Service Performance Owner

Description:

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

Commercial landscape and snow removal management professionals encouraged to apply.

(SPO) provides management and oversight within their designated geographic zone. 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

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

Requirements: