POSITION DESCRIPTION AND KEY MEASURES

DEPARTMENT: OPERATIONS & GENERAL SERVICES

REPORT TO: Manager, Operations & General Services – Caitlin Galang

NUMBER OF DIRECT REPORTS: 0

POSITION PURPOSE / EXPECTATIONS

The Maintenance Coordinator plays a critical role in ensuring store operations remain uninterrupted by managing all aspects of urgent and unplanned maintenance needs. This position is primarily responsible for intaking, triaging, and resolving reactive maintenance tickets, coordinating with vendors, and ensuring timely and cost-effective issue resolution.

While the primary focus is Reactive Maintenance, this role will also support Preventative Maintenance (PM) programs and long-term asset tracking on an as-needed basis. The ideal candidate is highly organized, responsive under pressure, and capable of balancing short-term issue resolution with longer-term infrastructure planning.

The ideal candidate is detail-oriented, cost-conscious, and motivated to drive operational ROI by improving internal workflows and supporting scalable systems. This role has growth potential for individuals who can demonstrate meaningful contributions in areas like process innovation, cost reduction, and maintenance program optimization.

The Maintenance Coordinator, Operations & General Services, will be responsible for:

• Reactive Maintenance Coordination
  • Manage incoming maintenance tickets via internal platforms.
  • Triage requests by urgency, store impact, and service category.
  • Dispatch work orders to approved vendors and monitor for SLA adherence.
  • Follow up on outstanding or delayed tickets; escalate when necessary.
  • Maintain real-time documentation of ticket progress and resolution status.
  • Log and report on repeat issue locations for potential capital improvements.
  • Ensure all maintenance records are current, and invoices are processed on time.
  • Create store-facing tools: troubleshooting guides, how-to resources.
• Vendor Management Communication
  • Serve as day-to-day contact for reactive service vendors (e.g., HVAC, gates, plumbing).
  • Ensure vendors meet performance and response time expectations.
  • Schedule and confirm service visits; follow up on incomplete work.
  • Support vendor training and onboarding with updated store protocols.
• Reporting & Documentation
  • Maintain weekly reports on open and closed tickets, repeat issues, and high-cost incidents.
  • Track vendor performance metrics and share insights with leadership.
  • Ensure all maintenance-related documentation is accurate and audit-ready.
  • Monitor R&M Budget Tracker for reactive ticket costs.
• Secondary Responsibilities (Preventative Support)
  • Assist with scheduling and vendor communication for PM services (HVAC, signage, gates).
  • Confirm if recent PM work was completed in stores experiencing issues.
  • Provide support with PM calendar tracking and compliance reporting.
  • Review PM vendor proposals or combined repair + PM service requests.
  • Track assets impacted by frequent reactive issues for lifecycle analysis.

QUALIFICATIONS

• 2–4 years of experience in facilities maintenance coordination, vendor management, or operations support.
• Proficient in Work Order Management platforms (e.g., Worksmith, Fresh Service).
• Strong organizational skills and attention to detail.
• Ability to work independently, multitask, and prioritize under pressure.
• Proactive communicator, capable of escalating issues appropriately.
• Experience in invoice reconciliation and maintenance reporting.
• Retail or multi-location coordination experience preferred.

SKILLS & ATTRIBUTES:

• Responsive and reliable under urgent conditions.
• Strong communication and vendor relationship management skills.
• Capable of balancing day-to-day problem solving with long-term planning support.
• Proficient in Microsoft Excel, Word, PowerPoint (reporting & documentation).
• Comfortable with ambiguity; adaptable to evolving maintenance needs.
• Team-oriented with a focus on operational excellence.