Asset Management - Program Service Manager

Essential Duties And Responsibilities

• Serve as the primary point of contact for Asset Management clients across service, warranty, and maintenance programs.
• Own client communication related to findings, repair recommendations, timelines, budgets, and next steps.
• Build trusted, long-term client relationships that support renewals, service agreements, and program expansion.
• Proactively identify opportunities for additional services, inspections, or long-term maintenance programs.
• Oversee inspection-driven repair execution and warranty-related work in coordination with Diagnostics and Operations.
• Ensure inspection outputs are translated into actionable repair scopes and service plans.
• Manage warranty claims, documentation, coordination with manufacturers, and warranty-compliant repairs.
• Track warranty status, eligibility, and closeout documentation for assigned accounts.
• Manage service agreements and planned maintenance programs, balancing reactive service needs with scheduled work.
• Cookordination service schedules to optimize labor, response times, and client coverage.
• Ensure service agreements are executed in alignment with contractual scope, pricing, and performance expectations.
• Cross-Functional Coordination (Diagnostics & Reporting)
• Partner with the Diagnostics Manager to coordinate internal and third-party diagnostic activities.
• Ensure diagnostic findings are reviewed, understood, and aligned with client objectives before execution.
• Collaborate with CADD / AI / Reporting to ensure accurate reporting, visual documentation, and client-ready deliverables.
• Act as the bridge between technical diagnostics and client decision-making.
• Service Execution Oversight & Quality Control
• Oversee the lifecycle of service jobs from intake through completion and closeout.
• Review and validate field assessments and proposed solutions for accuracy, constructability, and client alignment.
• Ensure work is executed in accordance with safety standards, quality expectations, and NIC best practices.
• Escalate risks, conflicts, or scope deviations proactively.
• Financial & Operational Accountability
• Track and manage job costs including labor, materials, and equipment to maintain profitability.
• Support estimating and proposal development for service, repair, and maintenance opportunities.
• Monitor service performance metrics, backlog, and client commitments.
• Ensure accurate documentation to support billing, reporting, and margin management.

Key Success Factors

• Strong client ownership mindset with high accountability.
• Ability to translate technical findings into clear client-facing recommendations.
• Effective coordination across diagnostics, reporting, and operations teams.
• Balance of urgency and planning in a reactive service environment.
• Consistent focus on quality, safety, and customer satisfaction.

Required Qualifications

• 5+ years of experience in Asset Management, building envelope services, construction services, or facilities-related programs.
• Demonstrated experience managing service work, maintenance programs, or warranty-driven repairs.
• Strong client communication and relationship management skills.
• Proven ability to coordinate cross-functional teams and third-party vendors.
• Proficiency in Microsoft Word, Excel, and Outlook.
• Ability to travel to job sites and respond to urgent service needs.