Service Lead

Job Overview:

The Service Lead is responsible for managing work orders for a specific client, region and/or trade based on Account Manager’s direction. This role involves vendor management, negotiating with vendors, project management and communication through third party portals of customers. Will report directly to an Account Manager. Fast paced position with a need for excellent verbal and written communication skills. Knowledge of trades including plumbing, electrical, and carpentry is a plus.

Directly Reports To: Account Manager

Job Responsibilities:

• Assign and dispatch correct sub-contractors to work orders based on their ability to meet scope, pricing, timelines and customer’s KPIs.
• Consistent and frequent communication with sub-contractors to ensure timelines are met.
• Track and receive info from sub-contractors regarding pricing and scopes. Verify scopes are correct and photos have been submitted.
• Work with Account Manager on any service WO escalation including immediate increase needed from customer, issues on ongoing project, scheduling delays and/or cancellations.
• Negotiate pricing with sub-contractors. Detail all info, review for accuracy, and prior to sending to estimator.
• Evaluate and reconcile sub-contractor invoices. Communicate with sub-contractors if there are inaccuracies or disputes.
• Communicate with sub-contractors regarding any issues or concerns on the job site. This includes changes in scopes, additional work needed, and pricing.
• Entering notes into the service portal as well as the client portals. Ensure notes are up to date and accurate.
• Meet timelines and expectations set by the client.
• Maintain a 14 day max average of all open WO’s from creation to completion of work.
• Participate in the rotational on call schedule
• Any additional tasks set by the Account Manager

Required Meetings:

• Weekly KPI Meeting with Account Managers
• Bi-Annual State of the Company Meeting
• Other meetings as assigned

Candidate Qualifications:

• 3-5 years of service dispatching experience with sub-contractors within the facility maintenance industry
• 4 year college degree is preferred
• Prior working knowledge of Service Channel, OfficeTrax, Corrigo as well as other customer portal systems is required
• Knowledge and exposure to restaurant construction is highly desirable.
• Must be legally able to work in US without sponsorship required at time of hire \
• Excellent technical skills, including using computers, the internet and file sharing required.
• Strong personal management skills, dedication and organization required.