Mark Hedlund Email & Phone Number

Greater Chicago Area

*The Installation Services Manager manages 5 installed businesses and cover up to 3 districts based on geography.* Drive quality and customer service through management of the relationship with Service Providers based on geographic location, relative skills and capabilities, ensuring store connectivity and driving Issue Resolution as it is related to Home Depot's Installation services.KEY ACCOUNTABILITIESService Provider Quality Management - develop and maintain professional customer and Service Provider (SP) relationships. Responsible for the recruitment, assignment, retention and quality assurance of SP's within the assigned market area. Negotiate terms of contracts with SPs. Authorized to provided immediate feedback to SPs on discretionary project modifications to improve result performance. Conduct job site inspections and evaluations of the final product delivered by the SPs. Execute consistent monthly Quality Reviews with select SPs to drive high customer service.Branch/Store Support - Communicates with Branch Management, Sales Managers and Project Coordinators to drive customer service metrics of cycle time and VOC. Responsible for cost controls of materials and labor charges. May act as an interface with Sales and Store associates to provide technical training and support. Support lead generation events. Partner with Sr. Leadership to execute Program initiatives. Escalates potential program gaps by engaging business reviews and developing attack plans for under-performing areas.Issue Resolution - Provides accurate, swift resolution of escalated customer issues. Uses independent judgment for managing unexpected cost increases and for customer satisfaction adjustments. Accountable for job cost and gross margin, coaches store management, store associates and installers on proper and quick resolution.

Grayslake, Il

* Maintain current company focus on Window, Door & Siding replacements and installations.* Develop & Implement new sales strategies to capitalize on market trends.* Manage all job related administrative and field operations* Implement & manage business process improvements for maximum efficiencies and greater customer satisfaction.

* Managed and responsible for P & L of 20M per year of kitchen and bathroom remodeling installation revenues in 10 businesses within 3 stores in the Chicago market.* Hired, managed and performed HR duties on a staff of 14 Project Managers, 15 Expeditors, 1 Supervisor & 3 Trade Coordinators.* Hired, certified and managed a staff of 300 sub-contractors, fabricators and Installation service providers.* Coordinated product knowledge and installed product sales training seminars for 200 Sales Associates within the 3 stores.