The Installation Manager is primarily responsible for the efficient movement of HDI projects through the installation process. The IM oversees and manages the installation process from beginning to completion of the in-home-sale to the satisfaction of the customer. The IM manages the branch field and warehouse installation teams, and is responsible for job start badge compliance, job audits, jobsite inspections, onboarding and terminating service providers, driving store connectivity and customer service. The IM is responsible for meeting and exceeding performance standards and financial metrics as it relates to the efficient completion of jobs, timely installation of jobs in the pipeline, voice of the customer surveys, as well as P&L responsibility including gross margin, install labor rates, and installed revenue. Additionally, the IM is responsible for the recruitment, onboarding, maintenance and quality of service providers, with sufficient capacity that exceeds net sales growth and quality of installations.
MAJOR TASKS, RESPONSIBILITES AND KEY ACCOUNTABILITIES
35% – Responsible for owning the customer experience, setting the standard for service excellence, and resolving escalated customer issues. Responsible for overall recruitment, onboarding, maintenance and quality of the service providers with sufficient capacity to exceed net sales growth with quality installations.
25% – Responsible for meeting/exceeding performance standards related to: gross margin, install labor rates, installed revenue, timely measure and installation, concessions, open services, and voice of the customer.
20% – Manage the efficient movement of all jobs sold through the installation process in partnership with the Sales and Administration teams.
20% – Leads installation and warehouse teams. Responsible for hiring, training, coaching/mentoring and performance management of associates. Ensures site and warehouse safety standards and compliance.
NATURE AND SCOPE
This position reports to HDI Division Installation Manager.
This position has 5+ reports.
ENVIRONMENTAL JOB REQUIREMENTS
Typically in a comfortable environment but with regular exposure to factors such as temperature extremes, moving machinery, loud noise, and fumes which cause noticeable discomfort or a moderate risk of accident or illness.
Typically requires overnight travel less than 10% of the time.
Must be eighteen years of age or older.
Must be legally permitted to work in the United States.
The knowledge, skills and abilities typically acquired through the completion of a high school diplomas and/or GED.
Years of Relevant Work Experience: 5 years
Most all of the time is spent sitting in the same position or standing/walking or there is some requirement to lift or handle material or equipment of moderate weight (8-20 pounds).
Home improvement or remodeling experience
Knowledge, Skills, Abilities and Competencies:Leverages Partnerships/Strong Customer Service Skills
Excellent Communication Skills
Influences Others/Provides Inspiration
Solid Leadership and Interpersonal Skills
Job ID: 110624