Area Installation Specialist - Reno (Kramer)
Company: The Home Depot
Location: Reno
Posted on: January 24, 2023
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Job Description:
Position Description:
POSITION PURPOSE
The Area Installation Specialist (AIS) is responsible for assisting
with the customer experience throughout the install job life cycle.
This includes Pre-Installation Inspections (PIIs) which involves
assessing pre-existing conditions, performing measure affirmations
(order reviews), and re-measuring each assigned job to ensure the
contract's products and measurements are accurate and match the
customer's expectations prior to material ordering. The PII phase
can include adjustments to the job scope via Contract Amendments
(CAs). As the job progresses, the AIS will conduct Job Site
Inspections (JSIs) to review quality of work, conduct service
provider badging checks, and meet with customers to ensure the
install experience is consistent with THD standards. The JSI phase
will further include resolving customer complaints, making
decisions needed to prevent cycle-time delays, determining
additional work with the service provider, and approving or
escalating project changes prior to moving forward. At the end of
the install process the AIS will ensure all open items are
completed to the customer's satisfaction.
MAJOR TASKS, RESPONSIBILITIES AND KEY ACCOUNTABILITIES
35% Job Process Management - The AIS manages all interior and
exterior jobs from assigned area to include conducting
Pre-Installation Inspections (PIIs). PIIs involve assessing
pre-existing conditions, performing measure affirmations, and
re-measuring each job to confirm the contract's material and
pricing align with the initial measure from the sales team before
the job moves to material ordering. The AIS will initiate Contract
Amendments (CAs) as needed to ensure the job progresses
efficiently. After the installation begins, the AIS is responsible
for performing Job Site Inspections (JSIs) which includes
conducting service provider badge checks, inspecting the work to
ensure industry construction standards are adhered to, addressing
customer questions, ensuring work-in-progress CAs are obtained or
escalated as needed, and ensuring the overall install experience is
meeting or exceeding the customer's expectations. Manages timely
closure of all open services within assigned area. The AIS is
responsible for meeting or exceeding installed revenue, gross
margin, and iVOC goals.
25% Customer Experience - Initiates and maintains regular
communication with customers across the install life-cycle, ensures
timely customer follow-up, and resolves open questions or job
changes. Resolves job-in-process items such as scope of work
changes, add-labor items, and material needs, and escalates
decisions as appropriate to obtain resources or approvals to ensure
the customer experience is positive. Interacts directly with
customers on all matters related to the install process. Manages
open services and assigned Care Tickets to resolution. Partners
with the sales team to review differences on measures, product, and
job changes.
20% 3rd party Service Providers - Conducts job-in-process
inspections to ensure install standards are adhered to, reviews and
approves 3PL invoices & add-labor charges, and works with service
providers to resolve open issues that can delay or alter the
project.
20% Operations - Ensures efficient intake and management of all
open customer inquiries across the install life-cycle, resolves
open services, resolves jobs-on-hold, and as needed, coordinates
resolution with sales managers and sales consultants. Initiates as
part of the PII and JSI phases Contract Amendments (CAs) to resolve
measurement differences or change of scope requests to drive
efficient job life-cycle timelines. Uses reporting and related
systems to provide overall customer experience and accuracy at
install.
NATURE AND SCOPE
This position reports to the District Installation Manager
This position has 0 Direct Reports
ENVIRONMENTAL JOB REQUIREMENTS
Environment: Usually in a comfortable environment but with regular
exposure to factors causing moderate physical discomfort from such
things as dust, fumes or odors.
Travel: Typically requires overnight travel less than 10% of the
time. ESSENTIAL SKILLS:
MINIMUM QUALIFICATIONS
Must be eighteen years of age or older.
Must be legally permitted to work in the United States.
Additional Minimum Qualifications:
- Must pass drug test
- Must pass background check
- Must pass pre-employment test if applicable
Education Required:
The knowledge, skills and abilities typically acquired through the
completion of a bachelor's degree program or equivalent degree in a
field of study related to the job.
Years of Relevant Work Experience: 4 years
Physical Requirements: Requires intermittent periods during which
continuous physical exertion is required, such as walking,
standing, stooping, climbing, lifting material or equipment, some
of which may be heavy or awkward.
Additional Qualifications: This information indicates the general
nature and level of work performed by associates in this role. It
is not designed to contain a comprehensive inventory of all duties,
responsibilities, and qualifications required of associates
assigned to this role. This description supersedes any previous or
undated descriptions for this role. Management has the right to add
or change the duties of the position at any time.
Preferred Qualifications:
- Construction/home improvement industry experience
- Prior experience managing residential home improvement install
projects
Knowledge, Skills, Abilities and Competencies:
- Excellent communication skills
- Strong time management and organizational skills
- Strong negotiating skills
- Strong business acumen
- Problem solving and multi-tasking skills
- Collaborative leadership skills where strong value is placed on
partnerships We are an Equal Opportunity Employer and do not
discriminate against any employee or applicant for employment
because of race, color, sex, age, national origin, religion, sexual
orientation, gender identity, status as a veteran, and basis of
disability or any other federal, state or local protected
class.
Keywords: The Home Depot, Reno , Area Installation Specialist - Reno (Kramer), Other , Reno, Nevada
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