Service Manager
2 days ago
Jacksonville
Who We Are Norlee Group, Inc. is a multi-trade building systems organization delivering integrated electrical, mechanical, and technology solutions across commercial, industrial, institutional, and specialty markets. As part of our continued growth under the One Norlee platform, we are seeking a skilled and customer-focused Electrical Service Dispatcher / Service Coordinator to join our team. Position Summary: The Service Manager at Norlee Group plays a critical role in ensuring the efficient operation of the service department. This position involves leading service projects from initiation to completion, managing client relationships, and ensuring high-quality service delivery. The Service Manager will coordinate resources, optimize workflows, and drive customer satisfaction while maintaining compliance with industry standards and company policies. Essential Duties and Responsibilities • Conduct site visits to monitor project progress, track key milestones, and adjust plans as necessary to meet deadlines and quality standards., • Conduct risk assessments and develop mitigation strategies, proactively addressing potential challenges that may impact project delivery., • Implement and oversee service delivery processes, ensuring high-quality outcomes and client satisfaction., • Gather and analyze client feedback to identify areas for improvement in project execution and service delivery., • Prepare and present updates and reports to stakeholders, highlighting successes, challenges, and actionable insights., • Train and mentor team members on service best practices and service management principles., • Manage service contracts and agreements, ensuring compliance with terms and monitoring performance metrics., • Review and ensure compliance with all submittals, including gear and fixture submissions, with project requirements., • Coordinate with the superintendent and purchasing manager to manage rental equipment, ensuring timely ordering, utilization, and removal from the site., • Assist with verifying project takeoffs and ensuring material buyouts are completed, while maintaining accurate budget sheets and monthly projections., • Conduct kick-off meetings with key stakeholders to review scope, schedule, methods, and responsibilities., • Work with the purchasing agent and suppliers to ensure timely delivery of materials to the project., • Prepare a schedule of values and billings to maintain a positive position on all projects., • Ensure timely project closeout, client education, and delivery of documents., • Attend all project meetings and coordinate with the Field Operations Manager to ensure schedule attainment., • Other duties as assigned. Key Measurables The success of this role can be gauged by the following metrics: • Billings more than costs on all projects., • Frequency of upper-level management intervention to address and resolve issues with other departments., • Client feedback on project execution (both positive and negative), • Documented kickoff meetings on all projects., • Consistent accuracy of budget sheets and projections. Competencies: • Communicates Effectively: Is effective in a variety of communication settings: one-on-one, small and large groups, or among diverse styles and position levels; Attentively listens to others; Adjusts to fit the audience and the message; Provides timely and helpful information to others across the organization; Encourages the open expression of diverse ideas and opinions., • Drives Results: Has a strong bottom-line orientation; Persists in accomplishing objectives despite obstacles and setbacks; Pushes self and helps others achieve results; Maintains focus on delivering high-quality outcomes; Takes ownership of goals and fosters accountability within the team., • Ensures Accountability: Holding self and other accountable to meet commitments; following through on commitments and makes sure that others do the same; Acts with a clear sense of ownership taking personal responsibility for decisions, actions and failures; establishes clear responsibilities for monitoring work and measuring results., • Collaborates: Building partnerships and working collaboratively with others to meet shared objectives; works cooperatively across the organization to achieve shared objectives; Partners with others to get work done, crediting others for their contributions and accomplishments; Gains trust and support of others to meet objectives., • Plans and Aligns: Planning and prioritizing work to meet commitments aligned with organizational goals; setting objectives to align with broader organizational goals breaking down objectives into appropriate initiatives and actions; stages activities with relevant milestones and schedules; anticipates and adjusts effective contingency plans., • Organizational Savvy: Maneuvering comfortably through complex policy, process, and people-related organizational dynamics. Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Education and/or Experience: College Education Desired. Minimum of five years of verifiable experience in a related role; Experience preparing and enforcing quality control programs in a similar role; Ability to read drawings/specifications. Language/Interpersonal/Leadership Skills: Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals; Ability to express opinions and ideas, both verbally and in writing, in a clear concise manner; Ability to listen. Mathematical Skills: Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Computer Skills To perform this job successfully, an individual should have proficient computer skills and knowledge of Microsoft Office 365 tools including but not limited to Adobe, Outlook, Word, Excel, Teams, PowerPoint. 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. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The employee is frequently required to stand; walk; sit and stoop, kneel, crouch, or crawl; Endurance and Ability to walk the entire job site including stairs and elevated structures; Dexterity of hands and fingers to operate a computer keyboard, mouse and business equipment. The employee must frequently lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, peripheral vision and depth perception. Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. When on construction job sites you will encounter typical construction conditions including extreme temperatures, noise, dust, mud debris, welding, leading edge, trenching, and shoring, sometimes in a confined space. You may be required to visit multiple locations during any one day. Equal Opportunity Employer Norlee Group, Inc. is an equal opportunity employer. We value diversity and are committed to creating an inclusive environment for all employees.