Technical Customer Support P15

About ServiceChannel

ServiceChannel is the leading cloud-based service automation platform for facilities management. Our Managed Services team partners with customers to source procure manage and pay for repair and maintenance services delivering measurable outcomes across provider performance asset uptime spend optimization and customer experience.

Role Summary

The Facilities Manager leads a team of Facility Coordinators and owns day-to-day service delivery across a multi-site portfolio. This role is the primary operational escalation point for customer stakeholders ensuring adherence to SOPs KPI delivery vendor coaching and data-driven continuous improvement. Customer stewardship and program leadership are core expectations.

Key Responsibilities

Leadership & People Management

• Hire train coach and performance-manage Facility Coordinators; conduct quality monitoring and evaluations.
• Set clear role definitions goals and timelines; maintain team schedules to ensure coverage during business hours.
• Foster collaboration knowledge transfer and process discipline; lead weekly internal operations meetings.

Customer Stewardship & Communication

• Serve as the primary operational point of contact; lead weekly/biweekly meetings and quarterly business reviews.
• Proactively communicate status risks wins and improvement plans; manage change requests and maintain SOPs.
• Ensure timely closure of inquiries via helpdesk email and phone; uphold professionalism in every interaction.

Service Delivery & Work Order Management

• Oversee work-order lifecycle SLAs and emergency response; monitor internal reporting for process adherence.
• Guide the team on cost controls (warranty landlord responsibility asset lifecycle) and approval pathways.
• Coordinate scheduled maintenance compliance; optimize preventive maintenance programs.

Provider/Vendor Management

• Align providers to customer expectations coach performance and resolve escalations.
• Monitor KPIs for on-time response first-time fix quality and cost; drive corrective action plans.

Analytics Reporting & Continuous Improvement

• Develop and present portfolio analytics and dashboards to reveal trends and opportunities; translate insights into action.
• Lead root-cause analysis and implement process improvements that reduce cycle times and improve customer satisfaction.

Risk Compliance & Safety

• Identify and mitigate operational risks; ensure compliance with customer policies and relevant regulations.
• Document incidents and countermeasures; communicate risk posture and remediation progress.

Financial & Contract Stewardship

• Support budget adherence and forecasting; review spend patterns and savings opportunities.
• Partner with Account Management on contract obligations renewals and commercial considerations.

Tools & Platforms

• ServiceChannel platform (Work Order Management Analytics)
• Zendesk (ticketing/helpdesk)
• Salesforce and Gainsight (CRM/Customer Success)
• Microsoft Excel and PowerPoint
• Collaboration tools (Teams Slack)

Required Qualifications

• 5 years in Facilities Management or related field including 2 years leading teams.
• Experience managing multi-site portfolios.
• Mastery of work-order management vendor performance coaching and SOP governance.
• Advanced communication skills and stakeholder management.
• High proficiency in Microsoft Excel and PowerPoint; strong data-driven decision-making.
• Ability to work remotely with occasional on-call escalation.
• Strong time management organization and problem-solving skills.

Preferred Qualifications

• Bachelors degree in Facilities Management Business Administration or related field.
• Experience with ServiceChannel Salesforce and Gainsight.
• Industry background in Restaurant Hospitality Medical/Veterinary or Retail settings.
• Record of success supporting enterprise B2B SaaS products and presenting to customers.

Work Conditions

• Remote role covering standard business hours in local time zone; comfortable on camera for meetings.
• Occasional travel for client onsite meetings and team events.