Installation Resolution Manager

Pella Mid-Atlantic•Beltsville, MD

About The Position

The Installation Resolution Manager manages and resolves complex customer escalations arising during residential window and door installation. This role is the primary resource for customers whose projects involve installation concerns, quality issues, scheduling challenges, communication breakdowns, product-related concerns, or other circumstances that have negatively affected their experience. The manager assesses concerns, identifies root causes, establishes appropriate solutions, and drives issues through completion, combining hands-on window and door field experience with advanced customer communication and conflict-resolution skills. The position is intended to reduce the volume of customer escalations handled by Field Supervisors so Field Management can focus on installation execution, field operations, quality, scheduling, employee development, and operational performance. The Installation Resolution Manager advocates for the customer while protecting company standards, processes, and business objectives. The role also partners across operational teams, identifies recurring issues and trends, and recommends improvements to installation processes and the customer experience.

Requirements

High school diploma or equivalent.
Significant hands-on field experience with residential window and door installation.
Demonstrated knowledge of window and door installation practices, jobsite conditions, and common installation challenges.
Demonstrated experience working directly with homeowners or customers.
Demonstrated experience managing difficult, complex, or escalated customer situations.
Experience working across multiple operational teams or functions.
Strong technical knowledge of residential window and door installation and installation quality issues.
Exceptional verbal and written communication skills.
Strong listening, conflict-resolution, and de-escalation skills.
Excellent judgment and problem-solving ability.
Ability to explain technical concepts to customers in clear, non-technical language.
Ability to remain calm and professional in high-pressure situations.
Strong organizational skills and attention to detail.
Ability to manage multiple active escalations and competing priorities.
Ability to influence outcomes and coordinate solutions across teams without always having direct authority.
Proficiency with CRM systems and standard business software.

Nice To Haves

Previous experience as a Field Supervisor, Installation Manager, Installer, Service Technician, or in a similar window and door field position.
Leadership or supervisory experience within installation, construction, home improvement, or a related industry.
Experience diagnosing and resolving window and door installation issues.
Experience managing homeowner expectations on complex residential projects.
Experience with customer escalation, complaint resolution, or customer-experience programs.
Experience identifying process improvements based on customer feedback and operational trends.

Responsibilities

Serve as the primary point of contact for assigned escalated customers throughout installation.
Own escalated customer concerns from initial contact through final resolution, proactively engaging when an issue may negatively affect the customer experience or escalate further.
Listen to customer concerns, acknowledge the customer’s experience, set clear expectations, de-escalate difficult situations, provide timely updates, and fulfill commitments.
Document customer concerns, actions taken, and final resolutions.
Assess installation-related concerns involving quality, product operation, appearance, jobsite conditions, installation methods, scheduling, and related issues.
Distinguish among product, installation, structural, cosmetic, customer-expectation, and other potential causes of concerns.
Apply installation practices, company standards, and field experience when determining solutions; conduct or coordinate field assessments as needed.
Explain technical information to customers clearly and professionally, and serve as an internal resource on complex installation concerns.
Determine resolution strategies within company guidelines and authority, coordinate corrective actions across relevant teams, set realistic timelines, monitor actions through completion, and follow up with customers.
Escalate issues to leadership when they exceed the role’s authority or require additional resources or decisions.
Partner with Field Supervisors to gather project information and develop solutions, reducing the need for them to act as the primary contact for escalated customers.
Collaborate with installers, service personnel, sales representatives, operations leaders, and other stakeholders; facilitate communication when issue ownership is unclear.
Promote consistent approaches to customer escalation management across the organization.
Identify recurring causes of dissatisfaction and escalations, analyze trends, and communicate findings to leaders and operational teams.
Recommend improvements to installation processes, communication, training, scheduling, and customer expectations; assist in developing standardized processes and best practices.
Contribute to initiatives that improve the installation customer experience.