MT. PLEASANT HARDWARE, INC.
Project Manager
Status/Hours: full-time/40 hours per week
Wage: $30.00 – $40.00 per hour
This full-time Management position is responsible for the completion of service requests. Duties include scheduling, estimating, quoting and directing technical team toward completing projects.
Responsibilities
- Organize and communicate service order details and progress to staff and customers
- Direct staff to record project progress details and correspondences accurately
- Direct Service team to follow safety procedures when completing service orders
- Train Service Team to record estimates and job progress accurately
- Conduct and review estimates to determine project scope
- Create, approve and communicate quotes for service orders to customers
- Follow-up on open service quotes to convert to orders
- Oversee the procurement and preparation of materials necessary for service orders
- Schedule estimates and service orders appointments
- Direct Service Team in the best approach to complete service orders
- Meet with customers and Service team to track project progress
- Follow-up with customers to ensure satisfaction for service orders
- Respond to escalated issues regarding service orders
- Research and recommend expansion of company products and services
- Maintain familiarity with company clients and vendors
Physical Requirements
· Ability to stand and work continuously for extended periods of time to complete tasks
· Ability to lift moderate to heavy objects up to 50 pounds unassisted.
· Ability to climb, stoop, kneel, reach, push, pull, grasp and perform repetitive motions
· Ability to hear and speak well to exchange information
· Ability to see in order to be aware of hazards and dangers found in the workplace
Character Requirements
· Patience to listen, learn and make improvements
· Respect to communicate clearly with colleagues, managers, vendors and customers
· Integrity to professionally lead service team
· Diligence to ensure efficient project completion
· Efficiency to reach and exceed performance metrics
Qualifications
- Five years of experience in window glazing, construction or related trade or at least one year with us as an Estimator and/or Technician
- Must demonstrate proficient customer service and communication skills
- Must demonstrate excellent time management skills
Safety
· Ensure personal and fellow employee safety is the priority
· Monitor work areas for safety hazards
· Direct Service team to follow safety protocol and report safety concerns to you
· Wear seatbelts while travelling in company vehicles
· Operate all equipment and vehicles in a safe manner
Training
- Operate our service order communication platform to optimize the customer service request journey
- Access our POS system to communicate with customers and staff
- Monitor hours billed vs hours worked and promote labor efficiency
- Balance project workload with available capitol and available human resources
- Build and maintain our network of internal technicians and external contractors to fulfill service requests and expand our capacity
- Interview and potential associates and train new hires for appropriate roles
Chain of Command
- You will report to the Operations Officer
- You will work directly with the Retail Manager to communicate with customers and process orders
Performance Metrics
· Labor efficiency
· Service profit growth
· Technician Safety
· Client retention
Routines
· Daily
o Communicate daily rundown to service team
o Review process new requests
o Review and price new estimates
o Facilitate procurement for newly approved orders
o Review and record project progress
· Weekly
o Follow up on open quotes
o Conduct client/team meetings and site visits as needed
o Follow up with customer after completed projects to ensure satisfaction
o invoice and file completed project files
· Monthly
o Inspect workplace and equipment for safety and adequate materials
o Cold contact clients to inquire about needs and/or present new service capabilities
