Installation Resolution Manager

• 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.

Data Tracking & Root Cause Analysis

• Maintain accurate, consistent tracking of installation-related complaints, escalations, recovery work, customer commitments, and final outcomes in the designated CRM or company tracking tools.
• Categorize each issue by root-cause type, including installation workmanship, product or manufacturing concern, scheduling, communication, measurement or ordering, jobsite or structural condition, subcontractor performance, and customer-expectation gap, as applicable.
• Record key details such as project and order number, installation date, issue identified, responsible workstream, corrective action, resolution timeline, repeat visits, and final disposition.
• Review data regularly to identify recurring issues, trends by crew, Field Supervisor, product type, process, or project stage, and opportunities to prevent repeat problems.
• Prepare concise reports for Operations and leadership highlighting issue volume, root causes, repeat concerns, aging open items, resolution cycle time, and recommended corrective actions.
• Partner with Field Management, Sales, Scheduling, Service, and other teams to validate root causes and ensure corrective actions address the underlying problem—not just the immediate customer complaint.

CSR Score Review & Customer Experience

• Review Customer Satisfaction Rating (CSR) scores and related customer feedback for completed installation and resolution cases.
• Follow up on low scores, negative comments, or recurring dissatisfaction to understand the specific drivers and determine whether additional customer contact or corrective action is needed.
• Connect CSR feedback to project records, installation concerns, communication history, and resolution outcomes to identify patterns and prevent repeat dissatisfaction.
• Share relevant trends and coaching opportunities with Field Supervisors and Operations while maintaining appropriate customer confidentiality.
• Monitor whether completed resolutions improve customer confidence and satisfaction, and report recurring barriers to leadership.

Credits, Adjustments & Goodwill Resolution

• Review requests for customer credits, price adjustments, refunds, or goodwill consideration related to installation concerns and service recovery.
• Validate the project history, customer concern, documented findings, responsibility, and proposed remedy before recommending or processing a credit.
• Issue or coordinate approved credits and adjustments in accordance with established company policies, documentation requirements, and delegated approval limits.
• Obtain leadership approval for requests that exceed assigned authority or fall outside established guidelines; do not promise or issue unauthorized credits.
• Document the reason, amount, approval, responsible cost category when known, and final outcome for each credit or goodwill adjustment.
• Track credit and goodwill trends alongside root-cause data to identify preventable costs and opportunities to improve installation quality, communication, and customer expectations.

• 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.