Field Support Manager

Summary

The Field Support Manager is responsible for driving revenue growth and enhancing the customer experience through direct interaction with Home Depot, installers, and consumers. This role represents multiple programs and requires a strong understanding of related products and installation services, as well as regular travel within and occasionally beyond the metro area. The primary focus of this position is to serve as a resource to Home Depot leadership and support installation activities to ensure an extraordinary customer experience. Installation work is not part of this role. Store connectivity, sales impact, and customer-first execution are core priorities, with regular in-store engagement, product knowledge events, relationship building with store leadership, and periodic job site inspections to support quality and installer performance.

Essential Functions

Customer Experience

• Acts as the point of contact and eventual resolution for customer concerns
• Serves as the spokesperson for Crew2 with customers
• Ensures that the customer experience is positive and satisfying; partners with installers to manage obstacles and delight customers
• When needed, works with local municipalities to ensure that necessary permits and other requirements for completing the installation are secured

Home Depot Store Interface & Sales Support

• Supports the growth of the Pro Flooring program through training and educating Pro Desk Associates at Home Depot stores
• Drives sales activities for Sell, Furnish and Install (SF&I) programs and store-based programs, including lead generation, open quote review, and collaboration with store associates to understand activities that create sales
• Acts as a resource and point of contact for Home Depot leadership
• Identifies opportunities for product and installation demonstrations and training; secures alignment with Crew2 Customer FIRST commitment; conducts demonstrations and training that engage store management and team members
• Initiates activities with store leaders and team members that fuel business, including running in-store contests and conducting product knowledge events; tracks frequency and impact of store visits
• Actively participates in store events that promote awareness of the Crew2 brand and commitment

Installer Engagement & Quality Support

• Conducts job site visits to review quality of work, performance, and compliance with service provider requirements
• Provides coaching to installers on best practices and opportunities for efficiency
• Engages in activities that attract new high-quality installers to Crew2, including developing strong relationships with existing service providers to cultivate referrals and promoting Crew2 in the community

Business & Operational Support

• Conducts monthly inventory counts for the business
• Performs other duties as assigned to support successful installations

Success Metrics

• Voice of the Customer (VOC) ratings (quarterly and annual)
• Store connectivity, including number of visits, value delivered through events, sales growth, and store engagement index
• Site visit, compliance, and quality inspection results
• Quality Service Provider leads

Qualifications

• Strong interpersonal skills with the ability to connect with a variety of people in ways that create positive outcomes; customer-focused mindset
• Willing and able to travel 25%–40% of the time
• Personal leadership skills with the ability to function autonomously while seeking assistance when needed
• Knowledge of Crew2 programs and services
• Building trades experience, including a background in remodeling or a related industry
• Strong problem-solving skills and experience
• Creative and resourceful approach to challenges
• Ability to manage multiple, sometimes conflicting demands
• Ability to communicate and collaborate across business groups to ensure efficiency and effectiveness