Repairs and Maintenance Specialist
4 days ago
Role Overview:
The purpose of the Repairs & Maintenance Specialist is to manage and oversee repairs and maintenance cases, ensuring seamless support for both our customers and Community Management Team. This customer-facing role prioritises service excellence by managing quote requests, work orders, and recurring maintenance works. Success in this role is driven through streamlines processes, transparent communication, accurate record-keeping, and a responsive service that consistently exceeds customer expectations.
Responsibilities:
Building Knowledge and Contractor Engagement
o Build relationships with contractors and establish a knowledge of our contractor network and buildings.
o Update the building information as required.
o Understand and maintain knowledge of the building defects process and track accordingly.
o Update Dynamics and keep all relevant communication and files centrally.
o Action calls / emails in a timely manner.
Day to Day Service Delivery
o Manage and control end-to-end work orders and quotes.
o Accurately source and compile quote requests from contractors, ensuring they align with the required scope and are delivered promptly to the Owners Corporation/Committee.
o Review quote responses for accuracy, quality, and cost.
o Issue, monitor, and sign-off work orders in a timely manner, keeping all stakeholders informed of progress at every stage.
o Issue work orders and quote requests within 8 business hours of request, with urgent cases managed within 1 business hour.
o Follow up contractors to ensure they meet their tiered Service Level Agreements.
o Maintain and oversee scheduled works, ensuring consistency and adherence to timelines.
o Update and action periodic works as per Customer/Community Manager instructions, in line with company business rules.
o Communicate with on-site contact / customer/ contractors in a professional and timely manner.
Qualifications:
o Previous experience in the strata industry highly desired
o Certificate of Registration (if based in NSW)
o Property maintenance experience
o Can read plans of subdivisions
o Good analytical skills
o Competent in Microsoft Applications i.e., Teams, Word, Excel, Dynamics
o Customer service focused and effective communication skills
o Organised and with great time management skills
o High level of accuracy and attention to detail
o Hands on/ willingness to assist and not shift responsibility
o Demonstrates genuine compassion through their actions
Finds a way to deliver a solution.
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