Home Depot Installation Management Specialist- Design Center in Gaithersburg, Maryland
The Home Depot Design Center (HDDC) Installation Management Specialist is responsible for the post-sale installation process of all HDDC projects in their portfolio including renovations, remodels, and design updates to ensure customer satisfaction. The incumbent coordinates with one or more service providers to set expectations for the project and ensures projects are completed in accordance with Home Depot’s established quality standards and timeframes. The HDDC Installation Management Specialist is the primary post-sale point of contact for customers and will maintain the project’s financial integrity by managing change orders and project exceptions such as markdowns/reworks. This position will represent the HDDC during the execution of work to all project related parties, including subcontractors, consultants, owners, vendors, and municipal agencies as required.
Major Tasks and Key Responsibilities
35% Process Management/Drive Results:
-Understands details and full scope of project being undertaken by customers; partners with one or more service providers to communicate customer expectations and align on schedules for timely project completion
-Works with providers to hold pre-construction meetings between designers, providers and customers to set appropriate expectations
-Maintains the project’s financial integrity by owning the change-order process including creating change orders and ensuring change orders are complied with by service providers
-Partners with service providers to resolve any open issues and hold service providers accountable for any reworks incurred due to workmanship or service issues
-Confirms service provider(s) are meeting goals of project and provide updates to customers during pivotal project milestones including: demo, cabinet install, each service provider’s completion point, and final punch-list with the customer
-Makes decision to change service providers on projects as necessary to ensure completion of quality workmanship
-Identifies repeat service provider issues and makes recommendations on potential need for changes to HDDC District Services Manager (DSM); notes capacity issues and identifies need for additional providers to DSM
20% Process Improvement/Coaching:
-Responsible for training Design and Sales team on remodel and construction processes; Attends monthly meetings to provide feedback to Design and Sales team on issues encountered; Provides feedback to ASM Sales & Design on repeated performance concerns resulting in post-sale issues
-Removes complexity for the customer by continually looking for ways to reduce issues and problem solve for the customer including creating new processes to be presented to ASM Installation Services and Store Manager for approval
-Looks for ways to constantly improve processes to ensure faster delivery of projects to customers including checking on field process effectiveness to drive backlog conversion, installer utilization, and consistency in a strong customer experience to drive high VOC rating
-Partners with other Installation Management Specialists to look for ways to improve processes across various providers
20% Customer Service/Communication:
-Communicates with customer to ensure provider resolving any customer issues; responsible for providing necessary information to Project Coordinator to create weekly project updates
-Handles all communication related to change orders including resetting customer expectations, explaining potential timeline impacts, obtaining signatures and payment for change order costs
-Responsible for resolving escalated customer issues with service providers in field; Approves customer satisfaction compensation at specified level or coordinates with HDDC leadership on any additional levels beyond set amount
15% Service Provider Selection:
-Works with Designers to ensure appropriate provider is selected based on job size and complexity; Reviews flagged bids to ensure in line with Home Depot cost expectations; At discretion, able to re-bid jobs with alternate service providers and select new provider for project
-Reviews complex bids with Designers to ensure completeness and no gaps are present in contracts
10% Self Development:
-Stays current on industry standards; including municipal & state code changes
-Proactively seeks knowledge on all products and services, routinely develops skills in related areas of expertise
Nature and Scope
This position reports to HDDC Assistant Store Manager.
This position has 0 direct reports.
Environmental Job Requirements
Typically in a comfortable environment but with regular exposure to factors such as temperature extremes, moving machinery, loud noise, extended driving and sitting, and fumes which cause noticeable discomfort or a moderate risk of accident or illness.
Must be eighteen years of age or older.
Must be legally permitted to work in the United States.
Education Required - The knowledge, skills and abilities typically acquired through the completion of a high school diploma and/or GED
Years of Relevant Work Experience - 5
Physical Job Requirements - Must continuously stand or walk or regularly requires lifting/handling/carrying material or equipment of moderate weight (8-20 pounds). Occasionally, inspection of work may require the ability to climb ladders and negotiate work areas under construction
Additional Qualifications -
Must be available to work evenings and weekends
- Bachelor’s degree in Construction or Civil related field (Ex: Civil Engineering, Construction Management, Construction Engineering Technology) preferred OR equivalent relevant experience
-7+ years of experience in residential remodel or construction projects with stable employment history and proven track record; General Contractor’s license a plus
-Knowledge of site work, utility infrastructure, structural building, mechanical and interior finishes
-A solid understanding of construction principles and techniques
-Ability to multi-task and handle multiple projects at a time
-Excellent communication skills, strong time management, and organizational skills
-Working knowledge of Microsoft Office Suite (MS Word, Excel, Outlook) and Project Management software
-Ability to work in a fast-paced environment, independently or with a team
Knowledge, Skills, Abilities and Competencies
Plans and Aligns
We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.