Overview:Reporting to the National Install Leader, the Field Quality Specialist (FQS) will support the Installation and Service teams by training contractors, inspecting installations, evaluating workmanship, and supporting service when needed to address escalated customer warranty issues.
The FQS will also travel within defined geographic region to resolve installation service tickets for product failures and workmanship.
The FQS will collaborate with the Service team to ensure all high profile complaints are addressed in a timely manner.
The FQS will serve as a field quality inspector and provide remedial guidance and support for subcontractors to ensure all installations are completed to specification and all standard operating procedures are followed.Responsibilities:Conduct random installation inspections of new and existing installers.Complete initial training sessions with installer prospects to assist with onboarding process.Complete Installer Evaluation forms to identify additional training opportunities.Complete remedial training sessions with installers responsible for poor workmanship.Resolve escalated service tickets for product failures and workmanship errors.Complete regional training exercises for new installation techniques and product changes.Assist Service team with customer support phone calls when necessary.Provide weekly reporting summary on all product failures and workmanship related problems.Conduct Service inspections for high profile disputes to identify root cause and next steps.Complete Uninstall/Reinstalls when needed to address high-level customer disputes.Qualifications:Experience:Two to four years of field experience in construction, bath remodel or other home improvement or residential remodeling field.Experience working directly with Home Improvement contractors a plus.Must be computer literate in Word, Excel, and Outlook.Strong communication skills that enable challenging discussions with Installer network and/or customers, ability to relate to distinct audiences including customers, sales representatives, installers, and various levels of management.Must be professional and have a good command of business English.A positive customer service attitude is a must.
Ability to multi-task.Significant travel required, up to 75% or greater.Field position, location flexible in and around the Los Angeles, California area.Minimum of associate’s degree or equivalent experience in construction-related field.Valid Driver’s License required.