Field Services Program Lead

Leo Facilities Maintenance•Hamilton NJ, NJ

2d•Hybrid

About The Position

This position is responsible for the end-to-end management of client work orders related to locksmithing and security services — from vendor/technician sourcing and work order completion through project tracking and closeout. The role serves as the primary point of contact for client issues and escalations, and partners with the Program Manager/Operations leadership on process improvement and account support. This position requires strong organizational skills, occasional travel, and flexibility for after-hours/emergency support.

Requirements

Strong organizational skills and attention to detail
Adaptable and able to work in a fast-paced environment
Excellent time management skills
Problem resolution and professional communication skills
Basic proficiency in MS Office and a work order management system required; willingness to expand knowledge expected
Degree with 3+ years of experience in project management, facilities services, or security/locksmith operations — or an equivalent combination of training and experience.

Nice To Haves

Basic familiarity with locksmithing/security hardware terminology a plus (e.g., rekeying, master key systems, access control, panic hardware)

Responsibilities

Manage client work orders for locksmithing and security-related services according to SLAs, ensuring timely completion, accurate scoping, and proper documentation
Source, qualify, and assign locksmith technicians/vendors; oversee dispatch and maintain vendor relationships and compliance (licensing, insurance, safety, and contract requirements)
Provide timely price quotes to the Program Manager for approval; follow up with clients after submission
Review and reconcile vendor/technician invoices; ensure client billing accuracy in conjunction with billing team
Serve as primary point of contact for clients; communicate status updates and resolve escalated issues, escalating to the Program Manager as needed
Maintain accurate records of work orders, invoices, reports, emails, and other correspondence
Collaborate with clients on a national level, coordinating across multiple active projects
Support process improvements and client onboarding in partnership with Operations leadership
Participate in after-hours/weekend coverage for emergency lockout or security dispatch support as needed
Develop and maintain project schedules, budgets, and staffing plans
Oversee project execution to ensure work is completed in accordance with contract requirements and quality standards
Identify and manage project risks, escalating issues as needed
Other duties as assigned