Installation Quality Manager

The Installation Quality Manager provides technical leadership, training, process oversight, and field support for BSI appliance delivery and installation operations throughout New Mexico. Has a NM GB98.

This role is responsible for ensuring installation teams, procedures, and training programs reflect applicable codes, manufacturer requirements, industry standards, safety expectations, and established best practices. The individual serves as an internal technical resource while remaining available to assist with or oversee field installations when circumstances require licensed expertise, technical troubleshooting, or additional oversight.

This is not primarily a field installation position. The principal focus is training, compliance, process consistency, quality assurance, and field support for complex or non-routine installation needs.

Competencies

Essential Functions

Training & Technician Development

• Develop, coordinate, and conduct quarterly installation training programs for delivery and installation personnel.
• Provide hands-on and classroom-style instruction covering safe, code-compliant, and manufacturer-compliant appliance installation practices.
• Develop training materials, job aids, installation checklists, and other technical resources for field personnel.
• Identify recurring installation issues or knowledge gaps and develop targeted training to address them.
• Assist management in establishing competency standards for installers and evaluating technician proficiency.
• Provide coaching and technical guidance to installation personnel as necessary.

Installation Standards & Process Oversight

• Review and analyze existing appliance installation procedures, workflows, and standards to identify compliance gaps, quality risks, and improvement opportunities.
• Maintain written installation procedures and update them as needed based on applicable building, electrical, plumbing, mechanical, fuel-gas, and other relevant codes; manufacturer requirements; industry standards; safety considerations; and field trends.
• Establish consistent installation standards across delivery and installation teams.
• Develop and maintain installation checklists and quality-control procedures.
• Partner with operations leadership to improve installation quality, efficiency, safety, and customer experience.

Compliance & Technical Leadership

• Serve as an internal technical resource regarding appliance installation requirements and applicable codes within the scope of the role and licensure.
• Monitor changes to relevant New Mexico codes, regulations, and industry standards and communicate material changes to management and field personnel.
• Help determine when installation conditions fall outside standard company procedures or require additional licensed trade involvement.
• Review unusual or complex installation scenarios and provide guidance regarding appropriate installation methods.
• Support management in evaluating installation incidents, callbacks, property damage, or compliance concerns and recommend corrective action.
• Assist with documentation and procedural requirements associated with the company's licensed installation activities, as applicable.

Field Support

• Conduct periodic field observations and installation audits to confirm adherence to company procedures and training standards.
• Accompany installation teams when necessary to evaluate procedures, identify improvement opportunities, or provide hands-on coaching.
• Provide technical assistance for complex or non-routine installations.
• Assist with delivery installations when operationally necessary, particularly when licensed expertise, technical troubleshooting, or additional oversight is required.
• Work collaboratively with delivery and installation leadership without becoming the routine substitute for normal installation staffing.
• Perform additional duties as required and requested.

Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Qualifications

Education and Work Experience

• High school diploma or equivalent required.
• Practical field experience in construction, mechanical, electrical, plumbing, appliance installation, or a closely related trade required.
• Experience installing or supervising the installation of major residential appliances, including ranges, cooktops, wall ovens, dishwashers, refrigerators, laundry equipment, ventilation products, and related equipment preferred.
• Experience developing or administering technical training programs, supervising technicians or installers, conducting quality assurance or field audits, investigating installation failures or property-damage incidents, and creating SOPs, checklists, or technical documentation preferred.

Licensing/Certification:

• Current and valid New Mexico GB-98, MM-02, or EE-98 contractor license in good standing required. Continued employment may be contingent upon maintaining the applicable New Mexico contractor license in active and good-standing status and satisfying any continuing education, renewal, or other requirements associated with that license.
• Valid driver's license and satisfactory driving record required.

Technology Skills: Ability to interpret and apply codes, manufacturer specifications, technical documentation, installation instructions, and installation standards. Proficiency with Microsoft Office tools and ability to create training materials, job aids, reports, checklists, SOPs, and technical documentation.

Interpersonal Relationships: Strong communication, instructional, and coaching skills with the ability to train employees possessing varying levels of technical experience. Ability to build credibility with installers, technicians, service personnel, delivery leadership, operations leadership, and cross-functional partners.

Mathematical/Financial Skills: Ability to apply practical measurements, clearances, specifications, rates, ratios, and basic calculations needed to evaluate installation conditions, appliance fit, utility requirements, and field documentation.

Reasoning: Strong analytical and problem-solving ability. Ability to evaluate installation conditions, identify code or manufacturer requirement concerns, assess risk, determine when escalation or licensed trade involvement is needed, and develop practical, scalable process improvements.

Communication: Excellent written and verbal communication skills. Ability to translate technical requirements into practical field procedures, explain expectations clearly, document standards and findings accurately, and communicate professionally with employees, leaders, customers, and business partners.

Physical Demands: The position requires periodic work in residential and commercial installation environments. The employee must be able to safely perform the physical activities reasonably associated with appliance installation and field inspection, including standing, bending, kneeling, using hand and power tools, and working around large appliances and building utility connections, with or without reasonable accommodation.

Work Environment: Works in office, classroom, warehouse, delivery, and residential or commercial field environments. Field work conditions may vary and may include exposure to jobsite conditions, utility connections, large appliances, customer homes, operational areas, and moderate noise. Enhanced safety awareness and PPE may be required.

Travel: Regular travel within New Mexico and to company and customer locations is required. Occasional field support may be required based on business needs.

Supervisory Responsibility: This position does not routinely supervise staff but provides technical leadership, training, coaching, field guidance, and process oversight to delivery and installation personnel as assigned.

Other Duties: This job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.