Job Description

General Summary:

This role is responsible for coordinating the day-to-day tasks necessary for ensuring the timely, permanent and cost effective resolution of reactive repair and maintenance services, which may include but not be limited to the following trades: Interior/Exterior Building, Plumbing, Doors/Glass, Grounds, Parking Lot, Roof, Locks/Safes, Exterior Signs, Electrical, Lighting, HVAC, Refrigeration, Disasters, Tobacco Cabinets, Liquor Cabinets, and any other trades as may be acquired by the reactive services maintenance team. Responsibilities include daily follow up with vendors and stores on open maintenance issues, reviewing RESPOND tickets to (i) assess issue criticality, (ii) identify Landlord responsible items and ensure they are routed correctly to our Lease Compliance counterparts, and (iii) identify and investigate missed vendor ETA’s and aging issues to mitigate issues being escalated to Executive Management Team by Field Operations. Expectation is daily interaction with vendors, store personnel, field operations management and all levels of the Store Facilities Management Team.

Duties & Responsibilities:

Follow up on open maintenance issues to ensure repairs are being made within the acceptable timeframe and budget for the specific trade and/or issue criticality.

• Review open issues daily and work with vendors to ensure issues are not aging without a clear path to resolution.
• Ensure vendors are operating at service levels that meet or exceed current expectations and drive vendor accountability by constant review of their performance in the following key areas: accurate dispatch based on criticality and current dispatch guidelines, missed ETA’s, timely tech dispatch, quote submission, work completion and adherence to budgetary guidelines.
• Research and identify the root cause of consistent facilities maintenance issues and work with management team and vendor to ensure permanent repairs are made to eliminate unnecessary spend and store down time.
• Partner with Lease Compliance team if approving work on behalf of the Landlord to confirm all steps have been taken to ensure maximum cost recovery.

Mitigate reactive services repair costs.

• Review new vendor quotes daily and challenge vendor if quote doesn’t accurately state problem or solution and/or pricing is not competitive.
• Decline/approve/escalate quotes in accordance with current facility care standard, dispatch guidelines and approval matrices.
• Request additional quotes from alternate vendors, if available.
• Participate in proactive testing of HVAC equipment to identify potential repair issues in an effort to mitigate costs for emergency calls, OT hours expedited parts shipping, temporary heating/cooling and store closure during peak HVAC months.

Participate in miscellaneous Store Facilities Management projects, as assigned.

Knowledge, Skills and Abilities (KSAs):

• HVAC, plumbing, electrical and/or general maintenance knowledge required.
• Excellent written and verbal communication skills.
• Strong organizational and project management skills with the ability to balance multiple projects of varying priorities and produce timely and accurate data.
• Customer driven with a strong commitment to customer service.
• Self-motivated team player.
• Working knowledge of Microsoft Office programs.

Work Experience &/or Education:

• Technical or Associates Degree preferred or 1-3 years relevant work experience.

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