Field Service Manager

3 weeks ago

Sacramento, California, United States Valet Living Full time

The Field Service Manager is a key role reporting to the Branch Manager. As the Field Service Manager, you will have the opportunity to oversee and support field service operations in an assigned territory consisting of approximately 20-40 apartment communities. Your primary responsibility will be to ensure the successful deployment and quality of field services, including the careful selection of qualified independent contractors to join our network. In addition, you will play a crucial role in prioritizing the safety of our associates and delivering outstanding customer satisfaction.
Collaboration will be a key aspect of your role, as you will work closely with the Sales and Operations Management team. Together, you will establish strong partnerships within a defined portfolio of our client's property managers, maintenance managers, and other staff members. Your primary objectives will include ensuring adherence to project specifications, achieving on-time and high-quality ticket completion, and effectively managing change orders and approvals to drive customer satisfaction and reach the revenue goals of the branch.
The ideal candidate for this position will possess a customer service-oriented mindset and a strong desire for growth. A proven track record in managing field labor and construction services for multiple clients will be highly valued. Given the nature of the role, daily face-to-face customer interaction is expected, requiring excellent interpersonal and communication skills.
Salary Range: $66,560 - $69,000
Bonus: target bonus is 10% of annual salary (divided and paid out quarterly)
Company vehicle provided
Schedule: Monday - Friday 8:00 AM - 5:00 PM
Responsibilities:
Responsible for managing projects for requested services of approximately 20-40 apartment communities as needed and assigned
Responsible for identifying, selecting, and onboarding qualified independent contractors to build a bench in advance of capacity
Update, distribute, and ensure the daily schedule needs are being managed and completed in a timely and satisfactory manner
Coordinate with apartment community staff and independent contractors to meet client expectations
Walk jobsites to ensure service compliance to customer requirements, leveraging Field Service team members where possible
Ensure proper safety protocols and procedures are being met
Ensure client satisfaction through promptly and effectively addressing questions or concerns
Takes initiative and applies critical thinking skills to forecast/solve problems and drive results when anticipating independent contractor shortages, or when the independent contractors are not meeting the Client's standard of work
Create and maintain cooperative working relationships and frequent communication with property staff and branch staff through daily site visits and timely response to questions and concerns
Educate property staff on any/all new service offerings from Valet Living
Comply with and train on all safety policies and procedures, reporting all safety incidents in a thorough and timely manner using Process Map
Collaborate with internal business partners; finance, human resources, marketing, operations, and IT when needed
Keep accurate client interaction records
Be attentive and mindful to property needs, contractor capacity, and our service offerings, work closely with the Account Management Team to sell and bid all services to meet Branch financial goals
New community launches, including a property, walk with the maintenance director to ensure agreement of the job scope and service protocols with a follow-up that includes property management
Provide community managers with updates/progress with job task(s) completions
Minimum bi-weekly visits per month for existing clients to build rapport
Perform other duties, as assigned
Qualifications:
High school diploma or GED equivalent required, AA degree or higher preferred
Minimum of 5 years of proven success in a field services management role
Multi-location management of construction and/or field services with a dispersed workforce highly preferred
Customer service, and prior people management experience preferred
Proposal building and sales experience preferred
Bilingual (English / Spanish) required
Excellent project management skills, including the planning, coordination, and delivery of service work
Detail oriented, highly organized, and exercises strong time-management
Exceptional verbal and written communications skills with superior interpersonal skills and the ability to interact with a variety of audiences
Must have a commitment to service excellence with a friendly and positive attitude
Strong organizational skills, and ability to multi-task
Able to work with cross-functional teams within the organization
Ability to make sound operations decisions quickly and under pressure
Ability to assess issues and situations for work to be completed and apply resolution proposals to community managers and independent contractors to fulfil the completion of service orders
Ability to adapt to technology platforms
Proficiency in MS Word, Outlook, SalesForce.com, Excel and PowerPoint
Excellent work ethic, integrity, and sense of accountability
Ability to manage stress and adapt to changing environment, comfortable with complexity
Ability to perform effectively in environments with frequent workload changes and competing demands
Physical Requirements and Special Conditions of Employment:
Ability to operate a motor vehicle in a manner consistent with local and state rules and regulations and company policy
Ability to lift up to 50 pounds
Ability to walk distance of our client properties, including up/downstairs, bend at waist and/or knees and lift arms at/over shoulder
Ability to work outdoors and be exposed to hot and cold temperatures
Valid driver license and good driving record
Flexibility to be available during irregular hours depending on business needs
Our full-time associates are provided with the following comprehensive, flexible benefits:
Health coverage for you and your family through medical, dental, vision plans
Healthcare Savings Account (HSA) plan with employer HSA contribution, Healthcare & Dependent Care Flexible Spending Account
401k Savings Plan with matching company contribution
Paid Time Off program (up to 20 days PTO per calendar year plus 10 Holidays, 1 Floating Holiday & 1 Volunteer Day)
Support for continued education through tuition reimbursement of up to $5,250 per year & access to Valet Living online education center
Referral bonus program (up to $2,500 for each referral hired)
Pet insurance plan options
Financial protection through disability, life, accidental death & dismemberment, and business travel insurance
Associate and family assistance program
Associate Relief Fund
Associate discount program
Rewards and Recognition program
Free access to Torch Fitness (virtual program and events)
The final compensation offered will be determined based on various factors, including the candidate's location, level of experience, and skill set. As such, it may fall outside the range listed above.
The application window is anticipated to close 60 days from the date the job is posted.

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