Service Performance Owner

Leo Facilities Maintenance; City of Rochester (NY); On-site; USD 68,000 - 75,000; Full time

Benefits offered by this job

Vacation

Holiday Pay

401k

Profit-sharing incentives

Job summary

Caliber Service Management is seeking a SPO - Western NY who will provide management and oversight within their geographic zone, Buffalo/Rochester/Syracuse and the Southern Tier. The role involves 80%+ travel, building relationships and ensuring quality control of vendor performance across the region.

You will read SOWs, manage client relationships up to regional VP level, and train vendors while maintaining detailed QC reports and vendor scorecards.

Qualifications

• Bachelor’s degree preferred.
• Experience in multi-unit enterprise facilities management.
• Experience in a trade.
• Retail experience or experience servicing retailers.
• Experience in facilities industry.

Responsibilities

• Communicate and build relationships and trust with the client locations and regional management.
• Deliver Vendor Quality Control programs within the region.
• Read, Understand and Implement detailed facilities maintenance Scopes of Work and Service Level Agreements.
• Facilitate communications in the field between team members, Caliber Operations Managers, Caliber Service Management Affiliates, client locations.
• Manage the client; up to and including client Regional Vice Presidents.
• Conduct Service Validations
• Train and guide vendors as required
• Provide guidance and feedback to Caliber Service Management
• Maintains Quality Control Reports
• Prepare Vendor score cards
• Resolve customer problems by applying resources as necessary
• Conduct site surveys for various trades and services
• Engage and entertain the customer as appropriate
• Conduct training and presentations concerning scope of work to store personnel
• Foster a positive team environment
• Ensure confidentiality of internal and external data
• Perform ad-hoc projects and other duties as assigned
• Responsibilities may require emergency support, mobilization and extended engagement helping serve/solve local, regional and national market clients needs; scheduled and non-scheduled including but not limited to property damage and snow emergencies

Skills

Customer Service

Verbal Communication

Written Communication

Teamwork

Relationships

Organizational Awareness

Problem Solving

Process Orientation

Education

Bachelor's degree

Tools

Microsoft Office

Disc Profile Tools

Job description

About this position

Description:

About Caliber Service Management

We are a family of value-driven companies offering a full range of soft and hard facility management services (Landscaping, Snow Removal, Property Enhancements, Project Management, Lot Services and Stormwater Management) that aid in providing safe and attractive facilities.

With over 100 years of industry experience collectively, our team of subject matter experts is committed to effective performance and successful partnerships with asset, property and facility managers as well as real estate investment trusts.

We take tremendous pride in helping solve, support, and maximize the true potential of each property. Caliber is a privately held LLC with annual revenue greater than 50 million and we proudly serve more than one thousand high performing commercial, industrial and retail locations.

With more than forty million square feet of exterior grounds care, emergency response, construction and snow removal, our workforce includes more than one hundred and fifty team members and over one thousand service partners.

Job Summary

*This role is 80%+ on the road within a region.

Commercial landscape and snow removal management professionals encouraged to apply.

The SPO - Western NY, provides management and oversight within their designated geographic zone, Buffalo/Rochester/Syracuse and through the Southern Tier. They build strong relationships, facilitate communications in the field between all key stakeholders, maintain Quality Control of Service Vendor performance and resolve problems within the zone.

Responsibilities

• Communicate and build relationships and trust with the client locations and regional management
• Deliver Vendor Quality Control programs within the region
• Read, Understand and Implement detailed facilities maintenance Scopes of Work and Service Level Agreements
• Facilitate communications in the field between team members, Caliber Operations Managers, Caliber Service Management Affiliates, client locations
• Manage the client; up to and including client Regional Vice Presidents.
• Conduct Service Validations
• Train and guide vendors as required
• Provide guidance and feedback to Caliber Service Management
• Maintains Quality Control Reports
• Prepare Vendor score cards
• Resolve customer problems by applying resources as necessary
• Conduct site surveys for various trades and services
• Engage and entertain the customer as appropriate
• Conduct training and presentations concerning scope of work to store personnel
• Foster a positive team environment
• Ensure confidentiality of internal and external data
• Perform ad-hoc projects and other duties as assigned
• Responsibilities may require emergency support, mobilization and extended engagement helping serve/solve local, regional and national market clients needs; scheduled and non-scheduled including but not limited to property damage and snow emergencies

Professional Skills

• Customer Service - Advanced
• Verbal Communication - Proficient
• Written Communication - Proficient
• Teamwork - Proficient
• Relationships - Advanced
• Organizational Awareness - Proficient
• Problem Solving - Proficient
• Process Orientation - Proficient

Role Specific Skills

• Proficiency in Microsoft Office tools (Word, Excel, Access, Power Point)
• Able to utilize Disc Profile Tools
• Capable of working outside in supervisory-inspection capacity in all weather conditions
• Able to climb ladders and perform roof top maintenance inspection tasks
• Capable of extensive driving (day, night and inclement) and commercial air travel
• Able to travel nationwide on short notice on a limited basis
• Excellent driving record

Compensation includes Vacation, Holiday Pay, 401k, profit-sharing incentives.

Job Type: Full-time

Pay: $68,000.00 - $75,000.00 per year

Requirements:

Minimum Qualifications

• Bachelor’s degree preferred

Other Relevant Qualifications

• Strong multi-unit enterprise facilities management experience preferred in the following skills: Landscaping, Irrigation, Snow-Ice Programs, Interior and exterior facilities management, and Janitorial Services
• Experience in a trade
• Retail experience or experience servicing retailers
• Experience in facilities industry