Delivery & Installation Specialist

Delivery & Installation Specialist Job OverviewThe Delivery & Installation Specialist will be responsible for ensuring successful delivery and installation across major projects, coordinating with internal departments, logistics partners, After-Sales teams and external suppliers. The role will drive installation quality, compliance, customer satisfaction and continuous improvement across the delivery and installation network.Key ResponsibilitiesCoordinate major projects across Customer Service & Logistics, Sales, Marketing, After-Sales, Training, 3PL partners, external suppliers and Finance, from tender negotiation through project handover and cash collection.Address customer inquiries and coordinate with relevant departments to ensure timely resolution and an excellent customer experience.Ensure adequate installation competency across the installation network through e-learning certification, classroom training and on-the-job training.Verify the implementation of Delivery & Installation (D&I) guidelines, protocols and fixing requirements across the installation network.Monitor market feedback, including NPS, FFM and snagging data, to identify delivery and installation failures and recommend corrective actions.Conduct installation quality audits to ensure logistics partners comply with established D&I protocols and installation standards.Monitor the correct implementation and adoption of installation documentation and processes.Audit installations requiring fixing and verify that corrective work has been completed properly.Ensure logistics partners comply with HSE requirements, contractual obligations and required certifications.Manage the snagging process, including work-order analysis, root-cause identification, corrective actions and problem-solving.Manage appropriate cost allocation for installation and snagging activities.Prepare and share periodic quality and D&I KPI reports with management and HQ.Drive continuous improvement initiatives using Lean / PDCA / Total Quality methodologies.Key Skills & Technical CompetenciesStrong technical product knowledge, preferably with an After-Sales background.Experience in delivery, installation, service or field operations.Strong analytical and problem-solving skills.Advanced proficiency in Microsoft Excel.Knowledge of Lean, PDCA and Total Quality methodologies.Experience with ERP/CRM systems.Strong project management and coordination skills.Excellent communication and stakeholder management skills.Experience managing 3PLs, suppliers, technicians and internal stakeholders.Strong understanding of HSE and installation quality standards.Key Performance Indicators (KPIs)QualitySnagging Orders % – Delivery & InstallationD&I Failure RateE-learning Training Completion / Skill Matrix Coverage% of Orders Returned Due to D&I IssuesNPS ImprovementCost / EconomicsReduction in Snagging Intervention CostsReduction in Overdue OrdersAvoidance of Customer PenaltiesTiming / EfficiencySnagging Work Order Lead Time – D&I RelatedTimely Resolution of Installation IssuesProject Handover Timeliness