SMS Assist Summary

At SMS Assist, we’re not just in the business of fixing properties—we’re fixing an entire industry. Typically, facilities maintenance is tough work—both in the nature of the job (plumbing, HVAC, snow removal) and the lack of clarity throughout the experience. We decided a better way wasn’t only possible, but essential. Through our award-winning technology platform, built and powered by SMSers, we connect local contractors to our customers and help manage an experience that surpasses expectations. 

Recognized on Forbes’ Cloud 100 list, Deloitte’s Technology Fast 500, Chicago Crain’s Top Tech Employers, and more, SMS Assist manages more than 186,000 properties where people live and work. Our customers’ livelihoods are in our hands—think a restaurant manager whose only fryer goes down on a busy Friday night or a family in Florida without power after a hurricane. We work across the industries that make up your community, including retail, food service, banking, residential, and more, and we help them find the right provider in our network (we call them Affiliates) in more than 45 trades. 

We’re innovators, disruptors, and out-of-the-box thinkers. We set each other up for success in the office and for the perfect spike on the volleyball court during an intramural game. We’re community volunteers, karaoke partners, and lifelong friends. We’re passionate about the people we serve, and we give our all because we care. We want to make every property better, and we want your help to make it happen.

Job Summary

This team is critical to both service delivery and account management through direct engagement with vendors and customer end users at the clients’ sites, and works closely with multiple internal and external stakeholders to address daily client challenges. The members of this team (Field Operations Managers; FOMs) are Facilities experts who provide advice and guidance to the client and SMS operations team to solve complex facilities challenges. The Director of Field Operations will oversee the ongoing activities of the team, while identifying and executing opportunities to make meaningful improvements to service delivery operations.

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

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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.