Implementation & Field Enablement Specialist

Company Profile:

Interstate is a fast-growing, family-owned company specializing in janitorial services with operations throughout North America. We offer a high-performance, fully self-performed janitorial solution backed by nearly 40 years of industry expertise. Our humble beginnings keep us grounded in our mission: to positively impact others. Our passion and care will never change. From day-to-day maintenance and janitorial operations to assistance on special projects, Interstate's services are carefully customized for the fast pace of modern facilities.

As a family-owned company, we treat every customer and employee with respect and understanding. We focus on creating safe and healthy environments so facilities can perform their logistics and missions at the highest level.

Come join our family & WORK HAPPY!

Job Summary:

The Implementation & Field Enablement Specialist supports our clients and field team through the new account/new site start-up process, establishing a strong foundation that creates deep and lasting partnerships, and drives best-in-class client experiences. Constantly using data to measure progress/identify improvement opportunities and relentlessly supporting the field operations team (through training and communications) to ensure client relationship excellence.

In this role, you will:

• Support our field teams to ensure that they have the proper resources to successfully open a new location on time, on budget, and with the right amount of pre-defined successfully trained associates.
• Leverage opening planning tools, budget tracking reports, and resource schedules to promote successful startups across all new locations.
• Drive the field adoption of the tools and platforms required for operational success through the development of custom training and communications programs that are grounded in data analysis.
• Work with a cross-department team to gather, share, and consolidate data relevant to the client startup process.
• Support client projects, tag work, and service work orders – partner closely with the pricing team to ensure all job estimates are accurate and efficiently delivered to clients.
• Partnering closely with the Field Support team, support the facilitation of the first 90 days of relationship, ensuring any success blockers are identified and eliminated.
• Partner closely with finance team to ensure a client personalized and needs based renewal process.
• Ensure the optimal use of company assets post client terminations.

Duties and Responsibilities:

WORK ORDERS / PROJECTS

• Manage the digital work order / client project process ensuring that all work is tracked, properly priced, approved and executed as defined.
• Follow up with field team to keep projects on track and clients aware of start dates and completion dates of scheduled work. Build a customer satisfaction feedback tool for long term measurement.
• Be responsible for the content and data within each of the digital boards making certain that it is accurate, up to date and communicated as needed to all stakeholders.

FINANCIAL IMPACT

• Be a steward of Company assets including travel and other routine business expenses; Ensure cost control levers and metrics are in place to proactively monitor overall supply spend supporting their alignment with the startup budget.
• Work to ensure all travel and accommodations are within budget and appropriately planned; propose new Travel and Financial Policy changes as needed.
• Share with Field and HO leadership when projects have / are on pace to go over budget.

OPERATIONAL TRAINING & REINFORCEMENT

• Proactively identify tools and process improvement opportunities and design a cohesive plan for training/reinforcement.
• Thinking differently about how training is delivered to our frontline, innovating and using technology to improve delivery and content mastery.
• Measure training impact through data and analysis.

COMMUNICATION

• Be an advocate of process, people and technology transformation efforts.
• Properly escalate issues that could impact local or national perceptions of Interstate as a preferred facility services provider.
• Support in strategic planning efforts aimed at increasing proficiency, productivity, and efficiency of facility services operations and internal business affairs.

About You:

• You have at least 3-5 years of diverse business / project management experience.
• You are genuinely passionate about helping companies scale and have experience with firms experiencing significant YoY growth.
• You enjoy the challenge of building something new, have experience with leading change management among a primarily hourly workforce and can work across departments and levels of an organization to get both support and alignment.
• You are data driven, able to take raw numbers in a spreadsheet and transform them into meaningful metrics that drive change.
• You’ve been responsible for managing company assets and spending.
• You are self-motivated, organized, able to manage multiple responsibilities at the same time while successfully driving Company policies to our field teams.
• You understand how to influence without always having formal authority, and you are creative in terms of deploying and spending resources.
• You are passionate, respectful and enjoy a sense of accomplishment from a job well done. You are not afraid to challenge the status quo, and you thrive in an environment that provides autonomy to those who prove successful.
• You understand and can manage the adoption and effective utilization of technology.

Qualifications:

• Minimum 3-5 years of experience in relevant field support and/or customer experience analyst roles.
• Experience in project management and related functions highly desired.
• Strong technology acumen.
• Experience with digital delivery of learning, training and field communications.
• Comfortable working with all levels of the organization and across both HQ and field teams.
• Knowledge of the professional services industry; janitorial or facilities maintenance preferred.
• Excellent verbal and written communication skills.
• Ability to build and leverage strong relationships.
• Demonstrated analytical and problem-solving skills. Foundational knowledge of data and analysis principles
• Ability to work effectively with minimal supervision both individually and as part of a team.
• Proficiency with Microsoft Office Suite (including Power BI); Monday.com a plus.

Knowledge, Skills and Abilities:

• Excellent attention to detail, Strong Communication and Presentation Skills.
• Confident but Humble, Self-Motivated, Process Oriented. A natural teacher/coach.
• Successful Experience in Managing Multiple Projects and Effectively Prioritizing.
• Strong Financial Acumen including Analysis, Budgeting and Quantitative Experience.
• Fundamental understanding of data architecture and analysis principles.
• Management and Leadership Experience.
• Critical Thinking, Deep Understanding of Customer Needs Assessment Techniques, and Core Operational Functions.
• Ability to Receive Constructive Feedback.
• Technically Proficient, with mastery of MS Office Suite and project management applications.

Interstate Premier Facility Services Provider is an Equal Employment Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.

Interstate – Work Happy!

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