Project Manager (Service) - Job Description
Classification: Salaried, Exempt Full Time Position
Reports to: Senior Project Manager
JOB DESCRIPTION :
The Project Manager is responsible for ensuring all maintenance and repair work orders are completed in a timely and professional manner while meeting/exceeding the client expectations. Consequently, this position requires a high level of responsibility with managerial experience for at least 3 people, a result oriented - can do attitude, and schedule flexibility to take calls after business hours and on weekends on an as needed basis.
Essential Functions

1. Leads and directs a project management team which may consist of an associate project manager and/or assistant project managers.
2. Manage client work order verification process according to client service level agreements.
3. Provide timely price quotes to the clients and follow up with them.
4. Establish and maintain existing vendor relations.
5. Match and assign the appropriate vendor for the work order.
6. Ensure the timely dispatch of vendors.
7. Maintain accurate records of the work orders, invoices, reports, emails, and other correspondence.
8. Collaborate with clients on a national level and update them on the status of each phase of work.
9. Analyze and resolve client issues and concerns in a professional demeanor.
10. Evaluate and reconcile vendor invoices.
11. Daily review and management of assistant project managers' work; prioritize workload.
12. Work with billing and invoicing department to bill clients accurately for work orders.
13. Consistently ensure client work orders are completed per their service level agreements.
14. Act as the point person for problem resolution and client relations for multiple projects
15. Must be able to perform the job physically from office Mon-Fri per week during normal business hours.
16. This role requires the incumbent to be available by phone and email after hours and/or on weekends, on an as needed basis if the on-call team is not available any weekend.
17. Always comply with company protocol and procedures
18. Perform other miscellaneous duties as assigned.

Other Duties
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.
Required Competencies:
Core:

1. Management/Leadership Skills (Time Management/People Management)
   1. Ability to supervise a team by setting clear expectations and managing to those expectations. Hold employees accountable for achieving their goals.
   2. Organize and prioritize team tasks.
   3. Motivate the team and provide direction.
   4. Develop team members knowledge/skills to meet the needs of their role.
   5. Write and monitor employee goals.
   6. Reward employees for doing a good job.
   7. Mentor, coach, and discipline employees when necessary
   8. Sets priorities. Schedules activities
   9. Allocates and uses resources properly.
2. Problem Solving/Analysis skills.
   1. The ability to accurately assess a situation and arrive at a positive solution.
   2. Analyzes problems by gathering and organizing all relevant information.
   3. Identifies cause and effect relationships.
3. Communication Proficiency
   1. Expresses ideas effectively and professionally. (Written and verbal)
   2. Organizes and delivers information appropriately.
   3. Listens actively.
   4. Understands proactive communication/anticipates communication needs and acts accordingly.
4. Customer Service Experience
   1. Anticipate customer needs and proactively respond. Be responsive.
   2. Speedy and effective resolution of customer issues and complaints
   3. Understand customer communication style and adapt to meet their expectations.
   4. Manage communication in a way to presents a positive and proactive customer perception.
5. Technical/Trade knowledge
   1. Understanding of core trades
      1. Common terms and concepts
      2. Common repair issues and resolution
      3. Understanding of materials
   2. Understanding of core facility systems (function, process, materials)
      1. Plumbing (supply/waste etc.)
      2. Electrical (supply/fixtures etc.)
      3. Fixtures
      4. Doors/ locks
      5. HVAC
      6. Flooring
   3. Ability to speak confidently and with knowledge about repair issues.
      1. With client - ability to discuss repair issues with client using knowledge, expertise and insights that add value to the tech findings or client issues.
      2. With techs - ability to discuss/ challenge/ collaborate with techs to get to the best repair solution.

Secondary:

• Basic experience operating computer hardware and software and ability to learn new software.
• Ethical Conduct

Supervisory Position
This position will directly supervise a minimum of one person in the team and serve as a coach and mentor for other positions in the department.
Work Environment
This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. This job is in an open space office environment with considerable background noise and disturbances.
Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to talk or listen. This is largely a sedentary role. This role would require the ability to lift files, open filing cabinets and occasionally bend or stand on a stool as necessary. Other regular physical demands include standing, sitting, walking, stooping, repetitive motion, lifting not more than 15 pounds, reaching, typing.
Position Type/Expected Hours of Work
This is a full-time position with 40 hours of work or more. Days and hours of work are the normal business hours from Monday through Friday, 8:30 a.m. to 5:00 p.m. EST. Regular availability to answer phone calls after work hours and on weekends is required as job duties demand.
Travel
Minimal travel is expected for this position (5% or less).
Required Education and Experience
A four-year college degree is required with minimum 3 years of experience in project management in similar renovation or construction industry or high school graduate with minimum 5 years of experience in similar industry or four-year college degree with at least 5 years' experience in customer service management position or any similar combination of education and experience.
Work Authorization
Must be authorized to work in the U.S without needing sponsorship at time of hiring or in the future.
ADA/EEO Statement
Must be able to perform the essential functions of the job with or without reasonable accommodations.
Equal employment opportunities (EEO) will be provided to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, genetics, or veteran status. In addition, all applicable federal, state, and local law requirements will govern nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.
Any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status is explicitly prohibited. Violation of company policies and procedures or code of conduct, including inability to perform the job duties adequately may result in discipline up to and including discharge.
At Will Employment
Your employment is at-will and either party can terminate the employment relationship at any time with or without cause and with or without notice. This is not a contract job.
In this role, you will be expected to carry out the duties and responsibilities described in the enclosed job description, which is periodically updated to reflect business needs. This job description has been approved by management.