Associate Facility Manager (R&M)

About Leo:

Leo is a portfolio of trusted service companies operating under one brand. Our family includes Academy Locksmith, Firstline Lock & Door, First Choice Facilities, Caliber, CLM, Impact, and others - all Powered by Leo. By operating as one team, we invest in our people, systems, and shared ways of working, while continuing to support the local teams and relationships that define our businesses. The result is consistent, reliable service and more opportunity for our people to grow and make an impact.

Summary:

Th Associate Facility Manager offers independent contributions to responding to multiple client inquiries; (2) work order updates; and (3) extensive follow-ups. It supports proposal creation, dispatches, scope development, and job follow-ups while providing updates directly to their clients. This position requires organizational skills, attention to detail and a cooperative approach with in/external personnel.

Job Responsibilities:

• Responsible for accepting R&M (repair and maintenance) work orders from assigned Client accounts. The Associate Facility Manager also acts as a dispatch who follows up and oversees R&M projects from inception through completion, as needed to ensure Client service levels are maintained.
• Sources vendors nationwide using an in-house database or internet search engines to fulfill work order needs at various job sites for routine maintenance, and priority services.
• Position acts as the first level to obtain an assessment, pricing, &/or quotes for necessary repairs and obtains client approvals or communicates with corporate offices to request increases, client pricing, and bid submittals based on client protocol, to proceed as needed.
• Assist the Facilities Manager (FM) with client’s work order verification and the acceptance process.
• Verify scope of work at the store level.
• Obtain price quotes from vendors.
• Review and enter quotes into the system.
• Match and assign the appropriate vendor for the work order per trade and client’s rate.
• Ensure the timely dispatch of vendors; follow up with clients and vendors to ensure job completion.
• Obtain lead times.
• Facilitate and assist with any customer escalations as needed.
• Assist FM in evaluating and reconciling vendor’s invoice.
• Consistently follow up on the details of work orders from inception to completion.
• Update status and details of all work orders as appropriate for jobs life cycle in work order management system that includes but is not limited to: Scope Confirmation, Location Contact/Communication, Job ETA, Technician Arrival, Work Completed, Additional Work Needed, Cost Updates, 3rd Party Communication, FM Team Updates, Job Completion Confirmation, and Return Trip Information.
• Navigate and provide updates as needed in any third-party client systems as needed.
• Dispatch work order assignments (Emergency & 24 Hours) as needed.
• Follow up on all new calls (After-Hours & Weekend Service).
• Other duties as required or assigned

• 3+ years in Customer Service or any equivalent combination of training and experience
• Prior experience in a Work Management System
• Experience in facilities or property management
• Preferred: 2 years of retail facilities management experience
• Strong organizational skills
• Attention to detail
• Possess friendly disposition
• Adaptable and able to work in a fast-paced environment.
• Demonstrates attention to detail and accuracy.
• Possess excellent time management skills.
• Ability to multi-task
• Problem resolution skills
• Display professional written and verbal communication skills
• Self-motivating
• Approachable