14 days old

INSTALLATION SERVICES MANAGER - SCHAUMBURG / CICERO

Schaumburg, IL 60193
\u003Cdiv data-field=\u0022Position_Description\u0022 class=\u0022Summary\u0022\u003E\u003Cp\u003E\u003Cstrong\u003EPOSITION PURPOSE\u003C/strong\u003E\u003C/p\u003E\u003Cp\u003EThe 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\u0026nbsp;\u003Cstrong\u003EIssue Resolution\u003C/strong\u003E\u0026nbsp;as it is related to Home Depot\u0027s Installation services.\u0026nbsp;\u003Cbr /\u003E \u003Cbr /\u003E \u003Cstrong\u003EMAJOR TASKS, RESPONSIBILITIES AND KEY ACCOUNTABILITIES\u003C/strong\u003E\u003C/p\u003E\u003Cul\u003E\u003Cli\u003E\u003Cstrong\u003EService Provider Quality Management\u003C/strong\u003E\u0026nbsp;- develop and maintain professional customer and Service Provider (SP) relationships. Responsible for the recruitment, assignment, retention and quality assurance of SP\u0027s 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.\u003C/li\u003E\u003Cli\u003E\u003Cstrong\u003EBranch/Store Support\u003C/strong\u003E\u0026nbsp;- 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.\u003C/li\u003E\u003Cli\u003E\u003Cstrong\u003EIssue Resolution\u003C/strong\u003E\u0026nbsp;- 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.\u003C/li\u003E\u003C/ul\u003E\u003Cp\u003E\u003Cstrong\u003E\u0026nbsp;\u003C/strong\u003E\u003C/p\u003E\u003Cp\u003E\u003Cstrong\u003ENATURE AND SCOPE\u003C/strong\u003E\u003Cbr /\u003E Position Reports to: Branch Installation Manager Number of Direct Reports: 0\u0026nbsp;\u003Cbr /\u003E \u003Cbr /\u003E \u003Cstrong\u003EENVIRONMENTAL JOB REQUIREMENTS\u003C/strong\u003E\u003Cbr /\u003E 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.\u0026nbsp;\u003Cbr /\u003E \u003Cbr /\u003E \u003Cstrong\u003ETRAVEL\u003C/strong\u003E\u003Cbr /\u003E Typically requires overnight travel less than 10% of the time.\u003C/p\u003E\u003C/div\u003E\u003Cdiv data-field=\u0022Postion_Requirement\u0022 class=\u0022Requirement\u0022\u003E\u003Cp\u003E\u003Cstrong\u003EMINIMUM QUALIFICATIONS\u003C/strong\u003E\u003Cbr /\u003E Must be eighteen years of age or older\u003C/p\u003E\u003Cp\u003EMust be legally permitted to work in the United States.\u003Cbr /\u003E \u003Cbr /\u003E \u003Cstrong\u003EEDUCATION REQUIRED\u003C/strong\u003E\u003Cbr /\u003E The knowledge, skills and abilities typically acquired through the completion of a high school diploma and/or GED.\u0026nbsp;\u003Cbr /\u003E \u003Cbr /\u003E \u003Cstrong\u003EYEARS OF RELEVANT WORK EXPERIENCE - 03\u003C/strong\u003E\u003Cstrong\u003E\u0026nbsp;\u003C/strong\u003E\u003Cbr /\u003E \u003Cstrong\u003E\u003Cbr /\u003E \u003Cstrong\u003EPHYSICAL JOB REQUIREMENTS\u003C/strong\u003E\u0026nbsp;\u003C/strong\u003E\u003Cbr /\u003E Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions there may be a need to move or lift light articles.\u0026nbsp;\u003Cbr /\u003E \u003Cbr /\u003E \u003Cstrong\u003EADDITIONAL REQUIREMENTS\u003C/strong\u003E\u003Cstrong\u003E\u0026nbsp;\u003C/strong\u003E\u003Cbr /\u003E \u0026bull; Strong communication skills (written and verbal) -proven customer interaction \u0026bull; Project management skills/leadership skills \u0026bull; Experience in residential remodel project \u0026bull; Management and problem solving skills\u0026nbsp;\u003Cbr /\u003E \u003Cbr /\u003E \u003Cstrong\u003EPREFERRED QUALIFICATIONS\u003C/strong\u003E\u003Cbr /\u003E \u0026bull; Knowledge or experience in the retail store environment, home improvement industry or general construction industry \u0026bull; Experience in residential remodel project management\u0026nbsp;\u003Cbr /\u003E \u003Cbr /\u003E \u003Cstrong\u003EKNOWLEDGE, SKILLS, ABILITIES AND COMPETENCIES\u003C/strong\u003E\u003Cbr /\u003E \u0026bull; Creates customer-focused environment, provided excellent customer service, sees business through the eyes of the customer \u0026bull; Ability to identify root causes and solve issues with a high sense of urgency and detail \u0026bull; Excellent communication skills. Able to communicate at all levels. \u0026bull; Proven ability to negotiate and manage issues/conflicts \u0026bull; Basic to intermediate computer skills, knowledge of Microsoft Office programs \u0026bull; Strong organizational skills, strong time, workload and project management skills \u0026bull; Self motivated.\u003C/p\u003E\u003C/div\u003E

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Posted: 2019-11-07 Expires: 2019-12-11

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INSTALLATION SERVICES MANAGER - SCHAUMBURG / CICERO

Home Depot
Schaumburg, IL 60193

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