Job description
Grow as We Grow and Take Your Career to New Heights!
Reporting to the Operations Manager, the Field Service Manager will oversee and support the field service operations for an assigned territory of approximately 20-40 apartment communities. You will be responsible for the overall successful deployment and quality of field services, including the successful selection of qualified independent contractors for our network. You will ensure the safety of our associates and deliver overall customer satisfaction.
In collaboration with your Sales and Operations Management team, you will actively partner within a defined portfolio of our client’s property managers, maintenance managers, and other staff to ensure the projects specifications are met, on time/high quality ticket completion, and creation of change orders and approvals to drive customer satisfaction and reach Branch revenue goals.
The ideal candidate will be Customer Service and growth-minded and have a proven track record managing field labor and construction services for multiple clients. Face-to-face customer interaction is expected daily.
Pay: $62,000-$65,000
RESPONSIBILITIES/DUTIES:
- 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
KNOWLEDGE, SKILLS AND ABILITIES:
- 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
EDUCATION AND EXPERIENCE REQUIREMENTS:
- High school diploma or GED equivalent required, AA degree or higher preferred
- Minimum of five (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.
PHYSICAL REQUIREMENTS:
- Ability to operate company 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
SPECIAL CONDITIONS OF EMPLOYMENT:
- Valid driver license and good driving record
- Ability to pass a background check and drug screen
- 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
- Pet insurance plan options
- Tax advantages through healthcare savings and flexible spending accounts
- Financial protection through disability, life, accidental death & dismemberment, and business travel insurance
- 401k plan
- Paid time off program
- Support for continued education through tuition reimbursement
- Referral bonus program
- Associate and family assistance program
- Associate discount program
- Rewards and recognition program
Are you a current Valet Living employee? If so, click
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to apply.
Valet Living is an Equal Opportunity Employer that values the strength diversity brings to the workplace. We recruit, employ, train, compensate, and promote without regard to race, religion, creed, color, national origin, age, gender, sexual orientation, gender identity, marital status, disability, veteran status, or any other basis protected by applicable federal, state or local law.
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