Job Details
Service Performance Owner (SPO)
About Caliber Service Management
We are a family of value-driven companies offering a full range of soft and hard facility management services (Landscaping, Snow Removal, Property Enhancements, Project Management, Lot Services and Stormwater Management) that aid in providing safe and attractive facilities.
With over 100 years of industry experience collectively, our team of subject matter experts is committed to effective performance and successful partnerships with asset, property and facility managers as well as real estate investment trusts.
We take tremendous pride in helping solve, support, and maximize the true potential of each property. Caliber is a privately held LLC with annual revenue greater than 50 million and we proudly serve more than one thousand high performing commercial, industrial and retail locations.
With more than forty million square feet of exterior grounds care, emergency response, construction and snow removal, our workforce includes more than one hundred and fifty team members and over one thousand service partners.
Job Summary
*This role is 80%+ on the road within a region.
Commercial landscape and snow removal management professionals encouraged to apply.
The Service Performance Owner (SPO) provides management and oversight within their designated geographic zone. They build strong relationships, facilitate communications in the field between all key stakeholders, maintain Quality Control of Service Vendor performance and resolve problems within the zone.
Responsibilities
Communicate and build relationships and trust with the client locations and regional management
Deliver Vendor Quality Control programs within the region
Read, Understand and Implement detailed facilities maintenance Scopes of Work and Service Level Agreements
Facilitate communications in the field between team members, Caliber Operations Managers, Caliber Service Management Affiliates, client locations
Manage the client; up to and including client Regional Vice Presidents.
Conduct Service Validations
Train and guide vendors as required
Provide guidance and feedback to Caliber Service Management
Maintains Quality Control Reports
Prepare Vendor score cards
Resolve customer problems by applying resources as necessary
Conduct site surveys for various trades and services
Engage and entertain the customer as appropriate
Conduct training and presentations concerning scope of work to store personnel
Foster a positive team environment
Ensure confidentiality of internal and external data
Perform ad-hoc projects and other duties as assigned
Responsibilities may require emergency support, mobilization and extended engagement helping serve/solve local, regional and national market clients needs; scheduled and non-scheduled including but not limited to property damage and snow emergencies
Professional Skills
Customer Service Advanced
Verbal Communication Proficient
Written Communication Proficient
Teamwork Proficient
Relationships Advanced
Organizational Awareness Proficient
Problem Solving Proficient
Process Orientation Proficient
Role Specific Skills
Proficiency in Microsoft Office tools (Word, Excel, Access, Power Point)
Able to utilize Disc Profile Tools
Capable of working outside in supervisory-inspection capacity in all weather conditions
Able to climb ladders and perform roof top maintenance inspection tasks
Capable of extensive driving (day, night and inclement) and commercial air travel
Able to travel nationwide on short notice on a limited basis
Excellent driving record
Qualifications
Minimum Qualifications
Bachelor s degree preferred
Other Relevant Qualifications
Strong multi-unit enterprise facilities management experience preferred in the following skills: Landscaping, Irrigation, Snow-Ice Programs, Interior and exterior facilities management, and Janitorial Services
Experience in a trade
Retail experience or experience servicing retailers
Experience in facilities industry
Compensation includes Vacation, Holiday Pay, 401k, profit-sharing incentives.