Job Purpose
The Installation Training Lead is responsible for leading exceptional customer experience through the dealer onboarding, training, installation, and post-installation support stages of our Anchor line of motorized, retractable pergolas.
Education/Experience
High School diploma or GED required. A minimum of four (4) years of experience in a technician role or the construction industry is required. Must have technical capabilities to learn and train motorized pergola assembly, installation, maintenance, and repair methods. Must have a driver’s license and the ability to operate a motor vehicle.
Essential Duties and Responsibilities
- Become a subject matter expert on the specifications, assembly, installation, maintenance, and repair methods for the Anchor Pergola product line
- Travel to train dealers on pergola installation, maintenance, diagnostic, and repair methods
- Provide virtual (phone, web conference, ) installation, maintenance, diagnostic, and support services to customers
- Read and interpret engineering schematics, specifications, blueprints, and train dealers
- Perform setup and pairing of external wi-fi connectivity device(s)
- Troubleshoot electrical issues, rewire and/or replace components, and test/validate equipment
- Develop and facilitate installation, maintenance, and repair training for sales reps and for dealers at our manufacturing plant in Evansville, Indiana and at field-based sites
- Effectively listen to dealers, receive feedback, and de-escalate issues when dealers have problems
- Produce timely and detailed pre & post-visit reports, document installation and repair processes, and communicate improvements to the pergola team to promote standardization
- Work closely with engineering and sales to provide feedback from the field, to help improve product design, to improve sales rep capabilities, and to create excellent customer experiences
- Work safely, abide by all company policies, and resolve or escalate risks to leadership
- Assist with pergola programming, manufacturing, or packing in the manufacturing plant
- Demonstrate Anchor’s REACH Foundational values and work in alignment with the Anchor Performance System to continuously improve the business and create more value for customers
Specific Job Skills Required
- Construction background/experience preferred
- Skilled at mechanical and electrical assembly
- Dexterous, agile, and comfortable working at heights (10 feet) using personal protective equipment
- Excellent communication and customer service skills with external and internal parties
- Problem-solving capabilities
- Ability to work independently and as part of a team
- Technical ability with a keen attention to detail
- Enthusiasm and commitment toward the job and the mission of the Company
- Ability to use Microsoft software (Excel, Word, Power Point, Sharepoint, Teams)
- Ability to calculate percentages and ratios and have a basic understanding of geometry
- Maintain valid driver’s license and ability to safely operate a vehicle
Travel Requirements
Travel, including overnight stays, may be required. Air travel may also be necessary.
Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Strenuous field work and activity when onsite at customer installations, including lifting, driving motorized equipment, hauling, etc.
- Must be able to work in, on, around, over and under fixed equipment and machinery; to work from lifts, ladders, and scaffolding; to manipulate heavy equipment, tools and supplies and/or exert 100 lbs; to concurrently manipulate multiple controls and machinery; to wear and work in personnel protective
- Vision abilities required by this job include close vision, color vision, and ability to adjust / focus
- Frequent talking and listening
- Frequent sitting while driving and customer service duties