Hybrid Service Quality Manager bei TEC Services
TEC Services · Buffalo, Vereinigte Staaten Von Amerika · Hybrid
- Junior
- Optionales Büro in Buffalo
Job Details
Description
JOB OVERVIEW:
The Janitorial Service Quality Manager is responsible for overseeing nightly cleaning operations performed by internal janitorial teams across stores within a designated region. This role ensures that all cleaning tasks meet company and client standards, with a focus on maintaining high levels of cleanliness, safety, and customer satisfaction. The position may require overnight and weekend availability.
KEY RESPONSIBILITIES:
- Develop and manage a monthly site visit schedule to assess performance and maintain strong relationships with store managers through regular phone and email communication.
- Conduct weekly Quality Assurance inspections of stores based on location size and frequency needs. Document findings using Salesforce Field Service and provide detailed reports to internal stakeholders.
- Provide direct supervision, training, and performance feedback to janitorial staff to ensure tasks are completed to standard and in a timely manner.
- Perform follow-up inspections and corrective coaching when cleaning standards are not met.
- Maintain open and proactive communication with internal team members and store management, conducting both day and night visits as needed.
- Address on-site issues, equipment malfunctions, and service gaps promptly across multiple store locations.
- Collaborate with HR and the Account Director to address performance management, disciplinary actions, and develop coverage plans for call-offs or absenteeism.
- Step in to perform cleaning duties during staffing shortages or emergencies.
- Submit timely daily and weekly reports summarizing inspection results, staff performance, and completed work.
- Troubleshoot and perform light maintenance on janitorial equipment, such as battery replacement and basic triage.
- Remain on-call for emergency cleaning needs, including weekend coverage and urgent service requests.
- Coordinate wet work and periodic deep cleans, ensuring all tasks are completed and approved by store management within specified timeframes.
- Achieve and maintain a customer satisfaction rating of 90% or higher across assigned store portfolio.
- Perform additional responsibilities as assigned by the Account Director or senior management.
- Promptly report major issues or concerns to the Account Director or Assistant Account Director.
Qualifications
QUALIFICATIONS:
Availability: Willing and able to work overnight hours, with flexibility to adapt to changing schedules, including weekends and emergency coverage.
Licensing & Transportation:
- Valid driver’s license required.
- Reliable transportation for frequent regional travel.
Experience:
- 1–3 years of experience in janitorial or custodial services, including at least 2 years in a supervisory or floorcare leadership role.
- Prior experience managing in-house janitorial teams (self-perform) in commercial or retail environments is strongly preferred.
Skills & Technical Proficiency:
- Proficient in Microsoft Office Suite (Word, Excel, Outlook, Teams).
- Comfortable using mobile applications and digital inspection tools (e.g., Salesforce Field Service or similar platforms).
- Strong knowledge of floor and carpet care techniques, chemicals, and equipment.
- Ability to interpret and implement contract standards and cleaning specifications.
- Skilled at multitasking and maintaining organization in a fast-paced, multi-location operation.
- Demonstrated ability to supervise and motivate internal staff, provide coaching, and resolve service issues directly.
Physical Requirements:
- Frequent standing, walking, bending, and kneeling throughout shift.
- Ability to lift and carry up to 50 pounds (preferred but not required).
- Must be comfortable working in active commercial environments and performing occasional cleaning duties.
- Capable of regular communication via phone and email, with normal hearing and vision for quality inspection tasks.
- Willingness to travel up to 90% of the time by car, often involving long periods of sitting and regional driving.
Education:
- High school diploma or GED required.
Key Personal Attributes:
- Detail-Oriented: Able to identify and correct cleanliness or quality issues proactively.
- Strong Communicator: Clear, professional communicator with internal staff and store partners.
- Leadership: Experienced in leading teams, setting expectations, and driving accountability.
- Problem-Solver: Able to respond quickly to issues in the field and implement effective solutions.
- Adaptable: Comfortable navigating shifting priorities and store demands.
- Time Manager: Capable of organizing and prioritizing inspections, site visits, and reporting across multiple locations.
- Customer-Focused: Dedicated to delivering a consistent, high-quality experience for both internal stakeholders and store management.
- Self-Starter: Takes initiative to address problems and maintain standards without direct supervision.
- Dependable: Reliable and consistent in managing team operations, field coverage, and quality oversight.
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