Sr. Installation Manager

Customer Service Escalation & Resolution 

• Review issues, contact consumers as needed, notate the order and next action to take/date of follow -up or resolution. Ensure items are resolved timely. 
• Work closely with Resolution Department on cause and cure of consumer and THD escalations. 

VOC Accountability

• Confers with managerial and technical personnel, other departments, and service providers to resolve problems, coordinate activities, and ensure customer satisfaction. 
• Coaches installation teams with poor attitude, actions, or quality with an action plan for immediate improvement. 

Capacity: Manage & Recruit

• Works with Installation Managers and Routing operation to maximize capacity and ensure efficiency. Identifies potential problems and develop realistic action plans for customer service representatives as it relates to scheduling.  

Cycle Time / Waivers

• Collects waivers from technicians daily, reviews for job completion and/or changes.
• Focuses on increasing capacity through recruitment of new installation teams to decrease cycle time 

Chargebacks / Markdowns 

• Ensures in-house installers, service personnel and inspectors’ gross margin objectives are achieved to satisfy monthly, quarterly and annual territory financial performance.
• Works within approved budget for markdowns and reduces ACS liability in chargebacks, develops and implements cost saving measures, contributes to profits and revenue, conserves organizational resources. 

Training & Development for Staff? 

• Promote a cooperative winning team attitude among installation managers/ expeditors. Recognize strengths and weakness in Installation Managers/ Project Coordinators so that they are properly utilized. 
• Recognize and intervene in any abrasive situations with installers, stores, customers, peers.  

THD relationship: Connectivity & Sales

• Maintain a working knowledge of THD platforms: HDConnect and I2G 
• Create and reinforce relationships with store personnel and territory managers 
• May be required to be on call after hours or work additional hours on an “as needed” basis.