Gatlinburg, TN 37738
Title: Service/Maintenance Representative
Location: Gatlinburg, TN
Schedule: Monday - Friday, 8am - 5pm
The candidate that will succeed in this position will be able to:
Implement, manage, and continuously improve processes and procedures, ensuring the highest quality maintenance services and part replacement needed.
Perform and schedule routine preventive maintenance procedures in a timely manner
. Provide on-call maintenance and repair procedures in a timely manner as appropriate.
Interact with guests and owners to address concerns and/ or delivery amenities.
Drive alignment of standardized processes across the maintenance function.
Align with the Maintenance Manager to plan maintenance work
. Identify and work with subcontractors to ensure provided services and products meet standards.
Ensure a safe work environment in the maintenance shop/ storage area.
Build relationships with vendors and suppliers to support the needs of the Company
. Manage and update all Keep Trak maintenance systems.
Manage reports and scheduling of Preventative Maintenance and Corrective Maintenance.
Have schedule flexibility and be able to work weekends and holidays as necessary
Serves guests by creating and analyzing work orders; investigating guest complaints and asking questions to properly identify the problem; schedule the appropriate type of technician for the service call and follow up till guest s full satisfaction.
Create service orders by tracking all service orders initiated by phone or email from customers in timely manner.
Continually following up with guests. Prior to dispatch to advise guest of expected time, date and duration of service. During service to inform guests on the progress of the service. Post completion to ensure service was performed to guest s satisfaction.
Complete service orders to ensure material and time is accurate to be billed, and closing the ticket so it can move to the billing department with the proper and detail note
. Make sure to look all open service orders and not overloaded one vendor or technician.
Prepares service orders by studying all other documents like inventory sheet, preferred vendor list and lock box information.
Updates service orders with technician time, equipment and materials used, notes from the customers, internal notes, and technician notes.
Documents service orders by completing forms, reports, logs, and records.
Maintains customer confidence by expressing technical understanding of customer s problems and needs and by keeping service information confidential.
Return all phone message, emergency phone line though our answering service within 24 hours.
Replay and resolve all emails within 24 hours.
Other duties as assigned
Minimum qualifications: High school graduate / GED. At least one year experience in the Facilities / Maintenance field and / or related jobs. Licenses and / or certifications are a plus.
MUST be able to pass a 5 panel drug test and 7 year background check with NO Felonies or Violence.