Facilities Associate Manager I, R&M

Job Responsibilities

• Accepts R&M (repair and maintenance) work orders from assigned Client accounts.
• Acts as a dispatch who follows up and oversees R&M projects from inception through completion, as needed to ensure Client service levels are maintained.
• Sources vendors nationwide using an in-house database or internet search engines to fulfill work order needs at various job sites for routine maintenance, and priority services.
• Affords client’s work order verification and the acceptance process.
• Assists the Facilities Manager (FM) with client’s work order verification and the acceptance process.
• Verifies scope of work at the store level.
• Obtains price quotes from vendors.
• Reviews and enters quotes into the system.
• Matches and assigns the appropriate vendor for the work order per trade and client’s rate.
• Ensures the timely dispatch of vendors; follow up with clients and vendors to ensure job completion.
• Obtains lead times.
• Facilitates and assists with any customer escalations as needed.
• Affords FM in evaluating and reconciling vendor’s invoice.
• Consistently follows up on the details of work orders from inception to completion.
• Updates status and details of all work orders as appropriate for jobs life cycle in work order management system that includes but is not limited to: Scope Confirmation, Location Contact/Communication, Job ETA, Technician Arrival, Work Completed, Additional Work Needed, Cost Updates, 3rd Party Communication, FM Team Updates, Job Completion Confirmation, and Return Trip Information.
• Navigate and provide updates as needed in any third-party client systems as needed.
• Dispatches work order assignments (Emergency & 24 Hours) as needed.
• Follows up on all new calls (After-Hours & Weekend Service).

Requirements

• 3+ years in Customer Service or any equivalent combination of training and experience
• Prior experience in a Work Management System
• Preferred: 2 years of retail facilities management experience
• Strong organizational skills
• Attention to detail
• Possess friendly disposition
• Adaptable and able to work in a fast-paced environment
• Demonstrates attention to detail and accuracy
• Possess excellent time management skills
• Ability to multi-task
• Problem resolution skills
• Display professional written and verbal communication skills
• Self-motivating
• Approachable