Alliance/Partner Management, Best Practices, Bug Tracking/Defect Management, Calendar Management, Capacity Management, Channel Strategies, Continuous Improvement, Corrective Action, Cost Control, Customer Escalations, Customer Experience, Documentation, Electricity, Field Trials, Forecasting, Installation Guide, Network Administration/Management, Network Configuration Management, Operations Management, Performance Management, Performance Metrics, Plumbing, Process Improvement, Product Documentation, Product Engineering, Project/Program Coordination, Quality Assurance, Quality Metrics, Safety Standards, Sales, Sales Support, Systems Administration/Management, Technical Writing, Time Management, Training/Teaching Materials
Location: Onsite, four days per week - Kohler, WI
Opportunity
The Manager-Field Operations and Installation Services is responsible for building, managing, and continuously improving a national network of installation partners for custom and modular sauna projects across the United States. This role functions as the organization's general contractor-style leader for installation execution: owning labor strategy, partner qualification, training standards, scheduling coordination, quality assurance, and performance management.
Primary Responsibilities
National Installation Network Development
- Build and maintain a national network of certified installation contractors and regional partners.
- Identify, vet, onboard, and qualify new installation partners in priority markets.
- Define partner tiers, coverage models, and capacity planning by region.
- Develop long-term labor strategy to support growth of custom and standard sauna programs.
Partner Management & Performance Accountability
- Own installation partner relationships and performance management.
- Set standards for quality, safety, schedule adherence, and customer experience.
- Track and manage KPIs including defects, callbacks, rework, and satisfaction.
- Lead corrective action, retraining, or partner replacement when standards are not met.
Installation Program Ownership
- Own national installation standards, playbooks, and best practices.
- Standardize pricing models, labor guidelines, and installation time assumptions.
- Define scope boundaries between installers, electricians, plumbers, and dealers.
- Continuously improve processes to reduce cost, errors, and cycle time.
Training, Certification & Capability Building
- Own installer certification and recertification programs.
- Oversee technical training content, field guides, and documentation.
- Ensure consistent training delivery across all regions.
- Serve as escalation point for complex technical installation issues.
Project & Field Coordination
- Act as internal general contractor for complex or high-profile installations.
- Support dealers and sales teams with labor strategy for custom projects.
- Coordinate labor planning, scheduling models, and capacity forecasting.
- Partner with Product and Engineering on install ability and field feedback.
Outcomes
- Establish a reliable, scalable national installation partner network with defined coverage and capacity in priority markets.
- Deliver consistently high-quality installations with measurable reductions in defects, rework, and customer escalations.
- Improve installation cycle time and on-time completion performance through standardized planning, scheduling, and partner coordination.
- Implement and maintain a clear installer certification program that increases partner capability and reduces variability across regions.
- Strengthen dealer, sales, and customer confidence in the installation experience-resulting in higher satisfaction and repeat/referral business.
- Create a closed-loop field feedback system that improves install ability, documentation, and product/process readiness for national growth.
K
Kohler Co
Gracious living is marked by qualities of charm, good taste and generosity of spirit. It is further characterized by self-fulfillment and the enhancement of nature. Our mission is to improve your sense of gracious living in every experience you have with a KOHLER® product or service.