Job Description

Position Purpose

The Installation Field Specialist supports successful installation execution from the beginning of the workday through completion in the customer's home. The position serves as a field resource for installation crews, providing morning installation-readiness support, job-site quality observations, customer engagement, material and troubleshooting support, and hands-on installation assistance when necessary.

The primary purpose of the position is to improve First Time Through (FTT) and Project NPS by identifying installation issues early, reinforcing installation standards, supporting crews in real time, and creating an additional positive customer touchpoint during installation.

Core Responsibilities

Morning Installation Readiness

• Be present in the warehouse during morning crew departure and help ensure crews are prepared for the day's installations.
• Confirm crews have required products, materials, supplies, tools, and available job documentation before departure.
• Answer installation-related questions and help identify potential issues before crews leave the warehouse.
• Coordinate with the Warehouse, IPM, and Installation Supervisor when products, materials, or information are missing or incorrect.

Field Quality & Installation Practices

• Conduct scheduled and unscheduled job-site visits while installations are in progress.
• Observe workmanship and adherence to established installation and quality standards.
• Identify quality concerns while corrective action can still be taken during the installation.
• Coach crews on installation practices and reinforce consistent field standards without replacing the formal supervisory role.
• Document recurring quality trends and escalate significant concerns to the Installation Supervisor.
• Help identify crew-specific and market-wide training opportunities based on field observations.

Customer Experience

• Introduce yourself to homeowners during job-site visits and serve as an additional positive customer touchpoint.
• Check on the customer's installation experience and proactively identify concerns or questions.
• Answer appropriate process and installation questions within the scope of the role.
• Communicate unresolved concerns promptly to the appropriate team member or leader.
• Support a professional, respectful, and confidence-building customer experience throughout the visit.

Field Support

• Deliver materials, tools, supplies, or replacement items to installation crews when required.
• Assist with troubleshooting field issues and coordinate solutions with the Warehouse, IPM, or Installation Supervisor.
• Occasionally provide hands-on installation assistance when necessary to protect completion, quality, FTT, or the homeowner experience.
• Support installation teams during unusual or high-priority field situations as directed by the Installation Supervisor.

Key Performance Indicators

• Installation First Time Through (FTT) - target of 85% or greater.
• Project NPS - target of 85 or greater.
• Quality and effectiveness of job-site observations and follow-up.
• Timely identification and escalation of installation-quality concerns.
• Reliable morning installation-readiness support and field response.
• Professional customer and crew interactions.

Qualifications

• 3+ years of window/door installation, residential remodeling, carpentry, or comparable field experience preferred.
• Strong working knowledge of residential installation practices and quality standards.
• Ability to identify workmanship concerns and coach installation professionals constructively.
• Strong customer communication and interpersonal skills.
• Ability to troubleshoot field issues and coordinate practical solutions.
• Comfort using mobile devices, field-service technology, and digital documentation.
• Valid driver's license and ability to travel regularly between the warehouse and active job sites.
• Ability to lift and carry installation materials and occasionally assist with hands-on installation work.

Quarterly Bonus Rules

• FTT and Project NPS are measured and earned independently.
• FTT bonus requirement: 85% or greater.
• Project NPS bonus requirement: 85 or greater.
• Each category is all-or-nothing for the quarter.
• Bonuses are calculated and paid quarterly.
• Job-site visit volume should be tracked as an activity expectation but is not itself a bonus metric; the incentive plan rewards the resulting FTT and customer-experience outcomes.

Role Success Profile

• Field-oriented and technically credible with installation crews.
• Observant, proactive, and comfortable addressing quality concerns in real time.
• Customer-focused and able to build confidence in the installation experience.
• Strong judgment about when to coach, assist, resolve, or escalate.
• Organized and responsive while moving between warehouse and job-site priorities.
• Focused on improving installation consistency, FTT, and Project NPS.