Director National In-Home Services

Director National In-Home Services

Have you managed a regional or national installation network? Worked with Lowes or Home Depot or a vendor that supported home installations? Managed a multi-location business or a product line? This opportunity might be perfect for you! We are recruiting for the role of Director of National In-Home Services. This role is to manage and grow our national platform lift installation network. Our network of installers across the company provides install and repair services for the Veterans Administration, our dealer network, and Lowes. 

The Director will own the value proposition, creating programs to improve recruitment and retention, recruiting for, and managing the installer network. Additional responsibilities will include onboarding, performance evaluation and opportunity management for these third-party service providers. 

 Who we are:

Our client is a leading manufacturer of wheelchair lifts for automobiles, stair lifts for the home, and residential and commercial vertical platform lifts. We are an organization that is inspired by those who are mobility challenged and is driven to create mobility and accessibility products that allow people to go where they want, when they want, how they want.

Proudly recognized as a “Great Place to Work” by Great Place to Work® US.

Responsibilities:  

• Provides direction for all install and service programs. 
• Recruits, selects, and retains third-party installers by identifying gaps in the network and relationship building (e.g., collaborating with the sales and installer agents, cold calling, relationship development, etc.).
• Creates installer recruitment and retention programs.
• Manages the relationship and performance of the network through direct interaction with the service providers and indirect interaction with other departments including technical service and sales.
• Provides clear and concise feedback to underperforming network providers and coaches for improvement or uses conflict resolution techniques to correct
• Oversees all service quality issues through regular interaction including service provider meetings, reviewing customer satisfaction metrics to ensure quality standards are met, and working with installers to resolve issues as they arise in the field. 
• Supports sales performance by identifying training and talent gaps, developing action plans to mitigate geographical gaps, role plays with employees on selling behaviors and provides feedback to management with specific action plans to improve performance. 
• Manages, obtains, and holds licenses as required on behalf of Lowe's, the VA or other commercial requirements.