Technical Operations Analyst

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The Installation Support Specialist provides remote technical support, diagnostics,

and operational analysis for installation and service activities. This role

partners with Install Partners, Customer Service, and internal teams to resolve

issues, improve quality, and drive consistent service performance.

Duties and Responsibilities:

• Provide remote troubleshooting and diagnostic support for installation and service issues
• Guide Install Partners through repair solutions and ensure proper issue resolution
• Analyze service issues to determine root cause and recommend corrective actions
• Support quality control efforts by identifying trends, defects, and process gaps
• Serve as a primary point of contact for Install Partners on technical service issues
• Assist with resolution of escalated customer service issues and ensure timely outcomes
• Collaborate cross-functionally with Sales, Operations, and Customer Service to align execution
• Utilize CRM and field systems to document issues, track resolutions, and maintain data accuracy
• Support continuous improvement initiatives to reduce callbacks, rework, and service costs

Required Education and Experience:

• Bachelor's degree or a combination of education, training, and experience.
• 3 years of experience in construction, installation, or related technical field

Preferred Requirements:

• Prior experience in technical support or service operations
• Experience analyzing service data and identifying trends
• Familiarity with quality control processes or field audits
• OSHA or safety-related knowledge

Additional Requirements:

• Strong technical knowledge of gutter systems or similar exterior home services
• Ability to diagnose and resolve issues remotely
• Strong communication skills with ability to explain technical concepts clearly
• Experience working with Install Partners or subcontractors preferred
• Proficiency with CRM systems and field technology platforms

Disclaimer

This job description is not meant to be an all-inclusive list of duties, functions, and/or responsibilities of this position. Other related functions and responsibilities may be assigned as required to complete assignments or initiatives. The company reserves the right to change, add, delete, or modify job functions as necessary based on business necessity.  The company or employee has the right to terminate employment at any time for any reason; employment is at will, to the extent of federal, state, or local law. This job description does not promise or guarantee continued employment with the company.

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