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Installation Execution Supervisor

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Customer Service
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21001487 Requisition #

***This is a remote position. May work remotely from most locations in Central and Eastern United States.

Position Overview
The Install Execution Supervisor is responsible for managing multiple installation projects from the point of sale through final project close-out to maximize customer satisfaction, and project profitability. May contribute to project acquisition efforts in partnership with sales staff. Represents Pella across all project phases, with primary responsibility during the construction phase of building projects including ensuring a first-class experience with customers relating to installation, service, and project close-out.
 
Responsibilities/Accountabilities includes the following, but not limited to:
  • Provide necessary in-house and field support for prospective and ongoing projects
  • Oversee delivery and installation with project coordinator, customer and installer
  • 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.
  • Establish deadlines, assign responsibilities, monitor and summarize progress of projects throughout completion.
  • Identify solutions to unforeseen challenges that arise during the project cycle
  • Must attend pre-installation meetings to ensure contractor, architect, and installers all understand how to install Pella products in line with the shop drawings or published installation instructions, as needed
  • Coordinate sub-contracted labor, as needed
  • Ensure lead-safe installation procedures are followed when applicable
  • Ensuring maximum install capacity by deploying resources and leveraging install time appropriately
  • Provide leadership to the Install Execution Coordinators in support of the sales branch net sales goals
  • Proactively uncover service challenges and coordinate with the Service team to provide solutions to the service challenges
  • Promotes and facilitates continuous improvement activities in the department
  • Provide outstanding customer service, oversee and take responsibility of all service events to ensure satisfactory completion when necessary.
  • Work with the project coordinators to provide all close-out documentation at the appropriate timing required (service manuals, warranties, etc.)
  • Manage the relationship with the site supervisors and maintain Pella in good standing with our customers in the field
  • Mediate customer installation concerns--- visit jobsite to determine appropriate recovery process
  • Recognize potential site problems and identify solutions with on-site personnel and contractor
  • May be required to obtain local or state contractor’s license
 
Skills/Knowledge:
  • Understands architectural blueprints and details
  • Ability to field measure complex jobs, must have knowledge and experience to take and record accurate measurements.
  • Understands Architectural specifications & terminology
  • Interpersonal skills
  • Strong construction knowledge
  • Must have outstanding problem-solving skills and the ability to demonstrate a high level of responsiveness towards urgent customer issues
  • Must exhibit superior communication skills and the ability to maintain professionalism in times of great adversity and pressure
  • Works collaboratively and creates a sense of trust and reliability with internal team and customers
  • Demonstrates a strong work ethic and flexibility towards the needs of the business
  • Leverage the expertise of other internal team members as appropriate
  • Champions change and innovation within the organization
  • Focused on details and follow through
  • Proficiency with Microsoft Office, smart devices, and the ability to learn proprietary software programs and applications
  • Adaptability to daily changing situations
  • Ability to multi-task
Qualifications
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The qualifications, physical demands and work environment characteristics listed below are representative of the knowledge, skill, and/or ability required to successfully perform the job.   Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 
 
Education and/or Experience
Bachelor's degree from a four-year college or university within the disciplines of Project Management, Construction or Engineering or an Associate’s Degree within the same disciplines and a minimum two years construction or estimating experience; or an equivalent combination of education and experience. Prior knowledge of general construction applications and terminology and/or window and door applications or components is required. Prior experience with power tools is required.
 
Language and Communication Skills
Excellent verbal and written English language skills are required as well as good instructional/teaching, and customer service skills. Ability to read, interpret, understand and explain documents such as construction contract documents including architectural drawings, specifications, shop drawings, and construction contracts. 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 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. Ability to write field reports, business correspondence, and provide others direct instruction related to construction practices and procedures.
 
Professional Skills
Must be a team player and exhibit a strong desire to learn and promote self-growth.  Must be pro-active, self-disciplined, self-motivated, and have a demonstrated ability to follow projects through to completion.  Attention to detail is required.  Must be able to demonstrate organizational skills, prioritize tasks, and meet deadlines.  Must be able to develop trust and confidence of customers, coworkers and managers. Must present in a clean and neat physical appearance.  Must be able to investigate issues and resolve conflict in the best interests of the business and our customers. Must be able to determine appropriate resolution in dealing with employee concerns and questions and set appropriate boundaries. Must be able to maintain strict confidence with regards to sensitive and protected personnel/confidential information.
 
Reasoning Abilities
Ability to solve practical and arithmetic problems and deal with a variety of concrete variables in situations where only limited standardization exists.  Ability to perform calculations using units of money, time, measurement, discounts, interest, commissions, proportions, percentages, area, circumference and volume, etc.  Ability to apply basic concepts of algebra, geometry and general business math.  Ability to read a tape measure and read scaled architect drawings. 
Must have ability to solve practical problems without close supervision. Must possess good thought processes, problem-solving skills, and investigative theory. Must always be able to use sound judgment and make objective decisions in the company’s best interest. 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 with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to use hands to finger, handle, or feel and talk or hear.  The employee frequently is required to stand and sit.  The employee is occasionally required to walk; reach with hands and arms; climb or balance; and stoop, kneel, crouch, or crawl.  The employee must occasionally lift and/or move more than 100 pounds.  Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus
Travel
Must be able to drive to job sites and customer/contractor locations and required company functions at various locations.
 
WORK ENVIRONMENT
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 company warehouse facilities and customer job sites. The employee will be required to enter the company's warehouse located at same address or other locations on a regular basis. The noise level of this job is typically moderate to loud. Temperature fluctuates with seasons. This employee is frequently exposed to power tools and moving mechanical parts.

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