Facilities - Service Manager - Cuba, MO

SUMMARY

The Facilities Service Manager oversees daily maintenance of company grounds, buildings, and equipment, including installations at both company and customer sites. This role supervises Technicians and external service providers, ensuring high customer service standards, timely repairs, quality workmanship, and accurate invoicing. Key responsibilities include enhancing departmental efficiency through team development, scheduling, service route planning, and performance management. The Manager maintains inventory levels, assesses team skills, implements safety programs, and prepares reports on maintenance, repairs, and safety for management. Additionally, they collaborate with building owners and upper management on budgeting for facility needs and may travel to oversee field operations.

RESPONSIBILITIES BY COMPENTENCY: (*denotes an essential function of the position)

Business Results

• Schedule and assign tasks to Facility Technicians based on their skills, urgency, location, and other relevant factors to enhance efficiency, ensure coverage, and meet service levels, including 24-hour availability.

• Monitor work order progress and analyze materials used, costs, and other critical data to adjust schedules and allocate resources effectively.

• Review technician invoices to verify that parts and labor are accurately billed and that descriptions of work performed are complete and precise.

• Coordinate the installation of both new and used equipment, including car wash systems.

• Manage the on-call technician schedule to ensure service availability around the clock.

• Leverage technology and resources to maximize technician efficiency and streamline maintenance operations.

• Increase the number of service requests completed using internal resources.

• Analyze return trip reports and incidents; implement strategies to reduce their occurrence.

• Oversee parts and equipment inventory to optimize valuation, minimize return trips, and ensure timely responses to service requests.

• Initiate and promote process improvements to enhance work quality and efficiency while minimizing costs.

• Ensure all departmental tools, equipment, and vehicles are maintained in good working order.

• Investigate all work-related accidents, identifying contributing factors and necessary corrective actions.

• Maintain regular attendance and adhere to established safety protocols.

• Perform other duties as required.

Communication

• Engage professionally and effectively with internal and external customers, vendors, suppliers, and employees.

• Offer clear direction and set expectations for direct reports.

• Convey technical information to customers in an accessible and understandable manner.

• Maintain a professional image in all correspondence and conversations.

• Keep your supervisor updated on opportunities and progress related to process improvements.

• Provide ongoing, constructive feedback to direct reports about their performance and areas for growth.

• Listen actively to understand customer issues and perspectives, while clearly communicating the situation from the company’s standpoint.

Customer Service Orientation

• Ensure timely responses to all customer service requests and inquiries.

• Maintain a professional and customer-friendly attitude at all times.

• Analyze metrics and data to track customer service levels.

• Proactively follow up with customers to ensure issues are resolved and they are fully satisfied with the quality of service provided.

• Monitor customer satisfaction and address complaints by improving processes or mitigating dissatisfaction and errors.

• Conduct site and customer visits as needed to resolve issues and verify that technician work is completed to standard.

Developing Talent

• Participate in training to enhance both technical and soft skills.

• Stay informed and knowledgeable by attending educational workshops, reviewing professional publications, building personal networks, benchmarking best practices, and engaging with professional societies.

• Ensure the team understands and aligns with BSC measures as well as the organization’s Vision and Mission.

• Equip staff with the skills needed to handle a wide range of service requests by providing ongoing support for technical and safety training.

• Facilitate additional training for staff on ‘on-call/emergency response’ duties that may fall outside their primary expertise.

• Coordinate safety training for staff and ensure adherence to safety guidelines.

• Complete required training to maintain regulatory compliance and adhere to company policies.

Technical Expertise

• Stay informed about developments, enhancements, and trends in convenience store, petroleum, and car wash equipment, as well as general electrical, plumbing, and HVAC systems.

• Develop a thorough understanding of maintenance dispatch and service information systems to effectively identify work requests, allocate resources, track parts and labor costs, and optimize system efficiency.

• Gain in-depth knowledge of car wash equipment and the installation process to accurately create labor estimates for installations.

• Oversee parts and equipment inventories to enhance customer service and drive positive business outcomes.

• Keep abreast of regulatory requirements, including environmental compliance and health and safety standards relevant to your responsibilities.

• Follow all Wallis Companies safety policies and promptly report any safety incidents to your supervisor.

SUPERVISORY RESPONSIBILITIES

Direct: Facilities Lead Technicians

Indirect: Facilities Service Technician (Levels I-IV)

Oversee the overall direction, coordination, and evaluation of each role. This position involves supervisory responsibilities in alignment with the organization's policies and applicable laws. Key responsibilities include planning, assigning, and directing work; managing employee development and certifications; evaluating performance; administering rewards and disciplinary actions (up to termination with supervisor approval); and addressing complaints and resolving issues.

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. (*denotes an essential qualification of the position)

Education: *Required: Equivalent to high school diploma Preferred: Associate’s Degree

INDFSM