Team Structure
Purpose: Who works at Summit, who reports to whom, and who to ask about what. New hires read this first. The agent uses it to route questions and drafts to the right person instead of defaulting everything to Dave.
The org at a glance
Summit Home Services has 22 employees: 6 in the office (one part-time) and roughly 13 field staff across 3 crews, plus a few floaters who move between crews during storm season.
| Name | Role | Reports to |
|---|---|---|
| Dave Kowalski | Owner / General Manager | Nobody (owns the company) |
| Marcus Webb | Sales Lead | Dave |
| Tara Nguyen | Estimator | Dave |
| Rosa Delgado | Office Manager | Dave |
| Pete Sandoval | Operations / Production Manager | Dave |
| Jenna Fields | Marketing Coordinator (part-time) | Dave |
| 2 sales reps | Sales | Marcus |
| 3 field crews (~13 staff) | Field production | Pete, via crew leads |
Dave runs a flat structure on purpose. Every office lead reports directly to him, and he wants it kept that way until revenue justifies a second management layer.
The three crews
- Roofing Crew 1 (Riverton base). Primary replacement crew, handles the largest roof jobs.
- Roofing Crew 2 (Fairview base). Repairs, inspections, storm response, and overflow replacements. First call for emergency dispatch.
- Remodel Crew (Lakeside base). All Remodeling Services work. Longest-running projects, only crew on progress billing.
Each crew has a crew lead who reports to Pete. Crew leads handle day-to-day site decisions; anything involving money, scope, or an unhappy customer goes up to Pete. Dispatch rules live in Crew Dispatch SOP.
Who to ask about what
| Topic | First stop |
|---|---|
| Pricing, estimates, discounts | Tara (then Dave for edge cases) |
| Lead status, pipeline, follow-ups | Marcus |
| Scheduling estimates, CRM records, invoices | Rosa |
| Crew schedules, job progress, quality issues | Pete |
| Ads, website, reviews, GBP posts | Jenna |
| Anything nobody else can answer | Dave |
Outside partners (not employees)
- The ad agency. Runs Google Ads and Meta Ads. Jenna is the only point of contact; nobody else emails the agency directly.
- The answering service. Covers the 24/7 emergency line and after-hours calls. Rosa manages the relationship and the call scripts.
- Subcontractors. Occasional specialty trades on remodels (electrical, plumbing). Pete manages them; Dave approves any new sub before first use.
Ground rules
- One manager per question. Do not ask Pete and Dave the same thing separately and act on whichever answer you like better.
- Field staff talk to customers about the work, never about price. Price questions go to Tara or the assigned salesperson.
- If a role is ambiguous for a new situation, Dave assigns an owner and Rosa records the decision so it lands in the vault next review cycle.
Related
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