What are the responsibilities and job description for the Service Manager position at CMM?
CMM Custom Homes
Wall, New Jersey
About CMM
Since 1983, the CMM team has been designing & building for families in Monmouth and Ocean County communities. At CMM we build beautiful homes, designed with our clients and crafted in excellence, built with care and experience, to be filled with joy of family and friends. We want to cultivate a thriving workplace, collaborative in approach and leading the industry. Our team members and trade partners are dedicated professionals, working together to successfully bring this vision to life.
Overview
The Service Manager is responsible for overseeing the service and warranty processes, ensuring that client expectations are met and exceeded while maintaining efficiency in operations. This role involves working closely with clients, trade partners, and internal teams to resolve service requests promptly.
Your Responsibilities
Your responsibilities will include, but are not limited to:
Own and manage the final Punch List process, taking full responsibility for driving it to completion with precision, urgency, and quality.
Act as the primary point of contact for homeowners regarding warranty and post-construction service requests.
Develop and maintain a tracking system for service requests, ensuring timely responses and follow-ups.
Maintain a working knowledge of warranty policies, ensuring proper documentation and compliance.
Maintain strong relationships with homeowners, addressing concerns professionally and efficiently. Stay ahead of the homeowners with communication needs.
Monitor trade partner performance and provide feedback as necessary.
Establish strong relationships with key vendors to expedite solutions when needed.
Maintain a professional and proactive approach to client communication, providing clear updates and timelines.
Ensure a positive client experience by setting realistic expectations and delivering on commitments.
Oversee the completion of final punch list items to ensure all project details meet CMM's quality standards.
Coordinate and communicate with homeowners, subcontractors, and vendors to schedule and complete outstanding work.
Perform in-house touch-ups, minor repairs, and finishing tasks as needed to expedite project closeout.
Utilize office support on developing scopes of work, estimates, etc. This can involve meeting on site or in the office to review.
Respond to and manage warranty claims from homeowners, ensuring timely and effective resolution.
Troubleshoot and resolve minor issues independently while coordinating larger repairs with trade partners.
Serve as the primary point of contact for homeowners, subcontractors, vendors, and suppliers.
Ensure all trades adhere to project timelines and quality expectations.
Negotiate and review service agreements, proposals, and change orders as needed.
Utilize Buildertrend to track punch list progress, service requests, and proposals.
Upload photos, notes, and updates on Buildertrend to keep homeowners and internal Team informed.
Create and manage work orders, budgets, and approvals for service-related tasks in coordination with the Team.
Work with leadership to refine and document service processes for efficiency and consistency.
Identify recurring issues and suggest improvements in build quality to reduce service callbacks.
Collaborate with the construction team to enhance best practices based on service feedback.
Work with the Leadership Team to align service operations with CMM's overall project execution.
Report on service trends and client feedback to help refine CMM's build process.
Other duties as assigned by management.
Qualifications & Skills
Strong organizational skills with the ability to track multiple service requests.
Excellent client relations and communication skills.
Experience in construction, homebuilding, or a related field.
Problem-solving mindset with the ability to manage difficult client interactions effectively.
Familiarity with Buildertrend or similar service tracking software.
Ability to work in the field, assessing warranty concerns and managing repairs.
Wall, New Jersey
About CMM
Since 1983, the CMM team has been designing & building for families in Monmouth and Ocean County communities. At CMM we build beautiful homes, designed with our clients and crafted in excellence, built with care and experience, to be filled with joy of family and friends. We want to cultivate a thriving workplace, collaborative in approach and leading the industry. Our team members and trade partners are dedicated professionals, working together to successfully bring this vision to life.
Overview
The Service Manager is responsible for overseeing the service and warranty processes, ensuring that client expectations are met and exceeded while maintaining efficiency in operations. This role involves working closely with clients, trade partners, and internal teams to resolve service requests promptly.
Your Responsibilities
Your responsibilities will include, but are not limited to:
Own and manage the final Punch List process, taking full responsibility for driving it to completion with precision, urgency, and quality.
Act as the primary point of contact for homeowners regarding warranty and post-construction service requests.
Develop and maintain a tracking system for service requests, ensuring timely responses and follow-ups.
Maintain a working knowledge of warranty policies, ensuring proper documentation and compliance.
Maintain strong relationships with homeowners, addressing concerns professionally and efficiently. Stay ahead of the homeowners with communication needs.
Monitor trade partner performance and provide feedback as necessary.
Establish strong relationships with key vendors to expedite solutions when needed.
Maintain a professional and proactive approach to client communication, providing clear updates and timelines.
Ensure a positive client experience by setting realistic expectations and delivering on commitments.
Oversee the completion of final punch list items to ensure all project details meet CMM's quality standards.
Coordinate and communicate with homeowners, subcontractors, and vendors to schedule and complete outstanding work.
Perform in-house touch-ups, minor repairs, and finishing tasks as needed to expedite project closeout.
Utilize office support on developing scopes of work, estimates, etc. This can involve meeting on site or in the office to review.
Respond to and manage warranty claims from homeowners, ensuring timely and effective resolution.
Troubleshoot and resolve minor issues independently while coordinating larger repairs with trade partners.
Serve as the primary point of contact for homeowners, subcontractors, vendors, and suppliers.
Ensure all trades adhere to project timelines and quality expectations.
Negotiate and review service agreements, proposals, and change orders as needed.
Utilize Buildertrend to track punch list progress, service requests, and proposals.
Upload photos, notes, and updates on Buildertrend to keep homeowners and internal Team informed.
Create and manage work orders, budgets, and approvals for service-related tasks in coordination with the Team.
Work with leadership to refine and document service processes for efficiency and consistency.
Identify recurring issues and suggest improvements in build quality to reduce service callbacks.
Collaborate with the construction team to enhance best practices based on service feedback.
Work with the Leadership Team to align service operations with CMM's overall project execution.
Report on service trends and client feedback to help refine CMM's build process.
Other duties as assigned by management.
Qualifications & Skills
Strong organizational skills with the ability to track multiple service requests.
Excellent client relations and communication skills.
Experience in construction, homebuilding, or a related field.
Problem-solving mindset with the ability to manage difficult client interactions effectively.
Familiarity with Buildertrend or similar service tracking software.
Ability to work in the field, assessing warranty concerns and managing repairs.
