Jess Smith
Everett
Summary
Dynamic Operations Manager with a proven track record at ABM Building Solutions, excelling in cost control and financial reporting. Expert in process improvement and team leadership, driving operational efficiency and enhancing customer satisfaction. Successfully managed a $5 million maintenance base while fostering a culture of safety compliance and employee training.
Overview
25
25
years of professional experience
1
1
Certification
Work History
Service Manager
Trotter & Morton Facility Services of PNW
03.2022 - 04.2025
- Manage day to day branch operations including up to 2 office staff and up to 9 Union field technicians and supervisors
- Control overhead costs
- Maintain planned GP of 42% or higher for up to $2.8 million maintenance base, almost $1 million pull through work, and $1-2 million project revenue per year
- Quote all pull through service work less than $5k
- Work closely with team to coordinate quoted service work and ensure customer satisfaction
- Continually escalate maintenance contracts and update spend plans to maintain planned GP
- Audit all work orders for accuracy and to monitor costs
- Work directly with Sales team to price maintenance for new and existing customers
- Quote project work as needed, including large controls projects or multiple unit replacements
- Resolve all operational related customer issues and complaints
- Provide onboarding and ongoing training for office staff and field technicians
- Manage and train on current work order management system
- Develop new processes and implement new tools for Operations department to improve efficiency and performance
- Monthly/weekly review of financial reports to pinpoint cost issues and manage GP
- Monthly reporting to corporate regarding financial performance
- Implement and manage new quoting tool for field and office for pull through work
- Meet with customers regularly to ensure satisfaction with work performed or to discuss budgetary needs
- Conduct weekly safety meetings with field technicians and sales staff on required annual OSHA safety topics
Operations Manager
ABM Building Solutions
Benicia
05.2015 - 10.2021
- Company Overview: ABM Building Solutions in Benicia, CA
- Manage day to day branch operations including up to 4 office staff and up to 22 Union field technicians and supervisors
- Control overhead costs
- Maintain planned GP for $5 million maintenance base and work with Project team to maintain GP for project and BES work
- Work closely with team to coordinate quoted service work and ensure customer satisfaction
- Continually escalate maintenance contracts and update spend plans to maintain planned GP
- Audit all spot/extra, emergency, and overhead work orders for accuracy and to monitor costs
- Work directly with Sales team to price maintenance for new and existing customers
- Resolve all operational related customer issues and complaints
- Provide onboarding and ongoing training for office staff and field technicians
- Manage and train on current work order management system
- Develop new processes and implement new tools for Operations department to improve efficiency and performance
- Monthly/weekly review of financial reports to pinpoint cost issues and manage GP
- Monthly reporting to GM regarding Operational performance
- Special project: worked with the Franchising team to test & evaluate former and current work order management systems and assist in the decision to make a major change, continue to work with that team on improvements
- Organize and manage large multi-vendor maintenance contracts
- Provided insight for the corporate Fleet Safety/Telematics Program for all of ABM
- Operations Leadership Summit 2017
- Service Manager of the Year COF 2018
- ABM Building Solutions in Benicia, CA
Service Coordinator
ABM Building Solutions
Benicia
04.2000 - 05.2015
- Company Overview: ABM Building Solutions (formerly Airco Commercial) in Benicia, CA
- Customer Service Representative for all accounts
- Update and maintain customer database and contract files
- Proficiency in Microsoft Word, Excel, and Outlook (typing: 70WPM)
- Maintain mailing lists for customers and vendors for annual mailings
- Prepare materials for various office meetings and take minutes as needed
- Provide support for all other departments
- Coordinate new agreements/projects and enter into database
- Organize annual company functions for branch office
- Coordinate and direct office staff
- Support and special projects for Managers and Vice President
- Train & support Admin Assistant, Service Clerk, and Dispatcher
- ABM Building Solutions (formerly Airco Commercial) in Benicia, CA
Telephone Counselor
Bill Wilson Center
Santa Clara
05.2006 - 01.2007
- Answered all incoming crisis phone calls for 4 hour shifts
- Practiced reflective and empathic listening skills
- Practiced maintaining personal boundaries
- Maintained caller log for all crisis calls during shift
- Mandatory Reporter for child or elderly abuse cases
- Assisted in training for new telephone counselors, including role-play activities and shadow shifts
Education
Master of Arts - Education
San Jose State University
San Jose, CA05-2011
Bachelor of Arts - Psychology
San Jose State University
San Jose, CA05-2007
Skills
- Operational management
- Cost control
- Financial reporting
- Customer relationship management
- Work order management
- Employee training
- Process improvement
- Project management
- Safety compliance
- Team leadership
- Process implementation
Certification
- OSHA 30
- Arc Flash NFPA 70
- Leadership I & II through the Linc Service Network
- Service Manager Training Program through MSCA
References
• Mathew Ahrens, Trotter & Morton Field Foreman (206) 255-8145
• Jason Carrico, Trotter & Morton Service Manager SA (210) 557-9651
• Richard Kinkead, ABM Senior Operations Manager (804) 418-1578
• Todd Truettner, ABM Director of Safety & Health (480) 489-9016
• Stephanie Webb, ABM Benicia, CA Project Manager (707) 741-8952
• Bryan Watson, ABM Benicia, CA Project Manager (707) 334-5457
Timeline
Service Manager
Trotter & Morton Facility Services of PNW
03.2022 - 04.2025
Operations Manager
ABM Building Solutions
05.2015 - 10.2021
Telephone Counselor
Bill Wilson Center
05.2006 - 01.2007
Service Coordinator
ABM Building Solutions
04.2000 - 05.2015
Master of Arts - Education
San Jose State University
Bachelor of Arts - Psychology
San Jose State University
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