Field Installation Manager
Renewal by Andersen - Oakland, CA
COMPANY OVERVIEW:
Renewal by Andersen windows is the custom division of Andersen® windows. Founded in 1903, Andersen Windows has been the world’s largest and most recognized brand for exclusive window and door systems. Renewal by Andersen® was founded with the objective of creating a different and better window and door replacement experience for homeowners. We are looking to expand our Operations team by filling a key role within the organization with an Field Installation Manager.
The Field Installation Manager (FIM) is a full-time position responsible for territorial support of all projects from post-sale through window installation or service completion. A Field Installation Manager will closely work with Installation Managers to support their training and development as well as assist in escalated customer issues. Also, this individual will verify and confirm the customer’s and company’s expectations are remaining in alignment at each phase of the project. The FIM will work closely with the Director of Installation to drive monthly Installed Revenue Metrics as well as Net Promoter Score as set forth by company’s goals.
The FIM will be a secondary point of contact throughout the project and will communicate with customers as needed to ensure they are satisfied. This position will also support the recruiting efforts for sub-contractors within the territory. The FIM is responsible for ensuring the sub-contractor crews are performing to all Renewal by Anderson standards, set expectations, and assists with providing training and direction. The FIM will oversee a list of all current customers and will update the company central database on a consistent basis as needed. If an escalated issue arises, the FIM will immediately address the issue with the Installation Manager and visit the customer in person if needed. The FIM will maintain accountability and responsibility for ensuring that projects stay on track, and that any support necessary from the Office Staff is addressed by the assigned Installation Manager.
DUTIES AND RESPONSIBILITIES:
● Oversee initial training schedule for new IM’s and take lead in their progressive development
● Train new IM’s to take detailed measurements of residential window and doors
● Work with existing IM’s to further develop their ability to accurately measure and submit in a timely manner
● Provide constructive feedback to Installation Managers to foster continued growth and improvement
● Participate in performance management of existing IM’s and lead in additional training needed for improvement
● Recognizes situations that could impact customer expectations, job costs, and/or code performance and provide alternatives solutions that are needed to improve the business
● Attend Installation appointments independently and with the IM Team for Quality Assurance, and to provide guidance and feedback
● Respond to escalated customer issues and perform Job Site Visits as needed to create paths to resolution
● Keep team members informed of customer interactions and actions taken
● Ensure IM Team is Checking-in and Checking-out with the crews to review their projects each day, setting expectations, answering any questions, following-up with previous projects and any outstanding items are addressed
● Review paperwork from the IM Team to ensure accuracy, completeness, and timeliness. Review job costs and labor
● Attend Job Site Visits and to audit the crews performance, job status, and customer satisfaction
● Participate in Product Knowledge training with office staff to further their ability to assist customers remotely
● Facilitate remote assessments to diagnose issues at sales, measure, install, and service
● Work with the Director of Installation on any other projects to improve the IM and Installer team
● Work closely with DOI to create measurable processes for all existing and future Installation Manager survey.
QUALIFICATIONS:
● 5+ years of experience in residential construction
● 5+ years of experience in project management on the field with subcontractors
● Experience in the measuring, ordering, and installation of residential windows
● Independently manage, negotiate and evaluate contractors in the field
● Ability to lead, develop, train, and directly supervise Installation Managers and Field Crews
● Customer focus, experience and a commitment to delivering excellence in customer service
● Ability to resolve dispute or payment issue with impeccable professionalism
● Strong organizational skills to manage multiple assignments
● Must have basic computer skills including MS Word, Excel and Project
● Good character, professional appearance, excellent oral and written communication, team player,
strong work ethic
● Licensed California Driver and access to a reliable insured vehicle
PREFERRED QUALIFICATIONS:
● Knowledge or experience in home improvement
BENEFITS:
● $90,000 - 95,000 annually, plus ample bonus structure
● Car allowance + gas card + Fastrak
● Personal Time Off
● Paid Holidays
● Full Benefits: Medical, dental, vision, life insurance
● Company 401k
● Prorated Backup Family Care (10 day)
● Supplemental Student Loan Assistance
Interested in this exciting and rewarding challenge? If you are looking to take your career to the next level, please email your resume to
[email protected]!
DISCLAIMER: The above information on this description has been designed to indicate the general nature and level of work performed by employees in this classification. It is not designed to contain or be interpreted as an exhaustive list of all responsibilities, duties and qualifications required of employees assigned to this job.
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