Service Lead

Description

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 locksmith repairs, door hardware, dock levelers, baler repairs, door and window replacement and emergency board ups.

Directly Reports To: Account Manager

Job Responsibilities

• Provide a single point of communication and ownership of work orders to sub-contractor vendors, clients, and Account Manager.
• Research, assign, and dispatch sub-contractor vendors to work orders based on their ability to meet scope, pricing, timelines, and client’s key performance indicators.
• Communicate and coordinate with sub-contractor vendors to ensure timelines are met and scopes of work are complete, all within budget and to client’s satisfaction.
• Work with clients and Account Manager on any work order escalation including, but not limited to, immediate increases needed in budget for service or project work, issues onsite, and scheduling delays and/or cancellations.
• Negotiate pricing with sub-contractor vendors at initial dispatch and continuously as additional work is needed on every work order.
• Work with Service Coordinators to review and reconcile all closing documentation, especially invoices.
• Communicate and reconcile disputes, including invoice disputes, with sub-contractor vendors.
• Add copious amounts of notes to Evo’s software platform and client portals meticulously, concisely, and clearly.
• Communicate through client portals to provide updates throughout job timeline and set scheduling dates.
• Meet expectations and timelines set by both the client and Evo.
• Identify live change orders and escalate to Account Manager for immediate approvals with client while techs are onsite.
• Participate in mandatory rotational on-call schedule.
• Additional duties and special projects as assigned.
  
  

Requirements

Candidate Qualifications:

• Legally eligible for work in the United States without sponsorship at time of hire.
• 1 plus year experience in a service or call center environment specializing in facility management and service dispatching.
• Expert multi-tasking skills combined with ability to prioritize quickly in a fast-paced environment.
• Sharp attention to detail.
• Excellent verbal and written communication skills with the ability to effectively communicate at all levels of the organization.
• Professional and friendly demeanor with a knack for establishing positive rapport with co-workers, sub-contractor vendors, and clients via telephone and in person.
• Proficient in Microsoft Office Suite.
  
  

Preferences

• Project management experience/certification.
• Prior working knowledge of Service Channel, OfficeTrax, CorrigoPro, FM Pilot, Service Now and/or other client facility management portals is highly desirable
• Knowledge and exposure to restaurant and/or general construction.