Field Support Manager

This role is responsible for activity that increases revenue through interaction with Home Depot, installers and consumers. The individual in this role represents several programs, thus must understand related products and installation services and be willing and able to regularly travel with periodic trips beyond the metro area. The primary purpose of this job is to act as a resource to Home Depot leadership and support installation so that an extraordinary customer experience occurs. Installation is not part of this role. Store connectivity and sales impact are priority focus areas. He/she must be in the stores promoting Crew2, conducting product knowledge events and building relationships with store management on a weekly basis. Periodic job site inspections provide opportunity to engage installers and manage quality issues. A customer first focus is essential for success in this job.

Responsibilities:

• Customer Experience
  • Acts as the point of contact and eventual resolution for customer concerns
  • When needed, works with local municipalities to ensure that necessary permits and other requirements for completing the installation are secured
  • Serves as the spokesperson for Crew2 with customers
• Home Depot Store Interface
  • This position will support the growth of the Pro Flooring program through training and educating the Pro Desk Associates at Home Depot stores.
  • Drives sales activities for Sell, Furnish and Install (SF&I) programs where applicable and store based programs. Includes support with the generation of leads, open quote review and working with store associates to understand the activities that create sales.
  • Acts as a resource and point of contact for Home Depot leadership.
  • Identifies opportunity for product and installation demonstration and training; secures alignment with Crew2 Customer FIRST commitment; conducts demonstration and/or training in a way that engages store management and team members with Crew2
  • Initiates activities with store leaders and team members that fuel business, for example runs contests within stores, conducts product knowledge events; tracks frequency and impact of store visits
  • Actively participates in store events that promote awareness of the Crew2 brand and commitment
• Interaction with Installers
  • Conducts job site visits to review quality of work, performance and compliance with service provider requirements
  • Provides coaching to installers on best practices and opportunities for efficiency
  • Ensures that the customer experience is positive and satisfying; partners with installers to manage obstacles and delight customers
  • Engages in activities that attract new high quality, installers to Crew2. This includes developing strong relationships with existing service providers to cultivate referrals and promoting Crew2 in the community.
• Business support
  • Conducts monthly inventory counts for business
  • Performs other duties as assigned to support successful installations

Success Metrics:

• Voice of the customer (VOC) rating – quarterly, annual
• Store connectivity (number of visits, value delivered via specific events, sales growth and store engagement index)
• Site visits/compliance/quality inspection results
• Quality Service Provider leads

Qualifications:

• Strong interpersonal skills; ability to connect with a variety of people in ways that create positive outcomes; customer focused
• Willing and able to travel 25% to 40% of the time, as described above
• Personal leadership skill; ability to function autonomously while seeking assistance when needed
• Knowledge of Crew2’s programs and services
• Building trades experience; background in remodeling or related industry
• Strong problem-solving experience and skill
• Creative and resourceful
• Able to manage multiple, sometimes conflicting demands
• Ability to communicate and collaborate across business groups to ensure efficiency and effectiveness