Installation Operations Specialist

Provides best in class operational support for end-user installation projects through the GOJO Managed Installation program, or other approved methods in the US and Canada. Acts as single point of contact for end-users, Distributors, Sellers, Field Services and 3rd party installation companies for approved projects. Ensures customer satisfaction through flawless execution while managing scope, costs, timing, and quality of each project. Performs a variety of activities related to the day-to-day operations of sales and field services in support of installation advancement. Collaborates with, builds, maintains, and manages relationships and activities with sellers, field services and 3rd party installation partners.

• Builds relationships and collaborates with internal and external customers, including 3rd party installation contractors, field services, sellers and end users.
• Performs various administrative and operational functions to ensure seamless installation operations support with a customer service lens for internal and external customers
• Advances, in partnership with Sellers, end-users through the evaluation process of dispensed GOJO products into commitments, which result in the installation of GOJO dispensers through approved installation methods such as GOJO Managed or Dispenser Hanging Allowances.
• Leads the pre-installation collaboration meetings (when required) with sellers, field service, distributor partners, and end-users in the project planning, scope, site survey process, logistics, and other related details to confirm for execution of installation requirements.
• Executes against installation process following policy and guidelines, including creating accounts, opportunities, contacts, and work orders in CRM platform, site survey review and recommended order documentation, order placement and tracking for all required materials, schedule confirmation, resource allocation (in-house or contracting with 3rd party installation partners), issue and risk assessment/resolution, quality & cost control, project completion/satisfaction evaluation, initiation of 3rd party contractor payment requests.
• Partners with Sales & end-user on projected forecast to determine if inventory build request is required, and submit through approved process when required.
• Collaborates with Field Service for scheduling Field Service Representatives and Project Managers.
• Manages multiple installations concurrently with multiple 3rd party companies.
• Provides customers with information required for introducing products into their system.
• Teams with Logistics to provide accurate, timely and reliable shipping and tracking information for accounts.
• Identifies reporting needs, provides reporting and/or coordinates required reporting with GOJO sellers and leadership on a regular basis.
• Reviews and provides direction for disposition following established process on dispenser/product overage and coordination of any needed RGAs.
• Provides feedback to improve dispenser installation process.
• Consults with cross functional Enterprise teams on Installation Operations engagement.
• Executes DHA program including: Applying principles and policies to evaluate and process customer requests, researching customer inquiries for payment information, processing requests ranging from credit memo entry to bid creation.
• Assesses installation audits to ensure quality and adherence to contract specifications.
• Contracts with installation resources that meet Site Survey requirements, and cost targets.
• Knowledgeable regarding different state and federal regulations (e.g. fire codes, efficacy, ADA).
  
  

• BA/BS with two (2) to four (4) years experience in customer service, field project management; or sales operations; equivalent work experience will be considered.
• Experience in project management a plus.

• Works under general supervision, relies on guidance from manager and/or peers to prioritize, plan and accomplish tasks and goals.
• Coordinates and communicates as appropriate with input from manager.

The expected starting pay for this role is between 43,000.00 - 59,200.00 per year. Within this range, an offer will depend on factors such as level of experience and technical competencies relevant to this specific role, as well as internal equity considerations. In addition to base pay, all GOJO team members are bonus eligible. Click Here for a comprehensive list of benefits we offer including 401(k) match, parental leave, and onsite well-being care.