Area Installation Specialist Grand Rapids, MI

The Home Depot; Grand Rapids (MI); On-site; USD 55,000 - 75,000; Full time

Job summary

The Home Depot is seeking an Area Installation Specialist to support the customer experience through the full install life cycle, from pre-install measures to site checks and final item closure.

You will perform job site inspections, ensure work aligns with THD standards, coordinate with service providers, resolve issues, and escalate changes to keep projects on track and customers satisfied.

Qualifications

• Must be legally eligible to work in the United States.
• Bachelor's degree or equivalent in a related field.
• Minimum 5 years of experience in installation or home improvement projects.
• Construction/home improvement industry experience preferred.

Responsibilities

• Maintain regular communication with customers across the install life-cycle and resolve open questions or changes.
• Manage all jobs in assigned area, perform site inspections and ensure quality and safety standards.
• Address customer inquiries and drive efficient job life-cycle timelines while coordinating with service providers.

Skills

Action Oriented

Communicates Effectively

Customer Focus

Time Management

Problem Solving

Collaborates

Collaborative Leadership

Business Acumen

Negotiating Skills

Business Insights

Education

Bachelor's degree or equivalent

Job description

Position Purpose

The Area Installation Specialist (AIS) is responsible for assisting with the customer experience throughout the install job life cycle. This includes performing technical measures, assessing pre-existing conditions, and performing product affirmations The AIS will conduct Job Site Inspections (JSIs) to review quality of work, conduct service provider badging checks, and meet with customers to ensure the install experience is consistent with THD standards. Responsibilities will further include resolving customer complaints, making decisions needed to prevent cycle-time delays, working with service providers to resolve issues, and approving or escalating project changes prior to moving forward. At the end of the install process the AIS will ensure all open items are completed to the customer's satisfaction.

Key Responsibilities

• 25% Customer Experience - Initiates and maintains regular communication with customers across the install life-cycle, ensures timely customer follow-up, and resolves open questions or job changes; Resolves job-in-process items such as scope of work changes, add-labor items, and material needs, and escalates decisions as appropriate; Manages open services and assigned Care Tickets to resolution
• 60% Job Process Management - The AIS manages all jobs from assigned area and product category; This will involve assessing pre-existing conditions, performing product affirmations, and performing technical measures; After the installation begins, the AIS is responsible for performing Job Site Inspections (JSIs) which includes conducting service provider badge checks, inspecting the work to ensure industry construction standards are adhered to, addressing customer questions, ensuring job scope changes are documented, and ensuring the overall install experience is meeting or exceeding the customer's expectations; Manages timely closure of all open services within assigned area
• 15% Operations - Assists in management of customer inquiries across the install life cycle, resolves open services, and resolves jobs-on-hold; Initiates change of scope requests to drive efficient job life-cycle timelines; Uses reporting and related systems to provide overall customer experience and accuracy at install

Direct Manager/Direct Reports

• This position typically reports to District Installation Manager
• This position has 0 Direct Reports

Travel Requirements

• Typicaly requires overnight travel less than 10% of the time.

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.

Working Conditions

• Usually in a comfortable environment but with regular exposure to factors causing moderate physical discomfort from such things as dust, fumes or odors.

Minimum Qualifications

• Must be eighteen years of age or older.
• Must be legally permitted to work in the United States.
• Must pass pre-employment test if applicable

Preferred Qualifications

• Construction/home improvement industry experience.
• Prior experience managing residential home improvement install projects.

Minimum Education

• 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.

Preferred Education

• No additional education

Minimum Years Of Work Experience

• 5

Preferred Years Of Work Experience

• No additional years of experience

Minimum Leadership Experience

• none

Preferred Leadership Experience

• none

Certifications

• None

Competencies

• Action Oriented
• Business Insights
• Collaborates
• Communicates Effectively
• Customer Focus
• Strong time management and organizational skills
• Strong negotiating skills
• Strong business acumen
• Problem solving and multi-tasking skills
• Collaborative leadership skills where strong value is placed on partnerships