Service Manager

We're hiring a Service Manager to facilitate service efforts in the San Juan Islands, WA. This position works closely with service superintendents, foremen, and the regional principal to support client relations, performance management, training, and development, as well as AP and AR/Billing for the service department. This position is accountable for thorough and competent management of schedules, estimates, resource allocation, and documentation during the complete life-cycle of service jobs. For many responsibilities, Dowbuilt offers comprehensive support, training and ongoing learning opportunities to develop these skills.

WHAT YOU’LL DO

As a Service Manager, you’ll be responsible for:

• Maintaining timely and effective communication with team, field, client, owner’s rep, design partner, etc.

• Having a proactive, flexible, and responsive attitude when faced with challenges, opportunities and changes. Maintaining an enthusiasm for learning and an openness to feedback.

• Participating in company growth, community engagement and cultivating milestones in-keeping with company strategic objectives.

• Operating from a place of integrity, professionalism, and diligence, always caring for critical relationships with our clients, partners, and in-house team.

Client Relationship Management

• Supporting Service Superintendents and clients with issue management and resolution. Taking responsibility for identifying what is considered Dowbuilt Warranty, Unbillable vs. Billable or back charge.

• Managing complex, nuanced conversations and negotiations with clients, client representatives (estate/ house managers), principals, Build and Service superintendents.

• Meeting with new potential clients to assign resources and ensure fit. Completing new service client set up, including proposals, service agreement negotiation, Project Information Sheet, job number assignments and estimates.

• Responding to all client inquiries and requests in a timely and courteous manner. Supporting team members to build long-term relationships with clients and manage client list and personal information confidentially.

• Assisting Service Superintendents with tracking aging service items and creating service lists and maintenance schedules for service homes.

• Maintaining client records and personal information in accordance with departmental and company policies.

Service Department Management

• Participating in budgeting, financial reviews, and quarterly management reports.

• Collaborating with Build Project Managers, Principals and Superintendents to facilitate smooth transitions of projects from Build to Service.

• Managing overall risk profile of subcontracts and client contracts in accordance with company policies.

Service Team Management

• Performing regular check-ins with team members. Responding to all inquiries and requests from team members and clients. Providing regular feedback and conduct performance development meetings, as well as counseling / corrective action with team members.

• Planning for staffing and manage labor resources efficiently. Coordinating with Dowbuilt’s Recruiting Manager to review postings and job descriptions for accuracy, participating in interviews and provide feedback on candidates.

• Providing new service employee training and onboarding. Presenting learning content and check for understanding. Providing all required documents and create learning plans for new hires. Supporting ongoing professional development goals of team members. 

• Partnering with Dowbuilt’s Safety Manager to provide safety awareness and learning opportunities for team members. Ensuring employees have all required safety training and enforce safety policies and procedures.

Procurement / AP Management

• Coordinating execution of master subcontractor agreements, Certificates of Insurance, and other required subcontractor documentation.

• Submitting, reviewing, and approving subcontractor invoices.

• Assisting Service Superintendents with research, selection, estimate presentation to clients, order and delivery of products and materials.

Billing / AR Management

• Reviewing and approving all time entries, receipts, subcontractor invoices and credit card purchases for service jobs. Investigating and resolving coding questions and issues.

• Reviewing time, materials and subcontractor costs prior to bills being created. Reviewing Field Reports for each client and edit for clarity, content and language.

• Coordinating with Accounting to review pre-billing reports and final bills. Documenting and sending monthly billing to clients via email or post.

• Following up with clients as needed for aging Accounts Receivable. Tracking cash receipts and outstanding bills until resolution. 

Standards around effective communication (both written and verbal)

• Clear—main ideas easily identified and understood.

• Concise—gets to the point without using unneeded words or images.

• Concrete—includes specific examples or explanations.

• Persuasive - refer to objective criteria such as industry practice, project limitations and precedent.

• Self-aware - remain flexible, curious, and courteous in all communications.

WHAT YOU NEED TO SUCCEED

To be successful as a Dowbuilt Service Manager, you’ll need:

• At least 2 years of project management or 5 years of team management related experience.

• Some construction experience and ability to read and interpret architectural drawings, contracts and specifications strongly preferred.

• Technology: proficient in MS Office Suite and cloud-based project management applications. Familiarity with Sage 300 CRE is preferred.

• Relationship Management: establishes and maintains relationships with Dowbuilt departments as well as all Dowbuilt employees, Service clients, subcontractors and vendors. Demonstrates courteous, professional communication in writing, in person and on the phone. Actively listens, takes notes, asks for help and suggests solutions.

• Entrepreneurial Spirit: takes ownership and accountability for Service business in assigned region. Works autonomously and with others to drive client satisfaction and manage costs. 

• Composure: Manages stress and maintains composure in challenging situations. Builds trust and maintains an approachable presence. Treats all proprietary company and client information as strictly confidential outside, and in some cases within, the company.

• Decision Making: Exercises good judgement in routine, daily decisions. Maintains awareness of ‘big picture’ strategies and company goals. An openness to collaborating with any other employee about identifying and solving a specific problem or issue.

• Work Standards: Utilizes quality control and risk management techniques to ensure all service work meets quality standards. Demonstrates a high level of accuracy and efficiency. Possesses basic knowledge of workplace safety and health procedures (ongoing safety training provided).

• Personal Learning: Takes ownership of personal learning and development of new skills and abilities. Maintains curiosity and commitment to learning over time.

• Enthusiasm for fostering an inclusive work environment, leading diverse teams and a commitment to increasing equity for all employees

• U.S. work authorization

WHAT WE OFFER

We are a fun, easygoing bunch of professionals who take a lot of pride in the work we do. We acknowledge the contributions and talents of our team members by providing benefits that support you at work and in life:

• Competitive pay commensurate with skills and experience

• 100% paid Medical, Dental, Vision, short-term disability and $50k in basic life insurance for full-time employees – 1st of the month following DOH

• 35% Medical and 30% Dental + Vision coverage for eligible dependents

• 401(k) retirement savings plan with 3% employer safe harbor contribution

• 8 paid holidays each year, no waiting period

• Paid Time-Off (PTO) – 2.31 hours per week to start (120 hours annually) with an increase to this accrual each January with years of service up to max 192 hours/24 days annually

• Mentorship and career development opportunities

• Annual discretionary bonus

The base pay range for this position is $90,000 - $115,000 annually. Actual compensation within this range will be determined based on factors including, but not limited to, relevant experience, skills, education, certifications, geographic location, and internal equity.

New hires typically start below the midpoint of the range, with the opportunity for growth and advancement over time.

WHO WE ARE

Dowbuilt is a construction company founded in 1980, and today our talented teams can be found from coast to coast. We excel at cutting-edge, innovative, never-been-done-before residential projects and home service—all of which require precision and impeccable attention to detail. We work with top architects, and our builds are regularly featured in publications such as Architectural Digest, Architectural Record, and Dwell.

The Dowbuilt culture is one of care—care for our employees, clients, and the talented craftspeople we partner with—resulting in care for the incredible designs we bring to life.

HOW YOU’LL MAKE AN IMPACT

We’re committed to investing in our team members’ ongoing professional development, and as a leader with Dowbuilt, you play a big part in ensuring that your team has equal opportunity to play to their strengths, fill gaps in knowledge and grow professionally.

Effective career development requires two-way, open communication between employee and manager. This means expectation setting happens on both sides, along with support, mentorship, and goal setting at regular intervals. Find out how you can take your own career to the next level and inspire the next generation of talent with Dowbuilt.

Dowbuilt is an equal opportunity employer that values diversity. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

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