Delivery and Installation Manager

Delivery & Installation Manager Summary Don’s Appliances in seeking a Delivery and Installation Manager to oversee daily operations for the delivery and installation of household appliances in a fast-paced environment. This role ensures that all installations are completed safely, accurately, within budget, and to customer satisfaction. The manager leads a team of technicians, coordinates scheduling with the dispatch department, assists in inventory management, and resolves complex installation challenges. This role is a key part of the company’s operational success and must develop and grow the delivery and installation team as the company continues to expand.    ESSENTIAL DUTIES AND RESPONSIBILITIES: Team Leadership & Management Hire, schedule, train, and develop a high-functioning team. Provide coaching on technical skills, customer service, and performance management. Maintain daily check-ins and hold the team accountable to performance standards. Conducts regular site visits to audit installation processes, safety compliance, and workmanship. Operations, Scheduling & Dispatch Oversight of daily schedule, route planning, and exception planning. Monitor on-time delivery and installation performance as well as other key operational metrics. Customer Experience & Escalation Management Coordinate service recovery solutions and ensure customer satisfaction standards are consistently met. Serve as the primary point of contact for clients, property managers, and production home builders. Resolve issues promptly and professionally to protect the company’s reputation. Inventory, Vendor & Compliance Oversight Oversee appliance disposal documentation, vendor, and contract management. Manage insurance claims and safety compliance reporting.   PERFORMANCE METRICS & ACCOUNTABILITY: The Delivery & Installation Manager is responsible for tracking, reporting, and continuously improving the following key performance indicators (KPIs). The following results are reviewed weekly with the COO: Delivery & Route Efficiency First Time Complete (FTC) Rate Tracks whether deliveries and installations are successfully completed on the first visit, without requiring a return trip. Truck & Department Profitability Evaluates the financial contribution of each truck and the department overall, enabling data-driven decisions on fleet size, staffing, and pricing. Overtime Efficiency Ensures that overtime is used strategically and productively, not as a substitute for proper planning or staffing. EDUCATION/EXPERIENCE: High school diploma required, and college degree preferred 7 to 10 years of experience working in the installation field 3 years of management experience, preferably with large teams Previous construction/project management experience preferred SKILLS: Excellent written and verbal communication skills Creative thinking skills Excellent problem-solving skills Good time management skills Proficiency with computer software   License/Certification Valid Driver’s License with clean driving record Work Location Robinson HQ/ Monday – Friday     Benefits: ✅ Medical, Dental & Vision Insurance ✅ PTO & Paid Holidays ✅ 401(k) with Company Match ✅ Short- & Long-Term Disability ✅ Life Insurance Why Join Don’s Appliances? We are a trusted, family-managed business with a strong commitment to customer service and employee development. You’ll work with a supportive team and have the opportunity to make a direct impact on the customer experience. We offer competitive pay, comprehensive benefits, and the chance to grow with a leading company in the appliance industry.