General

• Resolve sensitive escalations involving habitability issues, complex repairs, and time-sensitive or costly work
• Assess urgency, habitability risk, financial exposure, and stakeholder needs
• Evaluate repair scopes, compare estimates, challenge inflated or out-of-scope quotes, and recommend cost-effective solutions
• Prepare approval requests for owners
• Assign and direct qualified vendors for complex or urgent work
• Manage vendor timelines, quality expectations, performance, onboarding, rate negotiation, and accountability
• Communicate with tenants, owners, and internal teams on sensitive cases and de-escalate tense situations
• Verify completion through inspections, photos, invoices, and feedback
• Ensure underlying issues are resolved and documentation is complete
• Analyze escalation trends, vendor performance, repair costs, CSAT, SLA adherence, and escalation volume
• Create and improve SOPs, playbooks, templates, checklists, and best practices
• Provide guidance, coaching, workload support, and quality reviews to Maintenance Coordinators
• Train and onboard new Coordinators
• Report trends and risks to leadership
• Partner with Support Teams on complex cases and cross-functional initiatives

Explore Maintenance Specialist at Doorstead. Review requirements and application details.

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