SMS Assist Summary At SMS Assist, 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 Description Summary The Field Operations Manager plays an integral role in client support and account management through direct engagement with provision of services at the customers’ sites. This role works closely with multiple internal and external stakeholders to address daily client challenges, while identifying and executing opportunities to make meaningful improvements to client operations. Responsibilities • Improve the delivery of services to the client by observing and reporting on performance and experience from an on-site-user perspective, both customer and vendor • Provide the Operations team with local insight regarding the unique needs of customers in the assigned market and the nuances of doing business with local vendors • Represent SMS in matters related to Fire/Life Safety, Environmental Health and Safety, and Disaster Recovery to mitigate the cost of unnecessarily expansive scopes of work • Provide administrative support for matters requiring in-person representation, such as dealing with municipal offices and being present for code inspections • Assure client leadership that SMS is effectively resolving all facilities issues through local engagement on high priority issues, prior to client escalation • Enhance the effectiveness of SMS technology solutions through increased adoption by directly demonstrating the platform’s value to both customer and vendor • Build and maintain professional relationships with clients to gain an understanding of their operational needs; assist in the development and implementation of solutions to meet those needs • Proactively manage delivery of services to sites without permanent client employees such as vacant sites and off-premise ATM locations • Maintain cognizance of work being done by third party vendors at client sites such as new build construction projects, branch decommissionings, or other projects falling outside the SMS scope of work; represent SMS in the acceptance of such projects into the Facilities portfolio • Perform non-maintenance tasks related to facilities management as approved by the Director of Operations • Demonstrate SMS’s commitment to consistent high-quality service through scheduled and unscheduled quality assurance visits • In coordination with the Affiliate Relationship Management team, develop business relationships with vendors to achieve seamless, high-quality service and advantageous pricing • Communicate findings and recommendations based on client data clearly; couple insights with actionable conclusions to drive business decisions • Facilitate the flow of information among customers and affiliates in the field and the SMS Operations team • Foster a positive team environment and may provide coaching or mentoring to team members • Ensures confidentiality and accuracy of internal and external data • Performs ad-hoc projects and other duties as assigned • This position is remote and requires up to 60% travel within the assigned geographic area of responsibility Professional Skills • Problem Solving – Advanced • Prioritization – Advanced • Relationship Management- Advanced • Customer Service- Proficient • Learning Agility - Proficient • Verbal Communication- Proficient • Written Communication - Proficient • Team Work - Proficient Role Specific Skills • Possesses specific knowledge of facilities management and general knowledge of building maintenance trades • Computer Skills: Proficiency in Microsoft Word, Excel, PowerPoint, Outlook required Qualifications Minimum Qualifications • Bachelor’s Degree Other Relevant Qualifications • 5 years of experience in facilities management, maintenance management, or building maintenance trades required 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. #LI-JP1 #LI-HYBRID