I’m ready. I want a challenge. I want the chance to work in a successful company who lives their corporate values. I’m ready to make my mark.
Are you ready?
We are currently looking for an Installation Manager for our Direct Consumer department.
The Installation Manager is the primary operations contact for the Renovations Installations. This individual is the primary customer contact for operational escalations and quality concerns. Additionally, leading, managing administering and monitoring the overall performance of AWW third party installations crews is a core aspect of the role. The key function for this position is to provide high levels of customer satisfaction while maintaining cost effective installation teams.
Responsibilities will include:
Responsible for front line field management leadership on renovation customer service standards.
Ensure all customers receive the highest level of service.
Effective communication with customers.
Coach installation crews on AWW standards for customer service.
Monitor & audit crews for overall customer satisfaction performance
Resolve customer issues with the Customer Service Supervisor balancing AWW reputation with cost implications of the solution.
Review customer satisfaction surveys on each installer and act upon the results to improve overall performance.
Regular scheduled site visits to assist in delivering a “Wow” customer experience
Partner and build strong relationships with AWW Renovation Sales Team to maximize customer satisfaction
Follow up on installation customer service issues to ensure quick and satisfactory resolution
Ensure the branch has secured the services of competent and effective sub-contractor installation crews.
Train all installation crews on AWW standards and processes.
Monitors installation team performance for adherence to established work standards through site visits and audits.
Ensure all crews have appropriate development plans in place, as required
Ensure ongoing feedback is provided to the crews on their performance to current any deficiencies.
Monitor & correct any variance from defined timelines for remeasures, invoicing, warranty work etc. With the installation crews.
Partner with the Customer Service Supervisor to forecast capacity requirements to meet AWW Renovations timelines for installation
Process all installer invoices for payment tracking any variance to the remeasure.
Monitor, track & communicate all installer chargeback’s to both the installers and Customer Service Supervisor prior to bi-weekly payouts.
Monitor, track & communicate all sales chargeback’s to the Customer Service Supervisor prior to month end.
Be the primary initial customer contact on RMA’s
Evaluate and access the completion rate of all installation crews and put action plans in place to improve if required.
Keep install files up to date for all WCB, health & safety and other administrative requirements.
Actively compare AWW installer pay structure to current industry levels and competitors. Make recommendations to Operations and Sales Managers if pricing is not correct.
Assist AWW Management to establish clear corporate standards and processes for renovation installations.
Increase the knowledge and understanding of internal support and sales staff on the installation processes in the field to help set clear customer expectations.
Attends & contributes to Gemba walks as scheduling permits.
Maintain effective health and safety training & standards at all installation sites in compliance with AWW policies
Ensure 100% training of all installation crews on AWW policies.
Have appropriate audit documentation as required by AWW health & safety guidelines.
Build & support strong relationships with the service technicians & Customer Service Supervisor to ensure cooperation and execution of all Renovation related issues
Partner with Sales Manager to provide the necessary support to maximize sales and customer satisfaction.
Complete required self-study and/or assigned formal training programs to enhance qualifications and to meet established goals and objectives
Primary Qualifications Preferred:
Diploma in Construction Management, or Journeyman ticket in an applicable trade preferred.
Equivalent combination of education and experience may also be considered in lieu of post-secondary education
Has or is willing to attain Installation Masters Training certification
Minimum of 3-5 years window and door renovation experience
Solid understanding of the technical aspects of construction practices specific to window and door installation and home renovations
Sound leadership, staff management, and teambuilding skills.
High degree of resourcefulness, flexibility, and adaptability preferably gained from a complex retail installation environment
Strong negotiation and prioritization skills.
Able to effectively communicate both verbally and in writing.
Effective communication skills with individuals at all levels of the organization.
Some experience managing budgets.
Strong customer service and troubleshooting skills.
Demonstrated business administration skills
Proficient within an Internet and Windows environment
Knowledge of window and door products
Status of Position:
Work hours: Monday to Friday 7:30 am to 4:30 pm
Founded in 1978, All Weather Windows operates Customer Solution Centers across Western Canada with manufacturing plants headquartered in Edmonton, Alberta.
If you are interested and possess the appropriate qualifications, please apply online at www.allweatherwindows.com/careersWe thank all applicants for their interest; however, only candidates selected for interview will be contacted.