JOB PROFILE:  Sr. Maintenance Coordinator  

REPORTS TO:  Director, National Regulatory Compliance

ROLE MANDATE:

Stewarding resources to ensure high standards of quality in Loblaw & Shoppers Drug Mart infrastructure, and services while maintaining strong professional relationships with regional maintenance managers, store managers/associates/franchisees and all other internal stakeholders.

CORE ACCOUNTABILITIES:

SERVICE & WORKFLOW FACILITATION:

• Review service requests via workflow management system, ensure all priorities, classifications and issues are correctly and thoroughly identified
• For service requests/ WKOs that lack clarity, liaise with store to ensure all details are documented prior to dispatch
• Dispatch the associated vendor to the store for low priority service requests
• Dispatch and follow up phone call for emergency service requests, ensure the store is informed of next steps and all correspondence is documented within the service request/WKOs for transparency and tracking purposes
• Follow up with vendor on expired/not answered service requests to ensure attendance
• Ensure vendors are utilizing the system statuses to keep all stakeholders updated on WKO progress
• Solve all expired/not answered/duplicate service requests/WKO that are deemed no longer required to ensure workflow management system is current and organized
• Proactively communicate to store/operations teams, timing, and scope for upcoming maintenance activities
• Assesses situations, interprets impact, establishes, and communicates an effective course of action that drives progressive business results
• Receive, prioritize, and direct all incoming maintenance department store, vendor, internal stakeholder phone and email inquiries

INVOICING & QUOTING:

• Liaise and assist vendors to ensure invoices are uploaded within 60 days of receiving the request and/or reasonable timing
• Receive and review invoices within a monetary threshold and review to ensure best costs and approve or challenge when deemed applicable
• Liaise with Regional Maintenance Managers and vendors to bring timely resolution to outstanding accounts and disputed invoices
• Coordinate with Regional Maintenance Managers to ensure they are approving submitted vendor quotes in a timely manner

APPLICATION DEVELOPMENT & TESTING:

• Assist with identifying enhancements and defects in Officetrax system
• Coordinate with technical personnel to assist in the resolution of problems arising from workflow management system
• Assist with UAT for any new enhancements prior to pushing to live environment
• Keep defect and enhancement tracker updated and ensure fixes are being tested and processed in a timely manner

PROCESS & PROJECTS:

• Identify efficiencies to operational and systematic processes and/or technology
• Identify implementation solutions and change management opportunities
• Document all SOPs, reference guides and process documents to support solutions
• Maintain central document repository for easy access to all SOPs, guides, and documents
• Assist with vendor compliance portal document validation when required

RELEVANT SKILLS AND EXPERIENCE:

• Initiative and judgment are required to organize and prioritize tasks, workload, and multiple projects
• Views issues from multiple perspectives and uses several techniques and draws upon different resources to resolve a problem or issues
• Advanced computer skills to produce effective reports, documents, spreadsheets, and presentations
• Ability to review a quote or invoice and determine implications on business
• Highly adaptable to set and prioritize work with varying exceptions
• Strong analytical and interpersonal skills
• Display tact and diplomacy in handling all levels of inquiries
• The ability to actively listen and resolve conflict and foster understanding is essential in this role
• Self-motivated, can work with minimal supervision, with positive attitude

EDUCATION AND EXPERIENCE:

• Post-secondary education or equivalent work experience required
• Experience with workorder management system is an asset
• Master Data management is an asset
• Experience and knowledge of trades is an asset