Facilities Manager - After Hours

Job Responsibilities

• Accept and dispatch high-priority work orders during afterhours shifts—including nights, weekends, holidays, and overnights—ensuring timely assignment to team members and adherence to client service level agreements.
• SOURCE VENDORS NATIONWIDE USING INTERNAL DATABASES OR INTERNET SEARCHES TO FULFILL WORK ORDER NEEDS BASED ON SCOPE AND CLIENT-SPECIFIC REQUIREMENTS.
• Provide written and verbal updates to internal team members and clients regarding work order status to ensure continuity across shifts.
• Communicate via phone, email, and text; update proprietary systems, client portals, and platforms to ensure real-time visibility and accurate documentation.
• ACT AS A SECOND-TIER ESCALATION POINT FOR COMPLEX JOBS, BUDGET OVERSIGHT, PRICING VERIFICATION, AND CLIENT CONCERNS; ESCALATE TO THE ESCALATION MANAGER OR ASSOCIATE DIRECTOR OF OPERATIONS AS NEEDED.
• SUPPORT AFTERHOURS TEAM MEMBERS IN RESOLVING ESCALATED CUSTOMER SERVICE SITUATIONS, INCLUDING TECHNICIAN COORDINATION, URGENT WORK ORDERS, AND SENSITIVE CLIENT INTERACTIONS.
• AID IN PREPARING JOB ASSESSMENTS, SECURING PRICING AND CLIENT APPROVALS, AND ENSURE TIMELY AND ACCURATE JOB COMPLETION IN ALIGNMENT WITH COMPANY STANDARDS.
• MANTAIN CONSISTENT CLIENT COMMUNICATION DURING AFTER-HOURS COVERAGE, MONITORING FOR AGED OR UNRESOLVED WORK ORDERS AND PROVIDING REAL-TIME UPDATES AS NEEDED.
• CORPORATE CONTACTS AND CORPORATE REPRESENTATIVES TO SUBMIT PRICING APPROVALS AND BIDS ACCORDING TO PROTOCOL, ESCALATING WHEN NECESSARY TO PREVENT DELAYS.
• PARTICIPATE IN THE AFTERHOURS ESCALATION MANAGEMENT ROTATION SCHEDULE, INCLUDING MANDATORY WEEKEND AND ON-CALL REMOTE COVERAGE THROUGH THE DESIGNATED AFTERHOURS ESCALATION LINE.
• SUPERVISE AND SUPPORT AFTERHOURS TEAM MEMBERS IN A FULLY REMOTE SETTING, INCLUDING TIMECARD REVIEW, SHIFT COVERAGE COORDINATION, ATTENDANCE TRACKING, AND INVOLVEMENT IN PERFORMANCE DISCUSSIONS OR DISCIPLINARY MATTERS IN COLLABORATION WITH MANAGEMENT.
• CONTRIBUTE TO TEAM DEVELOPMENT THROUGH TRAINING, COACHING, AND MODELING PERFORMANCE EXPECTATIONS, IN PARTNERSHIP WITH THE MANAGER OF TRAINING AND IMPLEMENTATION AND THE BROADER LEADERSHIP TEAM.
• PROVIDE INPUT FOR 30-, 60-, AND 90-DAY PERFORMANCE EVALUATIONS FOR NEW HIRINGS AND PARTICIPATE IN FEEDBACK SESSIONS UNDER MANAGERIAL GUIDANCE.
• COLLABORATE WITH TEAMS ACROSS REPAIR & MAINTENANCE, CLIENT SERVICES, AND TRAINING TO ENSURE ALIGNMENT OF WORKFLOW, DISPATCHING, AND HIGH-QUALITY SERVICE DELIVERY.
• AID IN RECONCILING BILLING DISCREPANCIES, INCLUDING ESCALATED CREDIT CARD ISSUES AND MONITORING OF POTENTIAL FINANCIAL LOSSES OR RISKS DURING AFTERHOURS OPERATIONS.
• SERVE AS THE PRIMARY APPROVER FOR PRICE INCREASES AND DIRECT BID SUBMISSIONS, ENSURING TIMELY DECISIONS AND MINIMIZING SERVICE DELAYS.

Supervisory Requirements

This position does require supervisory requirements.

Education/Experience

• DEGREE WITH THREE YEARS’ EXPERIENCE IN PROJECT MANAGEMENT OR ANY EQUIVALENT COMBINATION OF TRAINING AND EXPERIENCE THAT PROVIDES THE REQUIRED KNOWLEDGE, SKILLS AND ABILITIES IS QUALIFYING.
• To perform this job successfully, an individual should have basic skills in a work management system, proficiency in MS office skills and the willingness to expand their knowledge.