At Crew2, we know great things happen when talent and opportunity cross paths. We empower our associates to be successful by promoting diversity and teamwork, providing opportunities for growth, and treating each other with dignity and respect. We are always looking for motivated individuals that are excited about jump-starting their careers in a rapidly growing industry.
Summary
The Field Support Manager is responsible for driving revenue growth and enhancing the customer experience through direct interaction with Home Depot, installers, and consumers. This role represents multiple programs and requires a strong understanding of related products and installation services, as well as regular travel within and occasionally beyond the metro area. The primary focus of this position is to serve as a resource to Home Depot leadership and support installation activities to ensure an extraordinary customer experience. Installation work is not part of this role. Store connectivity, sales impact, and customer-first execution are core priorities, with regular in-store engagement, product knowledge events, relationship building with store leadership, and periodic job site inspections to support quality and installer performance.
Essential Functions
Customer Experience
Acts as the point of contact and eventual resolution for customer concerns
Serves as the spokesperson for Crew2 with customers
Ensures that the customer experience is positive and satisfying; partners with installers to manage obstacles and delight customers
When needed, works with local municipalities to ensure that necessary permits and other requirements for completing the installation are secured
Home Depot Store Interface & Sales Support
Supports the growth of the Pro Flooring program through training and educating Pro Desk Associates at Home Depot stores
Drives sales activities for Sell, Furnish and Install (SF&I) programs and store-based programs, including lead generation, open quote review, and collaboration with store associates to understand activities that create sales
Acts as a resource and point of contact for Home Depot leadership
Identifies opportunities for product and installation demonstrations and training; secures alignment with Crew2 Customer FIRST commitment; conducts demonstrations and training that engage store management and team members
Initiates activities with store leaders and team members that fuel business, including running in-store contests and conducting product knowledge events; tracks frequency and impact of store visits
Actively participates in store events that promote awareness of the Crew2 brand and commitment
Installer Engagement & Quality Support
Conducts job site visits to review quality of work, performance, and compliance with service provider requirements
Provides coaching to installers on best practices and opportunities for efficiency
Engages in activities that attract new high-quality installers to Crew2, including developing strong relationships with existing service providers to cultivate referrals and promoting Crew2 in the community
Business & Operational Support
Conducts monthly inventory counts for the business
Performs other duties as assigned to support successful installations
Success Metrics
Voice of the Customer (VOC) ratings (quarterly and annual)
Store connectivity, including number of visits, value delivered through events, sales growth, and store engagement index
Site visit, compliance, and quality inspection results
Quality Service Provider leads
Qualifications
Strong interpersonal skills with the ability to connect with a variety of people in ways that create positive outcomes; customer-focused mindset
Willing and able to travel 25%–40% of the time
Personal leadership skills with the ability to function autonomously while seeking assistance when needed
Knowledge of Crew2 programs and services
Building trades experience, including a background in remodeling or a related industry
Strong problem-solving skills and experience
Creative and resourceful approach to challenges
Ability to manage multiple, sometimes conflicting demands
Ability to communicate and collaborate across business groups to ensure efficiency and effectiveness
If you value opportunities to grow from within, enjoy great benefits, and appreciate a healthy work-life balance, then there is a place for you here.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, individual with disabilities, veteran status, gender identity or national origin.