The Field Service Representative (FSR) position manages, monitors, and improves field service activities for assigned client base. Serve in a consultant capacity to customer base to ensure field services are effective and customer’s contractual requirements are being met. Responsible for oversight of Service Providers from various angles including but not limited to: workmanship, cost, safety, system compliance and overall customer satisfaction. Additionally, assist with Service Provider selection and ongoing training. Provide support and guidance to client and service personnel regarding on-site routine services including installation, maintenance and repair.
About the Role
- Responsible for ensuring Service Providers maintain high standards of safety, operational integrity and high quality work. Make sure Company and client’s expectations are being met. Include Franchisees in the evaluation process when appropriate.
- Conduct various types of site inspections to ensure Service Providers are adhering to the contractual requirements set forth by the Company. Inspections include but are not limited to: site safety observations; quality inspections and performing analysis on repeat/multiple service calls that have been submitted for specific sites. Also inspects for compliance with regulations set by government agencies such as health department, environmental agencies, local/city/state/federal government and building codes and permitting agencies.
- Build strong relationships with client site management to reinforce Company commitment and more effectively anticipate site needs.
- Support the client’s brand efforts by proactively identifying emergent issues. Oversee preventive and reactive maintenance and/or capital projects for designated locations. Identify sites with high maintenance activities and produce recommendations that result in reduced down time and maintenance costs.
- Perform and report on site asset evaluation surveys.
- Works with Operations and various client departments on remodels, capital replacements and program rollouts requiring equipment and/or contractor services.
- Represents the Company at meetings with designated customers; for internal as well as external customer meetings; deliver presentations on facilities related issues, and other requested issues.
- As necessary, will work with internal Accounts Payable department to review and resolve invoicing issues and accounting issues, i.e. disputed charges or costs charged to wrong account.
- 75% travel
About the You
- 5 plus years of experience in facilities management or related field; field experience is preferred
- Possess a basic to intermediate knowledge of building HVAC, automation, life safety/fire protection systems, energy operations etc.; Maintenance or technical experience is a plus
- Have a moderate knowledge of a variety of trades such as carpentry, electrical, mechanical etc.
- Intermediate knowledge of Microsoft Word, Microsoft Excel and Microsoft Power Point
- Demonstration of relationship building, presentation capabilities and organization skills.
- Proven ability to effectively establish priorities and develop objectives, goals and action plans to meet or exceed customer expectations within a fast paced environment
- Demonstrated strong customer focus
- Ability to operate within the company/department budget
- Maintains a high level of technical expertise in the field of construction, refrigeration, fast food equipment, electronics, utility management, etc.
All your information will be kept confidential according to EEO guidelines.
