FM Operations Supervisor, 2nd Shift, Remote

FACILITIES MAINTENANCE OPERATIONS SUPERVISOR, 2nd SHIFT, REMOTE

Department: Operations

Location: Remote from Texas

Direct Report: Operations Manager

Pay Status: Exempt

Direct Staff: Yes

Revision Date: 10.2026

SUMMARY DESCRIPTION

The Second Shift Operations Supervisor is responsible for supervising the day-to-day execution of facilities maintenance work across assigned clients and work-order portfolios. This role provides direct line management to assigned operations personnel and ensures work is prioritized, staffed, documented, and completed safely, on time, within approved scope and cost parameters, and in accordance with client service-level agreements and company standards.

Reporting to the Operations Manager, the Operations Supervisor translates operating priorities into daily team execution, monitors workload and performance, coaches employees, resolves routine service and workflow issues, and escalates material client, financial, staffing, or operational risks as appropriate. The position serves as a hands-on leader who reinforces accountability, consistency, responsiveness, and continuous improvement across the operations team.

PRIMARY RESPONSIBILITIES

Team Supervision & Performance Management

• Supervise, coach, and develop assigned Project Managers, Project Coordinators, Project Assistants, and other operations staff.

• Set clear daily and weekly expectations, assign work, monitor performance, and hold team members accountable for productivity, quality, responsiveness, documentation, and customer service standards.

• Conduct regular one-on-one coaching, provide timely performance feedback, support performance reviews, and identify training or development needs in partnership with the Operations Manager.

• Monitor attendance, schedules, workload, and coverage; coordinate staffing adjustments to support production targets, urgent requests, and after-hours service needs.

• Promote a culture of ownership, collaboration, safety, urgency, and continuous improvement.

Service Delivery & Work Order Execution

• Provide daily oversight of reactive, emergency, recurring, and planned facilities maintenance work orders for assigned multi-site clients.

• Prioritize work and monitor progress from intake and scope validation through quote, approval, dispatch, completion, closeout, and billing readiness.

• Ensure scopes, estimates, schedules, client requirements, technician notes, photos, and closeout documentation are accurate, complete, and timely.

• Track service-level commitments, aging, backlog, and work-order exceptions; intervene when work is at risk of delay, cost overrun, repeat service, or customer dissatisfaction.

• Review routine estimates, vendor pricing, change requests, and work performed against approved scope, client requirements, and not-to-exceed limits; escalate exceptions requiring higher-level approval.

Client, Affiliate & Cross-Functional Coordination

• Serve as a first-line operations escalation point for routine client service concerns, work-order issues, and internal workflow barriers; coordinate timely resolution and follow-through.

• Communicate clearly with clients regarding scope, schedule, status, cost considerations, and resolution of service issues within assigned authority.

• Coordinate with affiliates and vendors to support qualified trade coverage, timely response, accurate documentation, and service quality.

• Partner with Client Success, Affiliate Management, Sourcing, Estimating, Finance, Sales, and other Operations team members to resolve issues and support account performance.

• Escalate significant customer, vendor, financial, safety, staffing, or contractual concerns to the Operations Manager promptly.

Quality, Safety & Compliance

• Reinforce company procedures, client requirements, applicable safety expectations, documentation standards, and work-order controls across the supervised team.

• Monitor work quality across plumbing, HVAC, refrigeration, electrical, general repair, and related commercial maintenance trades and escalate technical concerns when needed.

• Investigate routine quality concerns, repeat service, documentation gaps, and customer complaints; identify root causes and implement or recommend corrective actions.

• Confirm assigned team members follow required processes for vendor credentials, insurance, approvals, client documentation, and closeout requirements.

Operational Reporting & Continuous Improvement

• Monitor team and work-order performance using CRM, work-order management, dashboards, scorecards, and Microsoft productivity tools.

• Review productivity, cycle time, on-time performance, backlog, aging, quality, customer experience, and financial exceptions with the Operations Manager.

• Maintain reliable records and workflow visibility and ensure team members consistently use required systems and operating procedures.

• Identify recurring process failures, capacity constraints, training needs, and improvement opportunities; recommend and help implement practical solutions.

• Support standardization of team routines, escalation paths, work-order controls, and operating procedures to improve consistency and scalability.

Please note the above cited duties and responsibilities are not designed to cover or contain a complete listing of activities, duties, or responsibilities required of the employee assigned to the job. Duties, responsibilities, and activities may change at any time with or without notice.

SKILLS/ATTRIBUTES

• Front-line people leadership, coaching, and performance accountability

• Facilities maintenance and high-volume work-order operations

• Workload planning, prioritization, scheduling, and escalation management

• Customer service and clear client-facing communication

• Affiliate and vendor coordination

• Cost awareness, estimate review, and basic margin discipline

• Critical thinking, problem solving, and sound decision making under time pressure

• KPI monitoring, process adherence, and continuous improvement

• Clear written, verbal, and cross-functional communication

QUALIFICATIONS / REQUIREMENTS

• Associate or bachelor's degree in Facilities Management, Construction Management, Business, Operations Management, or a related field preferred; equivalent relevant experience will be considered.

• Preferred: 3+ years of experience in facilities maintenance, field service, construction, project coordination, or a related service environment.

• 5+ years of direct people-management, team-lead, or supervisory experience, with demonstrated ability to coach employees and drive accountability.

• Demonstrated experience managing high-volume work orders, competing priorities, customer commitments, vendors, schedules, and service-level expectations.

• Working knowledge of commercial facilities maintenance processes across multiple trades, including plumbing, HVAC, refrigeration, electrical, and general repair, preferred.

• Preferred: practical experience with CRM, work-order management, project management, ERP, reporting, and Microsoft productivity tools, including Salesforce or similar systems.

• Working knowledge of estimating, job costing, not-to-exceed controls, service-level agreements, safety practices, documentation requirements, and vendor management.

• Strong leadership, organizational, customer-facing communication, analytical, and decision-making skills.

• Ability to remain effective under time pressure, manage multiple escalations, and provide operational coverage when business needs require it.

WORK ENVIRONMENT & SCHEDULE

• Remote position; Prefer residence in Texas but will consider FL, NC, SC, GA applicants able to work with a team located in Central Time Zone on second shift.

• Regular schedule of 40+ hours per week ON SECOND SHIFT, with evening and weekend hours when necessary to support urgent service needs, client commitments, and operational coverage.

• Minimal travel may be required based on business and client needs.