SMS Assist Summary At SMS Assist, a Lessen company, we’re not just in the business of fixing properties—we’re fixing an entire industry. Typically, facilities maintenance is tough work—both in the nature of the job (plumbing, HVAC, snow removal) and the lack of clarity throughout the experience. We decided a better way wasn’t only possible, but essential. Through our award-winning technology platform, built and powered by SMSers, we connect local contractors to our customers and help manage an experience that surpasses expectations. Recognized on Forbes’ Cloud 100 list, Deloitte’s Technology Fast 500, Chicago Crain’s Top Tech Employers, and more, SMS Assist manages more than 186,000 properties where people live and work. Our customers’ livelihoods are in our hands—think a restaurant manager whose only fryer goes down on a busy Friday night or a family in Florida without power after a hurricane. We work across the industries that make up your community, including retail, food service, banking, residential, and more, and we help them find the right provider in our network (we call them Affiliates) in more than 45 trades. We’re innovators, disruptors, and out-of-the-box thinkers. We set each other up for success in the office and for the perfect spike on the volleyball court during an intramural game. We’re community volunteers, karaoke partners, and lifelong friends. We’re passionate about the people we serve, and we give our all because we care. We want to make every property better, and we want your help to make it happen. Job Summary The Facility Manager will manage all day-to-day facilities activities for their client’s portfolio within their assigned region. The Facility Manager must be able to work in a fast-paced environment, prioritize multiple tasks, consistently make effective decisions under stressful conditions. The Facility Manager must establish strong client relationships and develop effective and consistent communication with the client. The Facility Manager will have overall responsibility and ownership for all maintenance requests submitted by the client and will utilize best efforts in resolving the client’s maintenance issues rapidly. The Facility Manager will use independent discretion and decision making to help provide the client with direction on Capital planning and repair vs. replace opportunities. Additionally, this position is responsible for creating and developing relationships with internal clients and customers. Responsibilities Manage and have ownership of the complete work order life cycle from creation to resolution Manage vendors to ensure services are completed within agreed upon SLA’s Work cross-functionally with other teams to manage vendors in region(s); make strategic decisions about capacity planning and fulfillment of services Develop key client relationships; collaborate with key stakeholders in markets to devise solutions to client issues Perform monthly reporting, forecasting and asset management on all sites Help develop and implement preventative, ongoing and anticipated maintenance/repair programs Assist with development of operating and capital budgets for the assigned portfolio and report financial results Create work order forecasts by drawing on historical, current, and metric-based data Attend regular client status meetings, if applicable Ensure confidentiality of internal and external data Perform ad-hoc projects and other duties as assigned Professional Skills These are the professional skills we would expect from an individual fully established in this role. Customer Service- Proficient Verbal Communication - Proficient Written Communication - Proficient Teamwork – Proficient Relationships - Proficient Negotiation – Advanced Organizational Awareness - Proficient Learning Agility - Proficient Analysis - Advanced Problem Solving - Advanced Process Orientation - Proficient Prioritization - Advanced Role Specific Skills Computer Skills: Proficient in Microsoft Word, Excel, PowerPoint, Outlook required People Management Skills Proficient in all people management processes, including recruitment, performance management and reward Proficient in building, growing and developing a team; including department structure design and resourcing Proficient in coaching and developing individual team members to reach their potential Proficient in engaging a team through communication, processes, personal impact and influence Qualifications Minimum Qualifications Bachelor’s degree or equivalent facilities management experience 6 years of facilities management experience Experience with managing multiple vendors for day-to-day work order management and small to large capital projects Client relationship management skills Communication and organizational skills Other Relevant Qualifications Trade experience preferred Please note, this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities, and schedule may change at any time with or without notice. SMS Assist is an Equal Opportunity Employer (EOE) that welcomes and encourages all applicants to apply regardless of age, race, color, religion, sex, sexual orientation, gender identify and/or expression, national origin, disability, veteran status, marital or parental status, ancestry, citizenship status, pregnancy or other reasons prohibited by law. SMS Assist serves more than 186,000 commercial and residential properties nationwide. We connect property owners in industries like retail and restaurant with a dense Affiliate network that specializes in more than 45 trades like landscaping, plumbing, HVAC, and more. Our Customer Service organization leverages our proprietary One by SMS Assist cloud platform to process thousands of work orders on a daily basis. Every day we strive to provide the best service to our customers through an entrepreneurial spirit, a passion for service, teamwork, and integrity. We train for the present and prepare for the future with training programs for new employees and emerging leaders alike. We offer a game room, fitness center, bike garage, SMS Serves philanthropy program, company events, a fun location along Chicago’s Magnificent Mile, and more. SMS Assist is a Moxie Awards winner, Chicago Innovation Awards winner, a Top 100 Digital Company in Chicago, and more.