Job Name:
Field Operations Specialist

General information

Location: Cottage Grove, MN
Date:
02-Jun-2022
Company:
Renewal by Andersen
Ref #:
1580
Job Category:
Operations
Cottage Grove
MN

Description & Requirements

ANDERSEN CORPORATION SUMMARY:

We’re focused on bringing more light into people’s lives by helping them create healthier, happier spaces to build memories and do what they love. This applies to our team, too. By celebrating our differences and embracing a positive work-life balance, we are recognized as a Yellow Ribbon company, one of Forbes Magazine’s 2021 "America’s Best Large Employers" and a "Best Employer for Diversity." As a 2021 Energy Star Partner of the Year, Andersen is also committed to environmental health and sustainability. No matter your role, you’ll have the opportunity to make a difference.

Andersen is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, disability, marital status, national origin, citizenship, genetic information, protected veteran status, or any other characteristic protected by law.

POSITION PURPOSE:

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.

POSITION RESPONSIBILITIES:

  • 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. 
  • Develop and commercialize educational materials to foster self-sufficiency through “The Link and “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 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 in order to ensure a positive customer experience. 
  • Conducts periodic Installation/Service inspections through remote assessment as scheduled per 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
DIRECTION OF OTHERS:
May supervise installation and service personnel on large special assignment service projects, may lead cross functional teams. 

MINIMUM QUALIFICATION, SKILLS AND/OR COMPETENCY REQUIREMENTS:
  • College Degree in business or related field preferred, or an equivalent combination of education and experience.
  • Five years 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.
CULTURE AND BENEFITS: 
"Be Orange. Be You." is how we express our belief that by embracing our differences, and empowering you, we’ll be a stronger team able to accomplish what otherwise wouldn’t be possible. This Orange spirit has helped us become the #1 innovative window and door brand* and the one homeowners love the most.** It’s also why we’re committed to supporting you to approach each day with a bright outlook.

 Benefits include, and are not limited to:
  * Medical/Dental/Vision/Life Insurance
  * Health Savings Account contributions
  * Paid holidays plus PTO
  * 401(k) plan & contributions
  * Professional development and tuition reimbursement opportunities
  * Charity contributions
  * Nationwide career opportunities

We look forward to seeing how your unique skills, background and experiences will inspire our team and help us continue to be the leader we are today.
  * 2020 Andersen brand surveys of U.S. contractors, builders & architects
  ** 2020 Andersen Brand Survey of U.S. homeowners

During 2022, each eligible Andersen employee will receive $1,000 for each full fiscal quarter they are actively employed and fully vaccinated against COVID-19. An eligible employee hired during a quarter will receive a prorated payment based on the number of days employed during the quarter. Those eligible include fully-vaccinated regular full-time and part-time employees (at least 20 hours per week) who are not subject to a collective bargaining agreement. These and other terms and conditions of Andersen’s 2022 Profit Sharing Plan, including the definition of full vaccination against COVID-19, are subject to change or termination without notice.