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