer-focused culture throughout the organization.
Hold direct reports accountable for achieving results through coaching and performance management.
Consistently provides feedback and direction to direct reports to promote employee development, engagement, and business knowledge.
Partner with Human Resources to ensure firm, fair, and consistent application of Human Resources practices and policies.
Promote and maintain a safe work environment.