Installation Escalation & Resolution Lead

Pella Mid-Atlantic

Beltsville (MD)

On-site

USD 75,000 - 110,000

Full time

2 days ago

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Job summary

Pella Mid-Atlantic seeks an Installation Resolution Manager to lead complex customer escalations during window and door installations. The role blends field installation knowledge with strong communication and conflict‑resolution skills to identify root causes, drive solutions, and ensure customer satisfaction.

The position focuses on reducing escalations handled by Field Supervisors while protecting company standards, processes, and business objectives.

Qualifications

High school diploma or equivalent is required.
Significant hands-on field experience with residential window and door installation.
Demonstrated knowledge of installation practices, jobsite conditions, and common installation challenges.
Experience working directly with homeowners or customers.
Experience managing difficult, escalated customer situations.
Experience collaborating across multiple operational teams.

Responsibilities

Serve as the primary point of contact for assigned escalated customers throughout the installation process.
Take ownership of escalated customer concerns from initial contact through final resolution.
Proactively engage customers when issues could impact their experience.
Listen to concerns, acknowledge the experience, and set clear resolution expectations.
De-escalate challenging situations with professionalism and empathy.
Communicate timely updates and document actions and outcomes.
Coordinate cross-functional actions to resolve issues and prevent recurrence.