Field Operations Specialist

at  Renewal by Andersen

RENEWAL BY ANDERSEN SUMMARY:

Renewal by Andersen is a pioneer in the window and door industry, and innovation is a huge part of who we are. Renewal by Andersen Signature Service combines the perfect combination of the best people in the industry, a superior process, and an exclusive product. As such, we take great care in building a team of skilled, passionate Difference Makers, caring for our team members’ personal and professional growth, and celebrating our differences. We are committed to an inclusive and diverse workplace where all people feel respected, valued, and driven to realize their full potential. We always have opportunities for our team members to give back to the causes they’re most passionate about, and as an Energy Star Partner of the Year for many years, Renewal by Andersen is committed to environmental health and sustainability. If you want to be a Difference Maker, Renewal by Andersen is the place for you.

SUMMARY:

This position is responsible for developing, training, supporting and ensuring all Installation and Service procedures throughout the national RbA network. This position must collaborate with a broad cross-section of RbA departments and business associates including retail affiliate management, product development, factory quality, installation crews, service technicians and external contractors. Additionally, data analysis and knowledge development which focus on identifying and prioritizing product quality improvement needs and network process efficiencies are central to the position. These responsibilities will be achieved while supporting and representing the Brand and Brand promise through signature service while delighting our internal and external customers.Training, supporting & ensuring all installation & service procedures throughout the national RbA network. Collaborate with RbA departments and business associates including affiliate leaders, RD&I, manufacturing, quality & field service. Additionally, leverage data to better support the network.

MINIMUM QUALIFICATION, SKILL AND/OR COMPETENCY REQUIREMENTS:

• College Degree in business or related field preferred, or an equivalent combination of education and experience.
• Five years of national or regional field operations management experience.
• Five years construction/window & door business experience preferred.
• Minnesota State Class “A” Contractors license preferred.
• Field sales, customer service, technical writing and publication, process development, and training experience desired.
• Outstanding customer service skills, especially win/win problem-solving and conflict resolution skills required.
• Strong written and verbal communication skills with the ability to build relationships at all levels.
• Travel up to 60% of time.

• Participate, commercialize and lead in the development and facilitation of training programs and workshops for operation, installation, service and administrative leaders and technicians to improve their process and efficiencies.
• “RenewU” to support operation, installation, service and administrative leaders and technicians
• Lead and develop a field operations service/resolution program that will drive affiliate accountability as well as improve and standardize the field operations team process.
• Measure, drive, and communicate efficiencies around remake, backlog, first time through, NPS excellence, and first time through service through business intelligence, rbi, Medallia, and rForce.
• Builds cooperative relationships with Renewal business units, field operations, manufacturing, RD&I, engineering, IT, and retail locations from a customer-focused and installation/service perspective.
• Collaborate with Regional Affiliate Management Teams to evaluate retail operation performance regarding Renewal retail agreements, policies, processes and standards linked to installation, product, quality, signature service, and customer experience.
• Work directly with RbA retailers and homeowners to resolve installation/service process issues, in a measurable timeline to ensure a positive customer experience.
• Conducts periodic Installation/Service inspections through remote assessment as scheduled per the complexity of the resolution.
• Actively participates in the development process for new products and line extensions to ensure that the needs of the customer are addressed in the development of new products.
• Other duties as assigned by supervisor.
• Develop and commercialize educational materials to foster self-sufficiency through “The Link and Develop Training programs facilitate training around these.
• Develop installation guides around installation methods
• Cross functionally work with departments on projects