Facilities Maintenance Supervisor

We are looking for an experienced Home Maintenance Supervisor to lead our multi-discipline maintenance operations, in Service department.

• Service Operations Management:
  Plan daily scheduling, routing, and job assignments for Home Maintenance Technicians based on specialization, service demand, and capacity.
• Service Quality & Customer
  
  Experience:
  
  Own service quality outcomes, improve First-Time Fix rates, reduce repeat service cases, and ensure timely resolution of customer complaints.
• Tools, Assets & Spare Parts:
  Manage technician tools and equipment, oversee spare parts issuance and reconciliation, and coordinate with Warehouse / Supply Chain on availability and shortages.
• Technician Management:
  Manage attendance, leave, discipline, and daily deployment while providing operational guidance and coaching to technicians.
• Performance Management:
  Monitor technician performance and recommend training, certification, or corrective actions when required.
• Safety & Compliance:
  Ensure compliance with safety standards, service procedures, and customer experience guidelines.
• Reporting & Governance:
  Monitor service completion, turnaround time, quality, First-Time Fix, and capacity utilization, and provide regular performance reports to management.
• Operational Escalations:
  Act as the key escalation point for technical, operational, and customer-related issues, proactively identifying and addressing service risks.

• Experience:
  
  7-10+ years of technical experience, including 3-5 years in a supervisory role.
• Technical Expertise:
  Hands-on experience in Plumbing, Electrical, or HVAC; VRF, smart homes, and premium fixtures are a plus.
• Quality:
  Strong attention to detail with high standards for workmanship, safety, and service quality.
• Customer
  
  Experience:
  
  Professional communication skills with the ability to handle VIP customers and escalations effectively.
• Operational Excellence:
  Strong prioritization and problem-solving skills, with experience managing TAT and First-Time Fix (FTF) KPIs.
• Digital
  
  Skills:
  
  Proficient in digital tools for service performance and KPI reporting.
• People Leadership:
  Strong team management, coaching, and communication skills.
• Education:
  
  Technical Diploma or equivalent in Electrical, Mechanical, HVAC, Plumbing, or a related field.
• Core Competencies:
  
  Customer Focus, Accountability, Innovation, Collaboration, and Continuous Improvement.