Technician, Maintenance Call Center

Job Summary

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Coordinates maintenance operations across retail locations by managing work orders, troubleshooting issues, dispatching internal and external service providers, and ensuring timely, cost-effective resolution of repairs. Oversees vendor performance, technician scheduling, purchase order administration, and maintenance spending while providing clear stakeholder communication, maintaining compliance documentation, supporting preventative maintenance programs, and ensuring adherence to service, safety, and budget objectives.Essential Job Functions

1)Work Order Management: Receive, evaluate, prioritize, and coordinate maintenance work orders across retail locations using Salesforce and established prioritization guidelines. Partner proactively with store personnel to gather complete and accurate information regarding maintenance issues, required actions, and business impact, ensuring timely documentation and minimizing delays in service delivery.2)Troubleshooting and Support:

Serve as the primary point of contact for maintenance-related inquiries, diagnosing issues and facilitating remote resolutions whenever possible. Assess repair requirements and determine the most effective resource solution by leveraging internal technicians, approved vendors, or other available resources based on urgency, complexity, cost, and service needs. Communicate repair scope, expectations, and timelines to service providers while negotiating pricing and not-to-exceed limits to support budget objectives.

Communicate clearly with vendors regarding scope, timelines, and expectations.  Negotiate "not to exceed" amounts with third party suppliers to meet budgetary commitments.3)Follow-Up and Resolution:

Manage work orders throughout the full repair lifecycle, monitoring progress, documenting updates, communicating estimated completion timelines, and ensuring stakeholder visibility. Verify completion and quality of repairs prior to closing work orders, maintaining detailed records of resolutions and promptly escalating recurring, unresolved, or business-critical issues.4)Vendor Management:

Administer relationships with approved service providers to ensure timely, high-quality, and cost-effective maintenance support. Create and manage purchase orders for third-party services, monitor project costs, source repair parts and materials, and coordinate repair activities through completion. Evaluate vendor performance against service-level expectations and maintain technician schedules to maximize resource utilization, meet response commitments, and support operational needs.5)Communication and Reporting:

Provide consistent communication and reporting to store teams, regional leadership, maintenance management, and cross-functional partners regarding work order status, escalations, vendor performance, estimated completion timelines, and budget impact. Maintain accurate records and documentation to support business reporting, compliance requirements, audits, and operational decision-making.6)Cost Control and Budget Awareness:

Manage maintenance expenditures by accurately creating and coding purchase orders, reviewing invoices for accuracy and compliance with negotiated pricing, and ensuring proper invoice reconciliation and payment processing. Monitor spending against departmental budgets, manage an annual maintenance spend exceeding $2 million, identify cost-saving opportunities, and negotiate favorable pricing while maintaining service quality and operational reliability.7)Preventative Maintenance Oversight:

Coordinate and oversee preventive maintenance activities for critical equipment and systems to support asset reliability and minimize operational downtime. Ensure all maintenance activities comply with company policies and applicable safety, environmental, and regulatory requirements.