Maintenance Operations Manager

The Maintenance Operations Manager is responsible for the daily leadership and operational performance of a team of maintenance technicians supporting store operations. This role owns technician scheduling, work-order assignment, dispatch, productivity, backlog management, and the removal of obstacles that prevent timely service delivery.

The Maintenance Operations Manager is expected to proactively manage the operation rather than react to issues after they occur. Success requires balancing technician workloads, prioritizing work based on business needs, monitoring performance throughout the day, and taking corrective action to ensure stores receive reliable maintenance support.

RESPONSIBILITIES

Maintenance Operations & Dispatch

• Develop and manage daily technician schedules, prioritizing work based on urgency, location, complexity, and store impact.
• Assign and balance workloads, optimize routes, and adjust schedules to accommodate emergencies and changing priorities.
• Coordinate parts, vendors, and other resources to resolve obstacles and keep work progressing.
• Communicate clear priorities and expectations to technicians throughout the day.

Productivity & Backlog Management

• Monitor work-order completion, technician productivity, and SLA performance using ServiceNow and operational reports.
• Identify and address productivity gaps through scheduling adjustments, resource allocation, coaching, or escalation.
• Manage open work orders and aging backlog to ensure timely completion and prevent service disruptions.
• Review GPS and work-order data to identify routing inefficiencies, extended stops, and opportunities to improve technician utilization.
• Accountable for ensuring technicians consistently meet established work-order productivity targets while maintaining service-level expectations, safety, and quality.

Team Leadership & Performance

• Lead, coach, and develop technicians to achieve consistent productivity, quality, safety, and service standards.
• Assess individual strengths and development needs, provide feedback, and establish clear performance expectations.
• Document recurring performance concerns and partner with the Director on formal improvement plans when necessary.
• Conduct quarterly technician ride-alongs, one-on-one meetings, and annual performance evaluations to assess performance, identify development needs, and provide coaching.
• Foster a culture of accountability, teamwork, and customer-focused service.

Reporting & Continuous Improvement

• Escalate persistent productivity issues, backlog growth, and resource constraints with supporting data and corrective actions.
• Analyze operational trends to improve scheduling, response times, and maintenance processes.
• Participate in leadership meetings to review performance, resolve issues, and track improvement initiatives.

Knowledge, Skills & Abilities

• Knowledge of maintenance operations, field service management, work-order processes, and multi-site facilities support.
• Strong leadership, coaching, and performance-management skills.
• Ability to plan schedules, prioritize work, optimize routes, and manage competing operational demands.
• Strong analytical and problem-solving skills with the ability to identify root causes and implement effective solutions.
• Proficiency with ServiceNow or comparable CMMS platforms, GPS reporting, and Microsoft Office.
• Effective communication and collaboration skills with technicians, store leadership, vendors, and senior management.
• Ability to exercise sound judgment, work independently, and respond effectively to changing priorities and emergencies.
• Commitment to safety, service quality, accountability, and continuous improvement.

EDUCATION AND REQUIREMENTS

Required:

• High School Diploma or equivalent required
• A minimum of 3 years of maintenance management experience is required.
• Must maintain a current, valid, unrestricted driver's license with an insurable driving record and be able to go between stores without difficulty.
• Must be able to work a flexible schedule to include weekends, evenings, on-call and holidays

Preferred:

• Experience in supervision, construction, project management, facilities management, or fuel management is preferred.
• Additional training at a trade-related school

PHYSICAL REQUIREMENTS

• Able to carry or lift 50 lbs. or more, ascend/descend ladders, work outside, as well as general physical requirements to include but not limited to stooping, standing, and or walking for prolonged periods
• Frequently required to stand, walk, sit and reach with hands and arms
• Frequently climbs, balances, stoops, crawls, crouches, and kneels