Installation Resolution Manager
Beltsville, MD
Full Time
Experienced
About Pella Mid-Atlantic
Pella Mid-Atlantic is the area’s leading distributor of Pella window and door products. Our products are backed with over 100 years of innovation and experience in the industry and are designed to enrich the homes and lives of others. Pella Mid-Atlantic plays a critical role in the sales, installation, scheduling, and servicing of our products in your homes, projects, and buildings including historic and noteworthy sites, and it is a true honor.
We are passionate about what we do at Pella Mid-Atlantic, and we’re looking for people who share our passion – from sales to installation to accounting, and everything in between. If you are a motivated, caring, and driven individual looking for a career with a world-class company, come join us. Feel the Pella Passion!
Installation Resolution Manager
Position Purpose
The Installation Resolution Manager is responsible for managing and resolving complex customer escalations that occur during the window and door installation process.
This role serves as a dedicated resource for customers whose projects have experienced installation concerns, quality issues, scheduling challenges, communication breakdowns, product-related concerns, or other circumstances that have negatively impacted their experience.
The Installation Resolution Manager combines hands-on window and door field experience with advanced customer communication and conflict-resolution skills to assess concerns, identify root causes, establish appropriate solutions, and drive issues through successful resolution.
This position is designed to reduce the volume of customer escalations currently managed by Field Supervisors, allowing Field Management to maintain focus on installation execution, field operations, quality, scheduling, employee development, and overall operational performance.
The Installation Resolution Manager is expected to act as an advocate for the customer while also protecting company standards, processes, and business objectives.
Essential Functions
Customer Escalation Management
Required Qualifications
Education & Experience
Preferred Qualifications
Pella Mid-Atlantic is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected Veteran status
Pella Mid-Atlantic is the area’s leading distributor of Pella window and door products. Our products are backed with over 100 years of innovation and experience in the industry and are designed to enrich the homes and lives of others. Pella Mid-Atlantic plays a critical role in the sales, installation, scheduling, and servicing of our products in your homes, projects, and buildings including historic and noteworthy sites, and it is a true honor.
We are passionate about what we do at Pella Mid-Atlantic, and we’re looking for people who share our passion – from sales to installation to accounting, and everything in between. If you are a motivated, caring, and driven individual looking for a career with a world-class company, come join us. Feel the Pella Passion!
Installation Resolution Manager
The Installation Resolution Manager is responsible for managing and resolving complex customer escalations that occur during the window and door installation process.
This role serves as a dedicated resource for customers whose projects have experienced installation concerns, quality issues, scheduling challenges, communication breakdowns, product-related concerns, or other circumstances that have negatively impacted their experience.
The Installation Resolution Manager combines hands-on window and door field experience with advanced customer communication and conflict-resolution skills to assess concerns, identify root causes, establish appropriate solutions, and drive issues through successful resolution.
This position is designed to reduce the volume of customer escalations currently managed by Field Supervisors, allowing Field Management to maintain focus on installation execution, field operations, quality, scheduling, employee development, and overall operational performance.
The Installation Resolution Manager is expected to act as an advocate for the customer while also protecting company standards, processes, and business objectives.
Customer Escalation Management
- Serve as the primary point of contact for assigned escalated customers throughout the installation process.
- Take ownership of escalated customer concerns from initial contact through final resolution.
- Proactively engage customers when an issue has the potential to negatively impact their experience or escalate further.
- Listen to and understand customer concerns, acknowledge the customer's experience, and establish clear expectations for resolution.
- De-escalate challenging or emotional situations while maintaining professionalism, empathy, and credibility.
- Communicate timely updates to customers and ensure commitments are fulfilled.
- Maintain appropriate documentation of customer concerns, actions taken, and final resolution.
- Utilize extensive field experience with residential windows and doors to understand and evaluate installation-related concerns.
- Assess customer concerns involving installation quality, product operation, appearance, jobsite conditions, installation methods, scheduling, and related issues.
- Distinguish between product concerns, installation concerns, structural conditions, cosmetic concerns, customer expectations, and other potential causes.
- Apply knowledge of established installation practices, company standards, and field experience when determining appropriate solutions.
- Conduct or coordinate field assessments when necessary to understand the scope and nature of an issue.
- Communicate technical information to customers in a clear, professional, and understandable manner.
- Serve as a knowledgeable resource to internal teams when complex installation-related concerns arise.
- Determine appropriate resolution strategies within established company guidelines and authority levels.
- Coordinate corrective actions with Field Management, Installation, Service, Sales, Operations, and other appropriate teams.
- Establish realistic timelines and expectations with customers.
- Monitor corrective actions through completion and ensure the customer receives appropriate follow-up.
- Escalate issues to leadership when they exceed established authority or require additional resources or decision-making.
- Identify opportunities to resolve issues early and prevent them from becoming more significant customer escalations.
- Partner closely with Field Supervisors to gather project information and develop appropriate solutions.
- Reduce the need for Field Supervisors to serve as the primary point of contact for escalated customers.
- Collaborate with installers, service personnel, sales representatives, operations leaders, and other stakeholders to resolve customer concerns.
- Facilitate communication between departments when ownership or responsibility for an issue is unclear.
- Promote consistent and effective approaches to customer escalation management across the organization.
- Identify recurring causes of customer dissatisfaction and installation escalations.
- Analyze escalation trends and communicate findings to appropriate leaders.
- Recommend improvements to installation processes, communication, training, scheduling, and customer expectations.
- Provide feedback to operational teams regarding recurring customer concerns.
- Assist in developing standardized processes and best practices for installation-related escalations.
- Contribute to initiatives designed to improve the overall installation customer experience.
Education & Experience
- High school diploma or equivalent required.
- Significant hands-on field experience with residential window and door installation is required.
- Demonstrated knowledge of window and door installation practices, jobsite conditions, and common installation challenges.
- Demonstrated experience working directly with homeowners or customers.
- Demonstrated experience managing difficult, complex, or escalated customer situations.
- Experience working across multiple operational teams or functions.
- Strong technical knowledge of residential window and door installation.
- Strong understanding of installation quality and common field-related issues.
- Exceptional verbal and written communication skills.
- Strong listening, conflict-resolution, and de-escalation skills.
- Excellent judgment and problem-solving ability.
- Ability to explain technical concepts to customers in a clear and non-technical manner.
- Ability to remain calm and professional in high-pressure situations.
- Strong organizational skills and attention to detail.
- Ability to manage multiple active escalations and competing priorities.
- Ability to influence outcomes and coordinate solutions across teams without always having direct authority.
- Proficiency with CRM systems and standard business software.
- Previous experience as a Field Supervisor, Installation Manager, Installer, Service Technician, or similar window and door field position.
- Leadership or supervisory experience within installation, construction, home improvement, or a related industry.
- Experience diagnosing and resolving window and door installation issues.
- Experience managing homeowner expectations on complex residential projects.
- Experience with customer escalation, complaint resolution, or customer-experience programs.
- Experience identifying process improvements based on customer feedback and operational trends.
Pella Mid-Atlantic is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected Veteran status
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