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Field Service Manager (Bilingual Required - Eng/Span) - MultiPro Property Solutions - Los Angeles California
Company: Disability Solutions
Location: Los Angeles, California
Posted On: 11/20/2024
The Field Service Manager is a key role reporting to the Operations Manager. As the Field Service Manager, you will have the opportunity to oversee and support field service operations in an assigned territory consisting of approximately 20-40 apartment communities. Your primary responsibility will be to ensure the successful deployment and quality of field services, including the careful selection of qualified independent contractors to join our network. In addition, you will play a crucial role in prioritizing the safety of our associates and delivering outstanding customer satisfaction.Collaboration will be a key aspect of your role, as you will work closely with the Sales and Operations Management team. Together, you will establish strong partnerships within a defined portfolio of our client's property managers, maintenance managers, and other staff members. Your primary objectives will include ensuring adherence to project specifications, achieving on-time and high-quality ticket completion, and effectively managing change orders and approvals to drive customer satisfaction and reach the revenue goals of the branch.The ideal candidate for this position will possess a customer service-oriented mindset and a strong desire for growth. A proven track record in managing field labor and construction services for multiple clients will be highly valued. Given the nature of the role, daily face-to-face customer interaction is expected, requiring excellent interpersonal and communication skills.Salary Range: $66,560 - $70,000Bonus: target bonus is 10% of annual salary (divided and paid out quarterly)Company vehicle providedSchedule: Monday - Friday, 8:00 AM - 5:00 PMResponsibilities: - Responsible for managing projects for requested services of approximately 20-40 apartment communities as needed and assigned
- Responsible for identifying, selecting, and onboarding qualified independent contractors to build a bench in advance of capacity
- Update, distribute, and ensure the daily schedule needs are being managed and completed in a timely and satisfactory manner
- Coordinate with apartment community staff and independent contractors to meet client expectations
- Walk jobsites to ensure service compliance to customer requirements, leveraging Field Service team members where possible
- Ensure proper safety protocols and procedures are being met
- Ensure client satisfaction through promptly and effectively addressing questions or concerns
- Takes initiative and applies critical thinking skills to forecast/solve problems and drive results when anticipating independent contractor shortages, or when the independent contractors are not meeting the Client's standard of work
- Create and maintain cooperative working relationships and frequent communication with property staff and branch staff through daily site visits and timely response to questions and concerns
- Educate property staff on any/all new service offerings from Valet Living
- Comply with and train on all safety policies and procedures, reporting all safety incidents in a thorough and timely manner using Process Map
- Collaborate with internal business partners; finance, human resources, marketing, operations, and IT when needed
- Keep accurate client interaction records
- Be attentive and mindful to property needs, contractor capacity, and our service offerings, work closely with the Account Management Team to sell and bid all services to meet Branch financial goals
- New community launches, including a property, walk with the maintenance director to ensure agreement of the job scope and service protocols with a follow-up that includes property management
- Provide community managers with updates/progress with job task(s) completions
- Minimum bi-weekly visits per month for existing clients to build rapport
- Perform other duties, as assignedQualifications:
- High school diploma or GED equivalent required, AA degree or higher preferred
- Minimum of 5 years of proven success in a field services management role
- Multi-location management of construction and/or field services with a dispersed workforce highly preferred
- Customer service, and prior people management experience preferred
- Proposal building and sales experience preferred
- Bilingual (English / Spanish) highly preferred
- Excellent project management skills, including the planning, coordination, and delivery of service work
- Detail oriented, highly organized, and exercises strong time-management
- Exceptional verbal and written communications skills with superior interpersonal skills and the ability to interact with a variety of audiences
- Must have a commitment to service excellence with a friendly and positive attitude
- Strong organizational skills, and ability to multi-task
- Able to work with cross-functional teams within the organization
- Ability to make sound operations decisions quickly and under pressure
- Ability to assess issues and situations for work to be completed and apply resolution proposals to community managers and independent contractors to fulfil the completion of service orders
- Ability to adapt to technology platforms
- Proficiency in MS Word, Outlook, SalesForce.com, Excel and PowerPoint
- Excellent work ethic, integrity, and sense of accountability
- Ability to manage stress and adapt to changing environment, comfortable with complexity
- Ability to perform effectively in environments with frequent workload changes and competing demandsPhysical Requirements and Special Conditions of Employment:
- Ability to operate a motor vehicle in a manner consistent with local and state rules and regulations and company policy
- Ability to lift up to 50 pounds
- Ability to walk distance of our client properties, including up/downstairs, bend at waist and/or knees and lift arms at/over shoulder
- Ability to work outdoors and be exposed to hot and cold temperatures
- Valid driver license and good driving record
- Flexibility to be available during irregular hours depending on business needsOur full-time associates are provided with the following comprehensive, flexible benefits:
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