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
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Hire, schedule, train, and develop a high-functioning team.
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Provide coaching on technical skills, customer service, and performance management.
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Maintain daily check-ins and hold the team accountable to performance standards.
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Conducts regular site visits to audit installation processes, safety compliance, and workmanship.
Operations, Scheduling & Dispatch
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Oversight of daily schedule, route planning, and exception planning.
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Monitor on-time delivery and installation performance as well as other key operational metrics.
Customer Experience & Escalation Management
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Coordinate service recovery solutions and ensure customer satisfaction standards are consistently met.
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Serve as the primary point of contact for clients, property managers, and production home builders.
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Resolve issues promptly and professionally to protect the company’s reputation.
Inventory, Vendor & Compliance Oversight
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Oversee appliance disposal documentation, vendor, and contract management.
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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
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Tracks whether deliveries and installations are successfully completed on the first visit, without requiring a return trip.
Truck & Department Profitability
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Evaluates the financial contribution of each truck and the department overall, enabling data-driven decisions on fleet size, staffing, and pricing.
Overtime Efficiency
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Ensures that overtime is used strategically and productively, not as a substitute for proper planning or staffing.
EDUCATION/EXPERIENCE:
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High school diploma required, and college degree preferred
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7 to 10 years of experience working in the installation field
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3 years of management experience, preferably with large teams
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Previous construction/project management experience preferred
SKILLS:
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Excellent written and verbal communication skills
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Creative thinking skills
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Excellent problem-solving skills
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Good time management skills
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Proficiency with computer software
License/Certification
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Valid Driver’s License with clean driving record
Work Location
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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.
