Field Escalation Manager

| Chicago, IL, USA | Hybrid
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Lessen is one of the fastest growing companies in the real estate services industry. Our proprietary technology platform provides clients with portfolio dashboards, the ability to review and approve project estimates, check in on project progress in real time and pay vendors all in one place! But we aren’t just a tech company. We are also a property service delivery company offering renovations, turns and maintenance to residential and commercial clients. Lessen recently acquired SMS Assist, an industry-leading facilities maintenance technology and delivery company. The new combined national footprint will serve more than 250,000 properties, facilitate approximately 2.5 million repair and maintenance orders, and complete nearly 20,000 renovation and turn projects per year. Lessen has quickly evolved from exciting startup to valued partner, delivering scalable and turnkey property services to our clients.

Job Summary:

The Field Escalation Manager is responsible for managing and resolving high-priority, complex facility-related issues while overseeing the day-to-day operations of client facilities within the assigned region. This role demands proactive management of critical client needs, developing solutions for urgent facility issues, and maintaining strong client relationships to ensure seamless operations and client satisfaction.

What You'll Do:

- Manage the complete lifecycle of work orders from creation to resolution, ensuring rapid response and resolution of escalated issues.

- Take ownership of client escalations, gather relevant information, create, and implement resolution plans, engaging with internal leadership and national client contacts.

- Develop and manage vendor relationships to ensure services are executed within agreed SLAs and cost-effectively.

- Proactively identify and implement long-term solutions to reduce and mitigate the impact of facility escalations.

- Work closely with field team to develop strategic plans for facility maintenance, capital planning, and budget management.

- Develop and maintain strong relationships with stakeholders at all levels, including internal teams, field team, and external vendors.

- Coordinate with after-hours and weekend teams to ensure 24/7 coverage for all client support activities.

- Ensure confidentiality and accuracy of both internal and external data.

- Travel as required, up to 20%.

You Should Have:

- Advanced problem-solving, negotiation, and prioritization skills.

- Proficient in customer service and relationship management.

- Advanced organizational awareness with the ability to operate independently and make strategic decisions.

- Strong verbal and written communication skills.

- Proficient in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook).

- Bachelor’s degree or equivalent experience in facilities management or a related field.

- 7+ years of experience in facilities management, with a strong background in handling escalations and client relationships.

- 7 + years of experience as an onsite facility manager

- Experience managing multiple vendors and stakeholders, and familiarity with the property or facilities management industry preferred.

Why Lessen:

· Competitive compensation

· Dental, Vision, Life, Disability options

· 401K retirement savings plan

· Paid vacation, federal and floating holidays

· Maternity/Paternity Pay

· Career advancement opportunities

· All the tools you’ll need to be successful

Lessen is intentional about attracting, developing, and retaining amazing talent from diverse backgrounds. We’re looking for teammates that are enthusiastic, empathetic, curious, motivated, reliable, and will help us amplify the positive & inclusive culture we’ve been building. Lessen is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information. 

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130 E. Randolph Street, Chicago, IL 60601

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