Service Manager

• 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.

• 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.

• 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.

• 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.

• 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.

• 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. 

• 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.

• 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

• 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 – 1 st 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.