Responsibilities

• Improve the delivery of services to the client by leveraging the Field Operations Team to systematically observe and report on performance and experience from an on-site-user perspective, both customer and vendor
• Build and maintain professional relationships with clients to gain an understanding of their operational needs; assist in the development and implementation of solutions to meet those needs
• Communicate findings and recommendations to the client related to facilities maintenance, capital planning, disaster preparedness and recovery, and environmental health and safety; couple insights with actionable conclusions to drive business decisions
• Assure client leadership that SMS is effectively resolving all facilities issues through systematic local engagement on high priority issues, and proactive communication to the client's senior line of business and corporate leaders
• Develop, implement, and manage the process for assigning and tracking tasks to be completed by FOMs, including administrative support for matters requiring in-person representation, meeting vendors on location, and providing building access to authorized third parties
• Lead continuous improvement initiatives involving vendor quote processing outcomes, as measured by time-to-approval and overall service cost
• Lead continuous improvement initiatives focused on maintaining systematic awareness of work being done by third party vendors at client sites, such as new build construction projects, branch decommissionings, or other projects falling outside the SMS scope of work
• Lead continuous improvement initiatives focused on improving systematic coordination with landlords, property managers, and other similarly interested parties
• In coordination with appropriate service delivery program managers, develop, implement, and manage a survey program to maintain a common operating picture of the condition of each client location.
• In coordination with appropriate operations team members, develop, implement, and manage systematic processes for gathering, maintaining, and appropriately using site-specific information (e.g. unique access requirements)
• Train, mentor, and facilitate the sharing of information and best practices among the field operations staff across the portfolio and the service delivery team in Chicago
• Enhance the effectiveness of SMS technology solutions through increased adoption by directly demonstrating the platform's value to both customer and vendor
• Develop, implement, and manage improved systematic solutions to proactively manage delivery of services to sites without permanent client employees such as vacant sites and off-premise ATM locations
• Perform non-maintenance tasks related to facilities management as approved by the Director of Operations
• Demonstrate SMS's commitment to consistent high-quality service through scheduled and unscheduled quality assurance visits
• Facilitate the flow of information among customers and affiliates in the field and the SMS Operations team
• Foster a positive team environment and may provide coaching or mentoring to team members
• Ensures confidentiality and accuracy of internal and external data
• Performs ad-hoc projects and other duties as assigned
• This position is remote and requires up to 30%

Professional Skills
These are the professional skills we would expect from an individual fully established in this role.

• Problem Solving - Advanced
• Prioritization - Advanced
• Relationship Management- Advanced
• Customer Service- Proficient
• Learning Agility - Proficient
• Verbal Communication- Proficient
• Written Communication - Proficient
• Team Work - Proficient

Role Specific Skills

• Possesses specific knowledge of facilities management and general knowledge of building maintenance trades
• Computer Skills: Proficiency in Microsoft Word, Excel, PowerPoint, Outlook required

People Management Skills

• Proficient in all people management processes, including recruitment, performance management and reward
• Proficient in building, growing and developing a team; including department structure design and resourcing
• Proficient in coaching and developing individual team members to reach their potential
• Proficient in engaging a team through communication, processes, personal impact and influence
• Proficient in cross-functional

Qualifications
Minimum Qualifications

• Bachelor's Degree or equivalent experience in facilities management
• 10+ Experience in facilities management, maintenance management, or building engineering, maintenance trades, or related fields a plus
• 2+ years of people management experience required

Other Relevant Qualifications

• Experience using computerized maintenance management system preferred
• Experience managing senior level client relationship preferred

Please note, this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities, and schedule may change at any time with or without notice.
SMS Assist is an Equal Opportunity Employer (EOE) that welcomes and encourages all applicants to apply regardless of age, race, color, religion, sex, sexual orientation, gender identify and/or expression, national origin, disability, veteran status, marital or parental status, ancestry, citizenship status, pregnancy or other reasons prohibited by law.
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