Area Installation Specialist - Shrewsbury, MA

Position Purpose

The Area Installation Specialist (AIS) is responsible for assisting with the customer experience throughout the install job life cycle. This includes performing technical measures, assessing pre-existing conditions, and performing product affirmations. 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.

Responsibilities further include resolving customer complaints, making decisions needed to prevent cycle‑time delays, working with service providers to resolve issues, 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.

• 25% Customer Experience
  :
  Initiates and maintains regular communication with customers across the install life‑cycle, ensures timely customer follow‑up, 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;
  Manages open services and assigned Care Tickets to resolution.
• 60% Job Process Management
  :
  Manages all jobs from assigned area and product category; assesses pre‑existing conditions, performs product affirmations, and performs technical measures; after the installation begins, conducts Job Site Inspections (JSIs) which includes service provider badge checks, inspecting the work for construction standards, addressing customer questions, ensuring job scope changes are documented, and ensuring the overall install experience meets or exceeds the customer's expectations;
  
  manages timely closure of all open services within assigned area.
• 15% Operations
  :
  Assists in management of customer inquiries across the install life‑cycle, resolves open services, resolves jobs‑on‑hold; initiates 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.

• Reports to District Installation Manager
• No Direct Reports

• Requires overnight travel less than 10% of the time.

• Requires intermittent periods of continuous physical exertion such as walking, standing, stooping, climbing, lifting material or equipment, some of which may be heavy or awkward.

• Comfortable environment with regular exposure to moderate physical discomfort from dust, fumes, or odors.

• Must be eighteen years of age or older.
• Must be legally permitted to work in the United States.
• Must pass pre‑employment test if applicable.

• Construction/home improvement industry experience.
• Prior experience managing residential home improvement install projects.

• 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.

• No additional education required.

• 5 years.

• No additional years of experience required.

• None.

• None.

• None.

• Action Oriented
• Business Insights
• Collaborates
• Communicates Effectively
• Customer Focus
• 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.

Salary: $22.00 - $30.00