INSTALLATION SERVICES MGR - CHAMPAIGN - Full-time / Part-time

 Home Depot Exteriors is responsible for the Installation of premium Roofing, Siding, and Windows remodeling products offered in over 26 markets.  The Installation Services Manager (ISM) is a critical role in the Home Services organization at The Home Depot.  ISMs cover up to 3 districts based on geography. Their primary responsibilities are to drive quality and customer service through management of the relationship with Service Providers (installer companies) bases on geographic location, relative skills and capabilities, ensuring store connectivity and driving Issue Resolution as it is related to Home Depot's Installation services.  The ISM is responsible for the fulfillment of the project after the point of sale.  They are also responsible for hiring and managing Service Providers.  The function is also responsible for ensuring results meet and exceeds performance standards and metrics relating to timely completion of jobs, minimal service issues and installing 100% of backlog within the branch. The Installation Services Manager is also responsible for installer capacity and quality installations.   

MAJOR TASKS, RESPONSIBILITIES AND KEY ACCOUNTABILITIES

• Service Provider Quality Management - develop and maintain professional customer and Service Provider (SP) relationships. Responsible for the recruitment, assignment, retention and quality assurance of SP's within the assigned market area. Negotiate terms of contracts with SPs. Authorized to provided immediate feedback to SPs on discretionary project modifications to improve result performance. Conduct job site inspections and evaluations of the final product delivered by the SPs. Execute consistent monthly Quality Reviews with select SPs to drive high customer service.
• Branch/Store Support - Communicates with Branch Management, Sales Managers and Project Coordinators to drive customer service metrics of cycle time and VOC. Responsible for cost controls of materials and labor charges. May act as an interface with Sales and Store associates to provide technical training and support. Support lead generation events. Partner with Sr. Leadership to execute Program initiatives. Escalates potential program gaps by engaging business reviews and developing attack plans for under-performing areas.
• Issue Resolution - Provides accurate, swift resolution of escalated customer issues. Uses independent judgment for managing unexpected cost increases (due to additional labor and/or materials) and for customer satisfaction adjustments. Accountable for job cost and gross margin, coaches store management, store associates and installers on proper and quick resolution. Performs in-home inspections as needed.

NATURE AND SCOPE
Position Reports to: Branch Installation Manager Number of Direct Reports: 0

ENVIRONMENTAL JOB REQUIREMENTS
Typically located in a comfortable indoor area. There may be regular exposure to mild physical discomfort from factors such as dust, fumes or odors, temperature extremes, loud noise, strong drafts, or bright lights.

TRAVEL
Typically requires overnight travel less than 10% of the time

Standard Minimum Qualifications: 
Must be eighteen years of age or older. 
Must pass the Drug Test. 
Must pass Background Check. 
Must pass pre-employment test if applicable. 

Additional Minimum Qualifications: 

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. 

Work Experience Required: 3

Minimum Age Override: 0 

Certifications & Licenses: Dependent on state/municipality laws. 

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: Must be flexible with schedule and able to work nights, weekends and holidays. 

Preferred Qualifications: Prior management of a commissioned sales team Prior home improvement industry experience or in-home sales experience Prior experience with successful lead generation. Computer and application skills and use of varied technology (email, iPad and apps, etc)

Knowledge, Skills, Abilities and Competencies: Ability to think, plan and act strategically Ability to motivate a commissioned sales force Strong communication skills, both verbal and written Negotiation skills Collaborative, team-builder leadership style