Service Performance Owner

Leo Facilities Maintenance•Allentown, PA

2d•Remote

About The Position

Caliber Service Management is a family of value-driven companies offering a full range of soft and hard facility management services including Landscaping, Snow Removal, Property Enhancements, Project Management, Lot Services, and Stormwater Management. With over 100 years of collective industry experience, 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 pride in helping solve, support, and maximize the potential of each property. Caliber is a privately held LLC with annual revenue greater than $50 million and serves over 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 over one hundred and fifty team members and more than one thousand service partners. This role is 80%+ on the road within a region. Commercial landscape and snow removal management professionals are encouraged to apply. The SPO – Allentown, PA, Central and Southeast PA and New Jersey. 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.

Requirements

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
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

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
Ice checks during snow season early in the morning to make sure it is clear to open