Job Description:
Company: The Home Depot
Job ID: 62673
Position Title: District Services Mgr
Working Location: NE - Omaha
Employment Status: Full-Time
Required Experience: 3+ years
Required Education: HS Diploma/GED
Travel Required: 75-100%
Job Description:
Position Purpose
Responsible for negotiating and overseeing installation of contracts and ensures the customer receives timely and professional service during the installation process. Applies product and procedural knowledge, project management and customer service problem resolution skills to all phases of the installation management process. Drive profit from installed programs through service delivery and quality assurance across assigned zone. Accountable for metrics such as capacity, cycle time, QOB and voice of customer scores.
Major Tasks, Responsibilities and Key Accountabilities
Provides on-site installer visits to ensure quality and acts as the customer's point person through the installation process. Authorized to provide immediate and corrective feedback to installers to improve performance including hiring/termination of external installers; conducts daily visits to customer sites to assess service provider performance and customer satisfaction; meets with customers as required to ensure customer expectations are being met; conducts daily random quality assurance visits to ensure compliance to quality and performance standards; responds to urgent dispatched calls from contact center and escalated customer issues within 4 hours of notification; executes change orders as required; authorizes installer charge-backs; reassigns new installers; provides project management to ensure installations are executed efficiently.
Acts as primary interface with store personnel, expeditors and contact centers and as an escalation point for customer issues at installation and post-installation; acts as the single point of contact for the store for customer issues requiring a site visit; communicates with store expeditors daily to assess program and service provider performance; meets with store management weekly to respond to store needs or concerns relative to services.
Sources, interviews and obtains installer capacity and primary and secondary qualifiers across assigned zone; actively identifies new service providers for assigned zone; interviews potential candidates and conducts field quality assessments by reviewing completed installations; makes decisions to forward installers through the selection process; makes recommendations to the Market Services Manager on service provider performance.
Provides on boarding and training to new service providers.
Nature and Scope
Typically reports to Market Services Manager
No associates report to this role on a permanent basis, but requires the leadership of a work group: assign and review work, train and contribute to performance appraisal (but not hiring, firing or disciplinary action).
Environmental Job Requirements
Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.
Typically requires overnight travel more than 50% of the time.
Minimum Qualifications
Must be eighteen years of age or older.
Must pass the Drug Test.
Must pass the Background Check.
Must pass pre-employment tests if applicable.
Education Required
The knowledge, skills and abilities typically acquired through the completion of a high school diplomas and/or GED.
Years of Relevant Work Experience
3 Years
PHYSICAL JOB REQUIREMENTS
Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions there may be a need to move or lift light articles.
Additional Qualifications
Strong communication skills (both written and verbal)/proven customer interaction skills and problem resolution/project management experience
Preferred Qualifications
Experience in residential remodel project management experience.
Proven success in solving and pro-actively preventing customer service issues.
Knowledge, Skills, Abilities and Competencies
Strong project management and people management skills.
Customer, quality and sales driven.
Proven ability to identify root causes and solve issues with a high sense of urgency and detail orientation.
Professionalism.
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