Description Position Summary
The Field Builder Specialist is responsible for developing and supporting contractor delivery and installation teams to ensure operational excellence, quality installations, safety, and exceptional customer service. This role spends the majority of time in the field coaching teams, performing ride-alongs/behinds, evaluating installation techniques, identifying training opportunities, and providing hands-on support to improve overall performance.
The Field Builder Specialist serves as the operational expert for the market by partnering closely with operations leadership to strengthen contractor capabilities, improve quality metrics, reduce damages and callbacks, and build high-performing installation teams.
Key Responsibilities
- Be present during daily load-out operations to ensure teams are prepared for successful deliveries.
- Review daily routes with contractors and operations to identify potential concerns before teams depart.
- Provide real-time operational support by responding to route issues, installation challenges, and customer concerns.
- Conduct ride-alongs/behinds with contractor teams to evaluate delivery execution, installation quality, customer interactions, and overall professionalism.
- Perform hands-on coaching during deliveries and appliance installations.
- Demonstrate proper installation techniques for refrigerators, washers, dryers, dishwashers, ranges, microwaves, wall ovens, and other home appliances.
- Assess each contractor team's installation proficiency and assign skill levels based on performance.
- Develop individualized coaching and improvement plans for teams requiring additional support.
- Identify trends in quality issues, damages, customer complaints, and installation errors and recommend corrective actions.
- Follow up with teams experiencing operational or quality concerns to ensure improvements are sustained.
- Mentor newly onboarded contractor teams through their field training period until they consistently meet company standards.
- Partner with Operations Managers to improve route efficiency, productivity, customer satisfaction, and contractor performance.
- Complete field quality evaluations and document observations, coaching provided, and action plans.
- Ensure contractors comply with company policies, safety standards, DOT requirements, and customer service expectations.
- Promote a culture of accountability, continuous learning, safety, and operational excellence.
Qualifications
- 3+ years of experience in final mile delivery, logistics, or appliance installation.
- Extensive experience installing residential appliances, including refrigerators, washers, dryers, dishwashers, ranges, microwaves, and built-in appliances.
- Strong knowledge of delivery operations and contractor management.
- Proven ability to coach, mentor, and develop field teams.
- Excellent troubleshooting and problem-solving abilities.
- Strong communication and relationship-building skills.
- Comfortable spending the majority of the workday in the field.
- Ability to perform ride-alongs/behind and provide constructive coaching.
- Valid driver's license with an insurable driving record.
- Ability to pass background screening and DOT compliance requirements.
- Bilingual English/Spanish preferred.
Benefits include the following:
- Excellent base wage
- Insurance available 1st of month after 30 days; Retirement plan available 1st of month after 90 days; Retirement match provided after 1 year
- Affordable Medical, Dental and Vision Insurance.
- Company provided life insurance and additional voluntary life insurance available.
- Company provided short- and long-term disability.
- Excellent 401k match of 100% on first 3% then 50% on next 2%