Installation Supervisor

Pella Corporation; Orlando (FL); On-site; USD 85,000 - 105,000; Full time

Job summary

Pella Corporation seeks an Installation Supervisor to oversee the Installation and Order Verification Program, closely collaborating with the retail sales process to elevate the quality of Pella installations and the customer experience.

Responsibilities include monitoring sub-contracted installers, developing new installers, resolving disputes, and ensuring installers meet installation instructions while maintaining cost and time efficiency. Bachelor's degree and licensing considerations apply.

Qualifications

• Bachelor’s degree from four-year college or university; or five to ten years related experience and/or training, or equivalent combination of education and experience.
• Active Contractors License preferred.
• Excellent verbal and written English language skills and customer service abilities.
• Must be a team player, proactive, self-disciplined, and able to meet deadlines.
• Ability to learn internal software programs and applications; proficient with Microsoft Office and smart devices.

Responsibilities

• Oversee the Installation and Order Verification Program and ensure quality installations and customer experience.
• Monitor sub-contracted installers and payouts; negotiate and enforce installation standards.
• Manage installation and order verification capacity to meet customer demand.
• Ensure cost/time effectiveness of scheduling sub-contracted teams.

Skills

Problem solving

Communication

Team player

Take-charge attitude

Organizational skills

Education

Bachelor’s degree

Contractor License (Active) preferred

Tools

Microsoft Office

Smart devices

Job description

The Installation Supervisor is responsible for overseeing the Installation and Order Verification Program. The Installation Supervisor works closely with the retail sales process to improve the quality of Pella installations and the customer experience. This includes monitoring of sub-contracted installers, developing of new installers, resolving installation disputes, and negotiating and monitoring installer payouts. Through job-site evaluation, the Installation Supervisor will ensure that Pella installation instructions are met and enforced while maintaining cost and time effective installation teams.

Responsibilities/Accountabilities

includes the following but are not limited to:

• Work with the sub-contracted installers, field installation specialists, replacement sales consultants, and sales managers to ensure a positive customer experience.
• Manage installation and order verification capacity to meet customer demand.
• Work with Retail PC team to ensure cost and time effective scheduling of sub-contracted installation teams.
• Maintain the jobsite evaluation process to ensure that all requirements are being fulfilled and review any discrepancies.
• Confirm job-site suitability for the install process when needed and work with homeowner to resolve any discovered issues.
• Maintain all required insurance and licensing documentation for all sub-contracted installers.
• Oversee the payout system for installations including any back charges.
• Track installation performance by installer, maintain and periodically review with installers.
• Assist the installation team in early identification and formulation of a recovery plan as needed.
• Mediate customer installation concerns and visit jobsite(s) as needed to determine appropriate recovery process.
• Communicate effectively, both verbally and in written form, with customers, field installation specialists, installers and sales staff in such a way as to reduce confusion, increase understanding, and resolve disagreements.
• May be required to perform order verifications as needed to meet business needs.
• Responsible for the direct supervision of non-exempt team members as assigned. This includes, but is not limited to, selection, training, performance evaluation and development, skill assessment, discipline, payroll reporting, overtime scheduling, and all other misc. items that are involved in supervising this group.
• Responsible for the direct supervision of independent sub-contracted installation crews. This includes, but is not limited to, selection, training, performance evaluation and development, and all other misc. items that are involved in supervising this group.
• Analyzes data to help determine potential future business needs.
• Provides input and may prepare initial budgetary proposals for assigned cost centers.
• Responsible for influencing customer satisfaction and sales growth by creating an experience for our customers that exceeds their expectations in professionalism, helpfulness and ease.
• Frequent one-on-one contact with customers, branch sales force, vendors and all internal departments to oversee efficiency and customer satisfaction throughout the organization.

Skills/Knowledge:

• Must be able to develop a high-level understanding of all Pella products and their applications.
• Must have problem solving abilities and the ability to think on his/her feet in order to appropriately resolve urgent service situations that arise in the general course of business.
• Demonstrates open communication and the ability to maintain professionalism at all times.
• Works collaboratively and creates a sense of trust and reliability with internal team and customers.
• Demonstrates a strong work ethic, flexible about hours, responsive to customer needs, willing to be available.
• Seeks out internal experts and utilizes their knowledge.
• Supports change and innovation within organization.
• Focused on details and follow through.
• Proficiency with Microsoft Office and smart devices, and ability to learn internal software programs and applications.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience

Bachelor’s degree from four-year college or university; or five to ten years related experience and/or training, or equivalent combination of education and experience. Active Contractors License preferred.

Language and Communication Skills

Excellent verbal and written English language skills are required as well as good public relations, public speaking, instructional/teaching, and customer service skills. Ability to read, interpret, understand and explain documents such as company policies and benefits. Ability to effectively present information to others, gather information from others, and respond appropriately to questions from employees, managers, co-workers, agents, customers, and the general public. Must be able to listen, assess and diagnose hidden meanings, and empathize. Must be able to resolve conflict in the best interests of the business and our customers. Must display excellent phone and email etiquette, and the ability to communicate in a professional manner. Must be able to make eye contact and present appropriate persona for the situation when interacting with fellow employees or waiting on a customer/visitor in person on a regular and consistent basis.

Professional Skills

Must be a team player and exhibit a strong desire to learn and promote self-growth. Must be pro-active, have a good attitude, be self-disciplined, and self-motivated. Must be a "take-charge" person with a demonstrated ability to follow projects through to completion. Attention to administrative detail is required. Must be articulate, able to give clear instructions, demonstrate organizational skills, and meet reasonable deadlines. Must be able to maintain strict confidence with regards to sensitive and protected personnel/confidential information. Must be able to gain trust, respect, and confidence of employees and managers. Must be able to hold firm when necessary, provide constructive feedback, and compromise when called for. Must present in a clean and neat physical appearance and strictly abide by company dress code serving as a role model for other employees, customer and visitors.

Mathematical and Reasoning Skills

Must have ability to understand and communicate basic math associated with operational costs and/or revenue. Must have the ability to interpret financial reports and commonly used company performance reporting methods.

Must have ability to solve practical problems without close supervision. Must be able to determine appropriate resolution in dealing with employee concerns and questions and set appropriate boundaries. Must possess good thought processes, problem-solving skills, and investigative theory. Must be able to use sound judgment and make objective decisions in the company's best interest at all times. Must be able to demonstrate ability to synthesize people and events, problem-solve, and engage individuals in effective conversation.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit and use hands to finger, handle, or feel, especially with use of the phone and computer. The employee frequently is required to reach with hands and arms and talk or hear especially in use of the telephone and meetings. The employee is occasionally required to stand, walk, stoop, kneel, crouch, or crawl. The employee may occasionally lift and or move up to 25 lbs. Specific vision abilities required by this job include close vision, and ability to adjust focus to read written company forms, correspondence, policies, brochures, state/local/federal employment law manuals, and other documents and reading materials as well as the computer.

Must be available to work outside a "normal" work week (overtime) as necessary, including evenings and weekends.

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals to perform the essential functions.

Primary work location will be the designated at the time of hire. The employee will be required to enter the company's warehouse located at same address or other locations on a regular basis. There may be occasions whereby work locations will include Trade shows or other showroom locations. There may also be occasions when the employee will be expected/able to perform duties at home such as reading professional and/or research materials, making and accepting phone calls, composition of forms, correspondence, reports, etc. on the computer. The noise level in the work environment is usually low to moderate in the administrative office and moderate in the warehouse.