Field Service Director

With more than 225 branch offices across North America, Associa is building the future of community for nearly five million residents worldwide. Our 11,000+ team members lead the industry with unrivaled education, expertise, and trailblazing innovation. For more than 43 years, Associa has brought positive impact and meaningful value to communities. To learn more, visit www.associaonline.com.

Job Description

The Field Service Director is responsible for the successful operation of assigned Associa OnCall branch and provides senior level management supervision and support to the assigned employees, vendors, contractors or others as designated under the direction of the Branch President and/or Associa OnCall Regional Director. The Field Services Director will work as a team member together with the branches executive team to support the branch. Through leadership and by example, the Field Services Director shall proactively develop employees to their fullest potential and to the highest level of professionalism through education, mentoring and career guidance. The Field Service Director implements programs to ensure attainment of business plan for growth and profit, Field Service Director also internalizes, supports and promotes the high business and ethical standards of Associa.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

The Field Services Director shall perform, or cause to be performed, the following. Other duties may be assigned.

• Provide senior level management supervision and support to employees
• Promote and maintain through leadership and by example high morale among staff
• Maintain adequate, efficient and profitable staffing levels
• Staff training, development, mentoring, recruiting, hiring, planned performance reviews, vacation and time-off schedules
• Motivate staff to provide top-level “service first” to the clients at all times
• Recognize strengths and weaknesses of staff members and adjust job descriptions, positions and training accordingly in order to maximize return on human capital and potential to benefit employee retention, performance and client retention
• Ensure staff is well-versed in all aspects of Associa and Associa OnCall’s value-added products and services and communicates those advantages to clients and staff
• Develop new business strategies to enhance market share and improve overall performance by marketing to and servicing Community Managers and Boards of Directors. Including developing new divisions to meet specialized service needs.
• Ensure all staff are appropriately trained and informed with regard to client retention and their crucial role in the process.
• Increase department revenue year over year by percentages as set forth in annual budget.
• Perform sales presentations to managers / board members and attend new client proposal meetings as needed.
• Maintain awareness of the balance necessary between client, employee and company; intervene as necessary to maintain that balance and participate in client and/or employee issues as needed.
• Maintain awareness of variables which could affect employee retention and/or morale
• Able to act as a liaison between branch executive staff and service department personnel.
• Provide managers with a knowledgeable resource as well as perform necessary manager training classes.
• Constantly practices honesty, ethics and operates with a high degree of integrity at work and in personal life
• Oversee management of projects for the construction division including insurance claims, capital improvements and renovation projects.
• Oversee Bidding & estimating which entails creation of job specifications, prepare and obtain proposals, recommend repairs and generate work to build department
• Complete all reporting and initiatives required by the National Field Service Division
• Apply knowledge and skills to oversee the regular and recurring maintenance, installation, and repair work of the department, using any of the equipment authorized and available.
• Create and administer service department policy.
• Proven ability to work well under pressure and deadlines
  
  

LEVEL OF AUTHORITY: Supervise all employees assigned to field services & construction services departments as well as contractor and vendor supervision

WORK ENVIRONMENT: 65% office and 35% outdoors in all weather conditions. May involve potential exposure to hazards including chemicals.

Additional Job Functions

• May perform portions of the work on occasion, as necessary.
• May perform duties of similar complexity as required.
  
  

Requirements

Qualifications

Technical

• Bachelor’s degree (B.A.) or equivalent from four year college; or ten years related experience and/or training; or equivalent combination of education and experience.
• Must have experience in service and customer service management.
• Must have knowledge of accounting practices relating to budgeting and financial statements.
• Must have working familiarity with assigned maintenance equipment, construction and repair methods, materials, tools, and procedures, including a basic general knowledge of electricity, plumbing, carpentry, and cement work.
• Desirable to have previous experience and show competency in Residential, Commercial, Garden and High Rise communities.
• Must be able to attend evening meetings as required.
• Must have knowledge of the local metro area.
• Must have ability to plan, schedule, and review the work and performance of others in a manner conducive to proficient performance and high morale.
• Customer Service Oriented.
• Must be able to work as a team member.
• Excellent verbal and written communication skills.
• Creative problem solving ability.
• Multi-Task oriented.
• Organizational skills.
  
  

Additional Information

Physical Capabilities

• Physical strength and ability to perform moderate to heavy manual labor, including frequent bending, walking, and heavy lifting, for extended periods under dirty and uncomfortable conditions and in all types of weather as necessary.
• Ability to monitor phone messages and emails while performing other work throughout the day.
  
  

Other Capabilities

• Communication skills to work effectively as a team leader and answer internal and external client inquiries.
• Ability to understand and follow oral and written instructions.
• Flexibility to be available for emergency on-call.
• Ability occasionally and as necessary to use sound judgment to solve problems and make decisions independently.
• Must have working knowledge of Microsoft Word, Excel, and Outlook.
  
  

Field Service Director must:

• Keep himself / herself updated about applicable regulations and performs all tasks in such a fashion as to comply with appropriate regulations.
• Assume ownership and responsibility for assigned tasks as agent for Associa OnCall.
• Act with integrity.
• Nurture customer & colleague relationships.
• Perform quality work.
• Use of Tools and Equipment
  
  

Must have knowledge of a variety of hand and power-operated tools and equipment, to include but not limited to shovels, picks, hand and riding mowers, tapping machine, power hacksaw, chainsaw, pipe threading machine, drills, gas-powered leaf sweeper, weed eater, compressor, portable concrete saw, spraying equipment, heavy duty and light trucks.

PERSONAL ATTRIBUTES

• Be understanding and patient with customer concerns and issues.
• Physically and mentally handle multi-task deadlines and challenges.
• Work in an office with an open-environment.
• Travel to client locations for inspections, presentations etc.
• Act as a liaison between Management and Maintenance personnel (includes Service Technicians and Support Teams).
• Likes to work around and with people.
• As an absolute condition of employment, external candidates are required to satisfactorily complete and pass a drug screen and back-ground check prior to starting work.
• The statements contained in this job description reflect general details as necessary to describe the principal functions of this job, the level of knowledge and skill typically required, and the scope of responsibility. It should not be considered an all-inclusive listing of work requirements. Individuals may perform other duties as assigned, including work in other functional areas to cover absences or provide relief, to equalize peak work periods or otherwise to balance the work load. Following an offer, and prior to starting the role, individuals must have a pre-employment property site wa
  
  

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.