Vendor Service Lead
RemoteAustin, Texas, United States
Job Summary
Manage a regional team of Center Experience Specialist Logistics members to establish and maintain a compliant, clean environment for patients and staff. Own assigned regions end-to-end for customer-facing communication and operational problem-solving, adhering to the Facilities Emergency Response SOP. Post standard status updates at 7:00 AM, 12:00 PM, and 4:30 PM, plus immediate alerts for safety, vendor, or closure changes. Serve as the primary point of contact for Operations during Crisis-level events via phone, confirming de-escalation and escalating to Senior Management as needed. Unblock Vendor Dispatchers on escalated tickets and reassign vendors for no-shows or missed ETAs. Manage competing monthly budget priorities and attend market meetings to update regional leadership on mechanical emergencies and coordination efforts. Perform duties including weekends, holidays, and after-hours support.
Required Qualifications
- Bachelor's Degree or above
- 3 - 5 years of Project Management experience
- At least 5 years of related experience in vendor management, maintenance, and repairs
- 3 - 5 years of Customer service experience
- Ability to remain calm in stressful situations
- Excellent verbal and written communication skills
- Ability to present on various technical and safety-related topics
- Proficient with Google Suite or related software
- Excellent organizational skills and attention to detail
- Ability to select and apply the correct incident communication script (Emergency vs. Crisis) based on real-time ticket status, per the Facilities Emergency Response SOP
- Comfort operating within a defined, tiered escalation ladder and confirming de-escalation criteria before stepping a ticket down in status
- Must be able to lift up to 15 pounds at times
- Ability to travel to centers to support staff in an emergency
Desired Qualifications
- Mechanical, Electrical, Plumbing experience
Hiring someone like this?
Get your role in front of qualified candidates on Sorce.