Job Responsibilities
• Serve as the point of contact for store maintenance issues and service coordination.
• Manage communication between stores, vendors, and internal teams using Microsoft Teams & Service Now.
• Maintain and update maintenance tracking systems and ensure accurate documentation.
• Review and validate service invoices for accuracy and compliance.
• Coordinate ordering of parts and supplies for maintenance needs.
• Ensure compliance with internal procedures and vendor protocols.
• Support store teams by resolving equipment and facilities issues efficiently and promptly.
• Report directly to the Director of Construction and Facilities and provide regular updates on maintenance operations.
• Maintain vendor contact lists and update regularly.
• Provide basic administrative tasks to support the construction and maintenance department.
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Job Duties
Equipment & Service Call Management
• Open tickets for all equipment issues and assign initial assessment to maintenance personnel.
• Escalate unresolved or emergency issues by creating Teams channel posts and placing service calls.
• Follow up on open issues and confirm resolution with store teams.
• Relay vendor questions to stores and communicate responses back to service providers.
Service Now & Maintenance List
• Monitor Service Now daily for new tickets and update the maintenance list accordingly.
• Process completed ticket lists from store safety reps.
• Ensure ticket entries are completed correctly.
• Eliminate duplicate tickets and maintain organized records.
Invoice Review
• Verify time in/time out entries against reported labor hours.
• Confirm arrival and departure signatures from both technician and store director.
• Check travel time charges and ensure no duplicate billing for similar service calls.
• Dispute discrepancies and maintain invoice audit trail.
Parts Ordering
• Process part requests from maintenance personnel, store management, safety, and risk teams.
• Order parts promptly to avoid delays in job completion.
• Seek approval for purchases over $3,000 from department supervisors or upper management.
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Administrative Responsibilities
• Maintain detailed logs of maintenance activities, service calls, and resolutions.
• Update and manage Excel spreadsheets for invoice tracking, and maintenance status.
• Ensure all service tickets are properly documented with accurate descriptions and departmental tags.
• Communicate professionally with internal departments and external vendors.
• Prepare weekly reports summarizing open issues, resolved tickets, and pending approvals.
• Monitor budget thresholds and flag purchases requiring management approval.
• Archive completed service records and invoices for audit and compliance purposes.
• Assist in developing and refining maintenance workflows and documentation standards.
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Qualifications
• High school diploma or equivalent; technical or administrative certification preferred
• 2+ years of experience in maintenance coordination or facilities management
• Strong organizational and communication skills
• Proficiency in Microsoft Teams, Excel, Word and Service Now
• Bilingual (Spanish/English) a plus in order to offer excellent customer service to all Team Members, vendors and suppliers
• Ability to multitask and manage time-sensitive requests
