This position ensures all properties are maintained properly, efficiently and as economically as possible. Coordinate all service maintenance job responsibilities for building, equipment and site maintenance to ensure service standards and budget expectations are met. Monitor and reporting of all Contract Service vendors performance levels. Monitor and reporting on all local, state, and federal governmental regulatory requirements. Handling of bill backs generated to reclaim service expenses, assist with extensive training for current procedures and guidelines. Service area responsibilities are app. 1100 Food Lion locations, 180 Hannaford locations.
Principle Duties and Responsibilities:
Receive all work orders created at store level for maintenance, landlord, loss prevention, IT, Operations requests. (Food Lion 185,000+ work orders per year, Hannaford 63,000+ work orders per year). When work order is received we evaluate the issue, assign a repair code, determine the priority and select the technician or correct vendor for service. Work order is dispatched to the correct vendor through direct contact, email, fax or dispatching through the Cook system. The work order priority dictates the timeline for the work to be completed. Once dispatched a follow-up time is assigned. If the work order is completed within the assigned time line and closed no further follow-up is needed. If the work is not completed contact is made with the technician or vendor for an update. The work order is then followed up on until completion.
Evaluate all open service maintenance and repair issues to ensure all operational procedures and requirements are met, being handled according to procedures, service agreements, and contracts. Review older open work orders, request for vendor quotes as needed, and confirm upper management has approved each expense. Confirm completion of work with the store managers and/or maintenance techs prior to closing each work order.
Act as a liaison between retail stores and maintenance field staff/service vendors on facility-related service and maintenance issues. Processes phone, email and computer-entered requests for service in a timely manner to ensure that stores are safe, compliant and fully operational to serve customers. Ensure work orders are keyed properly and flagged for accounting procedures including such things as account numbers, location numbers and whether or not to capitalize expenses.
Based on an assessment of the situation, determines whether a service technician/contractor is required, and dispatches the appropriate service technician/contractor as needed. Effectively communicate the sequence of activities that will resolve the issue and provides status updates as appropriate.
Negotiate needed repairs/replacement in the event full replacement of either the parking lot or roof is needed. Obtain bids, reviewing quotes to ensure each quote meets the scope of work. Responsible for generating the scope of work and obtaining quotes to have the work completed.
Ensure all service calls are handled as needed. Maintain 98% ratio of suspense to open work orders. Work closely with government officials to avoid fines and penalties that would have a negative impact on our company.
All contract service vendors are reviewed weekly to ensure service levels are maintained. This includes floor care services, linen, HVAC filters, pest control, window cleaning, fire suppression hood cleaning and inspection, fire sprinkler inspections, saw/blade repair/replacement, waste removal, grease traps, rendering, lighting, and condenser cleaning.
Monitor vendor relations and assist with vendor selection when needed, provide input for service dependability. Informs maintenance supervisors of any changes needed as a result of vendor changes.
Handle invoices through workflow to ensure they are processed in a timely manner. This duty has a deadline for vendors that offer a discount for early payment. Follow proper accounting procedures including ensuring work orders are flagged/keyed properly using correct account numbers, location numbers and identifying capitalized expenses. This will improve business efficiency and help in maintaining expenses at or under budget.
Research and process customer complaints relative to service maintenance. Work closely with Legal on any safety issues reported through them.
Ensure safety procedures and standard operating procedures are followed, complying with all Auditing Procedure reports identified in the Facilities Services Overview of System Procedures. Ensure vendors and contractors are properly insured and SOX procedures for all new vendors are implemented.
Ensure bill-backs are generated to reclaim expenses for product loss, labor and or parts for service obligation for damages. Monthly monitoring is necessary to ensure all bill backs are generated and reimbursed (Food Lion team completed $275,000 in maintenance bill backs in 2017).
Attend training sessions scheduled with outside vendors to provide the knowledge needed to assess repair needs and the appropriate repairs.
Process and maintain the field maintenance technician payroll (105 +/- technicians) daily. Onboard all processes for technicians for new hire including Cook access, cell phone and payroll identification number. Document and record all team meetings, leave of absence and technician availability for dispatching ability. Notify all related departments of any changes.
Maintain all information in the Cook system pertaining to vendors, managers, supervisors and technicians. Document all PO information for equipment ordered including model, serial number, manufacturer and warranty information. Remove equipment from open/operating stores as needed. Maintain all vendor changes including removals/additions at the direction of the maintenance supervisor. Pull reports for store coverage to notify all departments of the assigned maintenance supervisor and technician to determine what locations are open and closed and who covers the location. Pull the SM Area Search report for central station for refrigeration alarm notification contacts. Create and maintain all preventive maintenance work orders (store check list/leak check, deli, unassigned store, evaporator/condenser, HVAC/ice machine, CRC, produce misting system, asset inventory, saw/grinder/slicer). Send all refrigeration punch list items by letter to the appropriate refrigeration contractor to complete repairs for final work from remodels. Receive and create any needed HVAC work orders from closed store PM's that are generated. Pull and send reports to Risk Management as requested. Set up new vendors in Cook and maintain all changes to their contact information including store coverage.
Proficient in Microsoft Office including Word, Excel and Outlook; Internet; Typing is a MUST.
General knowledge of accounting principles
Demonstrate professional customer service experience, history of working in a service center or customer service center and familiarity with common service center tools (telephone, case management) is preferred.
High School Diploma
Knowledge of the financial impact of activities and ability to communicate
Knowledge of property and building maintenance and repairs, contract bidding and negotiations
1 year technical or vocational education.
Highly developed organizational and analytical skills with ability to manage multiple tasks simultaneously with excellent follow-up and attention to detail.
Solid working knowledge of interior maintenance issues, repairs, contract bidding and negotiations relative to areas of responsibility.
Skills and Abilities
Excellent problem solving/decision making skills.
Superior written and verbal communication and interpersonal skills.
Ability to prioritize and effectively handle multiple tasks and projects to meet deadlines.
Ability to interact with associates and management at all levels of the company.
Ability to work in a fast pace environment.
Versatile and able to learn new processes and technical subject matter.
Ability to work independently in a team environment and adapt to changing priorities.
Ability to prioritize daily work related functions, projects, and repair needs for their categories, while maintaining effective communication to all teams involved.
Ability to maintain a courteous disposition in stressful situations.
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