Installation Supervisor

Job Description

Position Overview

The Installation Supervisor is responsible for overseeing the Installation and Order Verification Program. The Installation Supervisor works closely with the retail sales process to improve the quality of Pella installations and the customer experience. This includes monitoring of sub-contracted installers, developing of new installers, resolving installation disputes, and negotiating and monitoring installer payouts. Through job-site evaluation, the Installation Supervisor will ensure that Pella installation instructions are met and enforced while maintaining cost and time effective installation teams.

Responsibilities/Accountabilities includes the following but are not limited to:

• Work with the sub-contracted installers, field installation specialists, replacement sales consultants, and sales managers to ensure a positive customer experience.
• Manage installation and order verification capacity to meet customer demand.
• Work with Retail PC team to ensure cost and time effective scheduling of sub-contracted installation teams.
• Maintain the jobsite evaluation process to ensure that all requirements are being fulfilled and review any discrepancies.
• Confirm job-site suitability for the install process when needed and work with homeowner to resolve any discovered issues.
• Maintain all required insurance and licensing documentation for all sub-contracted installers.
• Oversee the payout system for installations including any back charges.
• Track installation performance by installer, maintain and periodically review with installers.
• Assist the installation team in early identification and formulation of a recovery plan as needed.
• Mediate customer installation concerns and visit jobsite(s) as needed to determine appropriate recovery process.
• Communicate effectively, both verbally and in written form, with customers, field installation specialists, installers and sales staff in such a way as to reduce confusion, increase understanding, and resolve disagreements.
• May be required to perform order verifications as needed to meet business needs.
• Responsible for the direct supervision of non-exempt team members as assigned. This includes, but is not limited to, selection, training, performance evaluation and development, skill assessment, discipline, payroll reporting, overtime scheduling, and all other misc. items that are involved in supervising this group.
• Responsible for the direct supervision of independent sub-contracted installation crews. This includes, but is not limited to, selection, training, performance evaluation and development, and all other misc. items that are involved in supervising this group.
• Analyzes data to help determine potential future business needs.
• Provides input and may prepare initial budgetary proposals for assigned cost centers.
• Responsible for influencing customer satisfaction and sales growth by creating an experience for our customers that exceeds their expectations in professionalism, helpfulness and ease.
• Frequent one-on-one contact with customers, branch sales force, vendors and all internal departments to oversee efficiency and customer satisfaction throughout the organization.

• Must be able to develop a high-level understanding of all Pella products and their applications.

• Must have problem solving abilities and the ability to think on his/her feet in order to appropriately resolve urgent service situations that arise in the general course of business.

• Demonstrates open communication and the ability to maintain professionalism at all times.

• Works collaboratively and creates a sense of trust and reliability with internal team and customers.

• Demonstrates a strong work ethic, flexible about hours, responsive to customer needs, willing to be available.

• Seeks out internal experts and utilizes their knowledge.

• Supports change and innovation within organization.

• Focused on details and follow through.

• Proficiency with Microsoft Office and smart devices, and ability to learn internal software programs and applications.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience

Bachelor's degree from four year college or university; or five to ten years related experience and/or training, or equivalent combination of education and experience. Active Contractors License preferred.

Language and Communication Skills

Excellent verbal and written English language skills are required as well as good public relations, public speaking, instructional/teaching, and customer service skills. Ability to read, interpret, understand and explain documents such as company policies and benefits. Ability to effectively present information to others, gather information from others, and respond appropriately to questions from employees, managers, co-workers, agents,…