Regional Account Manager

Senior leadership position responsible for managing all operations of the assigned region. Regional Manager is accountable for achieving revenue / profitability goals, minimizing region overhead costs, maintaining equipment and staffing necessary to achieve required capacity, performing all work according to GRSI standards, and providing superior service support. Most Importantly, manager must ensure that all necessary equipment, training, monitoring and corrective action is done to ensure a safe working environment for all parties at all times and 100% compliance with government rules and regulations. The Regional Manager is expected to work closely with Account Managers & Customer Service to understand and meet customer needs and schedule expectations. This includes service work and / or job estimating as needed. Responsibilities also include managing, not only company personnel, but also subcontractors required to complete jobs under their responsibility. In addition, the Regional Manager will often be asked to take responsibility for jobs in nearby states or in their own state outside their local area. As a senior leader, the Regional Manager is expected to not only support short-term production needs, but also understand, contribute to and support the long-term strategic direction of the company.
Reporting
Reports to Regional VP of Operations
Duties and Responsibilities
Production Financial Results
Meet revenue and profitability goals for the region
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Revenue
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Maintain production capacity required to meet job revenue demands in a timely manner
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Prepare for and attend (via conference call) weekly WIP review meetings
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Provide updated 3-month production schedule that shows current planned resource allocation and open capacity opportunities
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Maintain equipment, staffing and subcontractor relationships necessary to achieve capacity targets and provide additional short-term flex capacity when required
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Plan long-term actions necessary to provide production support for company’s long-term strategic plans
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Gross Profit
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Set and achieve gross profit goals
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Actively manage job costs to minimize direct expenses and maximize gross profit
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Pre-job
➢
Verify roof characteristics and conditions to confirm the scope of work and accurately determine all costs to complete the job
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Review Input Sheet – identify opportunities for cost savings, adjust if necessary and approve
Select
the most cost-effective material/vendor
Determine
labor source/cost and supervision requirements
Identify
& minimize other direct expenses like equipment rental, disposal fees & travel
Duties and Responsibilities (continued)
Production Financial Results (continued)
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During Job
➢
Carefully track job costs and GP projections
➢
Monitor labor productivity and material usage relative to projections
➢
Promptly identify and communicate issues / cost over runs
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Ensure that all costs & change orders are entered & that GP estimate is reconciled with NetSuite
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Net Income
o
Control & minimize region overhead costs
Organizational Responsibilities
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Manage region staff including hiring, goal setting, coaching, mentoring, performance monitoring, rewarding, disciplining and terminating employees
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Maintain updated employee training in required job skills and company policies
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Maintain an accurate record of employee time entries in NetSuite
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Promote core company values of safety, customer service, honesty, integrity and professionalism Job Execution & Client Relations
General
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Consistently deliver positive customer experiences by meeting commitments, performing quality work and executing the job in a professional manner
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Perform all jobs with top quality workmanship, methods and materials
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Maintain job site protocol and client courtesy
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Proper housekeeping and job site clean up
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Professional worker dress and conduct
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Minimized tenant/client disruption
o
Execute work on schedule without unexpected incidents or delays (excludes normal weather delays)
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Meet or exceed all client expectations
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Provide outstanding customer communication throughout all phases of every job – communicate and address matters of potential concern immediately
o Respond promptly to all client inquiries with complete and accurate information.
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Resolve all customer concerns, complaints and escalated issues to the clients’ complete satisfaction
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Maintain availability to respond to emergency issues 24/7
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Accurately represent the company’s image, attitude, integrity and professionalism at all times
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Stay up to date on company standards/practices, industry standards, regulations and laws as well as any new innovations, materials, tools and/or processes that can benefit the company
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Provide market/client/competitive intelligence & identify potential opportunities for additional business
Pre-Job Preparation
• Verify roof characteristics and conditions to confirm the scope of work
• Review, correct and/or approve Input Sheet
• Allocate / schedule required resources
• Order required materials & arrange for necessary site support
• Identify & assign job crew and/or subcontractor (verify that subcon agreement is acceptable & current)
• Perform job hazard assessment and ensure that there is a resourced safety / fall plan in place
• Verify that necessary licenses are current and obtain necessary permits
• Identify client Project Manager & Property Manager
• Provide detailed & committed job schedule
• Prepare for & attend pre-production meeting
Job Execution & Client Relations (continued)
During Job Execution
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Carefully track job costs and GP projections - Promptly identify & communicate issues
o Monitor labor productivity and material usage relative to projections
• Maintain close job supervision - Perform regular field inspections
o
Promptly identify and correct any site protocol, worker conduct, safety or other issues
o
Promptly identify, address & communicate any undisclosed issues or unforeseen circumstances
o
Monitor job progress and ensure that work is being performed correctly
o
Maintain working punch list & correct issues promptly
o
Immediately identify needed change orders – communicate description and cost
o
Drive commitment to execute work without unexpected incidents or delays
o Provide weekly updates on job progress and any potential schedule changes
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Facilitate material manufacturers interim inspections if required – correct any identified issues Upon Job Completion
• Restore site to its original condition
• Invite client to inspect roof / review punch list
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Facilitate material manufacturers final inspection if required – correct any identified issues
• Complete any remaining contractual commitments associated with job
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Ensure that all costs & change orders are entered & that GP estimate is reconciled with NetSuite
• Close all open permits and return unused material to inventory Service Support Providing all necessary resources and procedures to ensure timely and complete service support for leak repairs and contract maintenance
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Take ownership for the availability of all required material, equipment and labor resources to meet clients’ service demands
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Respond promptly to clients’ service needs - identify necessary resources and provide job schedule
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Promptly correct issues with material outages or roof technician absences
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Monitor progress of all current and pending jobs to maintain all scheduling commitments
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Communicate and document job updates and photos in a timely fashion
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Ensure that all service work is performed correctly and to the clients’ complete satisfaction
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Document summary of work performed and actual job cost after service work completion
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Provide all necessary administrative support to maintain accurate & updated work order data in NetSuite
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Ensure that all service invoices are processed promptly and payment is collected in a timely manner.
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Continuously improve service business processes to increase efficiency and effectiveness, to improve quality/minimize callbacks and to improve responsiveness and performance to schedule commitments
Worker Safety, Regulatory Compliance & Risk Management Ensure that all necessary equipment, training, monitoring and corrective action is done to ensure a safe working environment for all parties at all times and 100% compliance with government rules and regulations
• 100% compliance with OSHA / government regulations
• Top priority support for maximizing worker safety
• Programs and procedures to reduce workplace injuries and minimize worker's compensation costs
• Procedures and practices to minimize general liability risk
• Selection and management of subcontractors to ensure compliance to all GRSI safety standards and minimization of other potential risks
• Hazard and safety assessments performed on all jobs
o Risk management plans identifies and implemented for non-safety related risks
o Resourced safety / fall plans employed for worker safety hazards