Field Operations Specialist
Remote
| Employer: | Renewal by Andersen |
| Category: | Management |
| Job Type: | Full Time |
Description | |
|
Why Renewal by Andersen? True multi-taskers, our retail operations team is proud of the products we install and dedicated to going the extra mile for our homeowners every day. A reputation that stands apart We've long understood that a quality experience is in the details. All of the engineering and craftsmanship we put into our products would mean little without the very best teams to back them up with service, warranty, field operations, logistics, and customer service and support. Top-to-bottom expertise Our business isn't just making custom windows, it's providing a world-class homeowner experience at all touchpoints. True multi-taskers, every member of our retail operations team is dedicated to our products AND our process. A legacy of innovation Our operations teams are the lynchpin of our business, challenging themselves each day, recognizing and rewarding success, taking pride in their work, and honoring a legacy built on doing the right thing. Job Details Purpose: This position is responsible for developing, training, supporting and ensuring all Installation and Service procedures throughout the national RbA network. This position must collaborate with a broad cross-section of RbA departments and business associates including retail affiliate management, product development, factory quality, installation crews, service technicians and external contractors. Additionally, data analysis and knowledge development which focus on identifying and prioritizing product quality improvement needs and network process efficiencies are central to the position. These responsibilities will be achieved while supporting and representing the Brand and Brand promise through signature service, while delighting our internal and external customers. Responsibilities: -Participate, commercialize and lead in the development and facilitation of training programs and workshops for operation, installation, service and administrative leaders and technicians to improve their process and efficiencies. -Develop and commercialize educational materials to foster self-sufficiency through "The Link and "RenewU" to support operation, installation, service and administrative leaders and technicians -Lead and develop a field operations service/resolution program that will drive affiliate accountability as well improve and standardize the field operations team process. -Measure, drive and communicate efficiencies around remake, backlog, first time through, NPS excellence and first time through service through business intelligence, rbi, Medallia, and rForce. -Builds cooperative relationships with Renewal business units, field operations, manufacturing, RD&I, engineering, IT and retail locations from a customer focused and installation/service perspective -Collaborate with Regional Affiliate Management Teams to evaluate retail operation performance regarding Renewal retail agreements, policies, processes and standards linked to installation, product quality, signature service, and customer experience. -Work directly with RbA retailers and homeowners to resolve installation/service process issues, in a measurable timeline in order to ensure a positive customer experience. -Conducts periodic Installation/Service inspections through remote assessment as scheduled per complexity of the resolution. -Actively participates in the development process for new products and line extensions to ensure that the needs of the customer are addressed in the development of new products -May supervise installation and service personnel on large special assignment service projects, may lead cross functional teams. -Other duties as assigned by supervisor. Qualifications: -College Degree in business or related field preferred, or an equivalent combination of education and experience. -Five years national or regional field operations management experience. -Five years construction / window & door business experience preferred. -Minnesota State Class "A" Contractors license preferred. -Field sales, customer service, technical writing and publication, process development, and training experience desired. -Outstanding customer service skills, especially win/win problem solving and conflict resolution skills required. -Strong written and verbal communication skills with the ability to build relationships at all levels. -Travel up to 60% of time. | |