Construction Technical Support Manager - Insurance Institute for Business & Home Safety (IBHS)

About IBHS 

The Insurance Institute for Business & Home Safety (IBHS) is an independent, non-profit, scientific research organization supported solely by the property and casualty insurers and reinsurers who conduct business or reinsure risks in the U.S.    

The mission of IBHS is to break the cycle of human suffering that strikes families and communities in the wake of severe weather.  As the impacts of climate change are yielding more extreme weather events, the need to improve our current and future infrastructure is evident.  Through our continued research, our team of scientists and risk communicators deliver strategies that are geared towards improving modern building codes which lead to safer and stronger homes and businesses.  IBHS’s real-world solutions enable the insurance industry and affected property owners to prevent avoidable losses. 

FORTIFIED is a suite of voluntary beyond-code construction and re-roofing designation programs, based on decades of IBHS research, that strengthens the areas of properties typically vulnerable to high winds, hail and heavy rain to reduce storm damage.  FORTIFIED supports homeowners, contractors, public policy officials and property insurers in their efforts to strengthen homes, multifamily dwellings and commercial properties in communities across the U.S. 

Job Purpose 

The Construction Technical Support Manager is a corporate position with limited travel and field work.  The goal of this position is to provide fast, accurate, solutions-based FORTIFIED program support, driven to partner with FORTIFIED stakeholders and customers to address technical questions as well as other types of requests for information (RFIs) related to the FORTIFIED suite of programs. 

The successful candidate will report to the Managing Director – FORTIFIED. Construction Technical Support Manager will be responsible for overseeing the assignment, prioritization and resolution of RFIs as well as supporting technical training efforts by providing exceptional experience to internal and external customers. 

Essential Duties and Responsibilities 

To perform the job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

Essential Duties include, but are not limited to: 

• Efficiently manage the day-to-day activities related to new and existing FORTIFIED requests for information, which includes but is not limited to research and investigation, assignment of follow-up actions, preparation of various communications throughout the life cycle of the RFI, and resolution. 

• Ability to respond to multiple types of communication: answer a high volume CRM system tickets (Zendesk), phone calls and emails daily. 

• Apply business reasoning and critical thinking to answering questions about FORTIFIED programs and offerings to best support internal and external stakeholders and enhance their FORTIFIED experience. 

• Create and maintain close relationships with internal and external customers to align with our core values. This will include a comfort level with direct communication with contractors, FORTIFIED evaluators, customers and others as assigned. 

• Participate in ongoing training for FORTIFIED program offerings and products. 

• Support the development and implementation of workflow, processes and system improvements. 

• Build sustainable relationships and trust with FORTIFIED stakeholders through open and interactive communication. 

• Provide accurate, valid and complete technical and FORTIFIED program information by using the right methods/tools. 

• Collaborating with other departments to support FORTIFIED expansion and improve overall stakeholder satisfaction. 

• Follow communication procedures, guidelines and policies. 

Competencies 

Analytical - Synthesizes complex or diverse information; Collects and researches data; Uses intuition and experience to complement data; Designs workflows and procedures. 

Customer Orientation – The ability and willingness to relate to internal and external customers in an open and friendly manner to achieve desired outcomes.  In addition, provide timely, and clear constructive feedback, including potentially negative outcomes to external stakeholders (e.g. minimize submission of insufficient documentation or relay denial of designation). 

Focus on Quality – Consistently adheres to an enforces established high quality standards of program and strives for continuous improvement. 

Learning Ability – The ability to absorb new information from a variety of sources in a short time frame. Can use new information to improve processes and decision making. 

Dependability – Displays a personal commitment to the workplace by reporting to work as scheduled, being consistently punctual, and managing time off appropriately.  Works cooperatively and effectively as a team member, fulfills commitments, treats others with respect, and reflects a positive attitude.  

Critical Thinking & Decisiveness – Ability to define problems or obstacles, consider alternatives and consequences and offer workable solutions. Seeks appropriate advice when necessary. 

Decision making/Problem solving/Critical thinking - Uses good judgment. Demonstrates ability to recognize, identify, clearly isolate, and define problems. Weighs relevance and accuracy of information. Considers alternatives and consequences before making decisions and offers workable solutions. Seeks advice when appropriate. Makes sound recommendations. 

Integrity – Adherence to standards, values and rules of conduct associated with IBHS culture. Exhibits high levels of trustworthiness with confidential information or documents. 

Problem Analysis - The ability to detect problems, recognize important information, and link various data; to trace potential causes and look for relevant details. 

Knowledge, Skills & Abilities 

Education - Bachelor’s degree in Architecture, Engineering, Construction Management, or a related field (preferred).  Equivalent experience in roofing consulting, construction project management or a related role may be considered. 

Experience - Minimum of 5 years of experience in roofing consulting, design, and inspection.  Proven track record of successful projects and client management. 

Certifications - Registered Roof Consultant (RRC) or Registered Roof Observer (RRO) certification from the International Institute of Building Enclosure Consultants (IIBEC) is preferred. 

Computer Skills – Intermediate proficiency in Microsoft Office products, ability to learn proprietary software; advanced proficiency in other office environment utilities (fax, scanner, copier, etc.) 

Language Skills – Bilingual proficiency in English and Spanish, both written and verbal, preferred.  Intermediate to advanced proficiency with the English language (speaking, reading, writing) is required. Must be capable of holding a conversation both in person and over the telephone.  Must have good written communication skills to be able to relay information by email and write documentation. 

Mathematical Skills –Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations. 

Reasoning Skills – Ability to exercise good judgment under limited supervision. Can apply common sense understanding to carry out detailed, but uncomplicated written or oral instructions. Ability to deal with problems involving few concrete variables in standardized situations. Ability to deal with “best-of” decision making when choices aren’t always black and white. Ability to multi-task and be persuasive. 

Conflict Management and Negotiation Skills – Ability to navigate, negotiate and resolve tough issues. Dealing with intense emotions or deeply held beliefs; ability to deescalate controversial topics or conversations; desire and approach to achieve a win/win resolution if possible. 

Integrity and Confidentiality – Keen awareness of high level of sensitive information, unwavering commitment to confidentiality; ability to be viewed as resource to management team and employees alike. 

Networking Skills – Superior ability to develop and maintain relationships, alliances, and coalitions within and outside the organization and to use them in order to obtain information, support and cooperation. 

Working conditions 

Work is performed mostly indoors, climate adjusted with mild noise and light fluctuations. Typical office environment where desks, rolling chairs, supply boxes, etc. may present an occasional hazard. Travel and time in the field is limited. 

Physical requirements 

• Visual Acuity – close visual acuity to perform an activity such as computer typing, extensive reading, preparing, and analyzing reports, documenting minutes of a meeting. 

• Hearing - Perceiving the nature of sounds at normal speaking levels with or without correction. Ability to receive detailed information through oral communication, and to make the discriminations in sound. 

• Talking - Expressing or exchanging ideas by means of the spoken word. Those activities in which they must convey detailed or important spoken instructions to other workers accurately, loudly, or quickly. 

• Walking - Moving about on foot to accomplish tasks, particularly for long distances or moving from one work site to another. 

• Standing - Particularly for sustained periods of time. 

• Sitting - Particularly for extended periods of time. 

Direct reports 

This position does not supervise others.