Field Service Operations Manager

2 weeks ago

Melbourne, Florida, United States Valet Living Full time
Job Title: Field Service Manager

The Field Service Manager is a key role responsible for overseeing and supporting field service operations in an assigned territory. This position plays a crucial role in ensuring the successful deployment and quality of field services, including the selection of qualified independent contractors to join our network.

Key Responsibilities:
  • Manage projects for requested services of approximately 20-40 apartment communities as needed and assigned.
  • Identify, select, and onboard 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.
Requirements:
  • 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) highly preferred.
  • 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,, 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.
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).

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