Job Description

Carrols Restaurant Group, headquartered in Syracuse, NY, is a subsidiary of Burger King Corporation. Carrols operates over 1,000 Burger King® locations across 23 employs over 25,000 people in our restaurants and our Home Office. We’ve been in the quick service restaurant business for over 60 years, so we know a little bit about success. We’re all about finding talented people and giving them the tools and knowledge to make it to the top. We are excited to search and bring on a new team member in our facilities department and we are currently recruiting for a Service Manager - Facilities Maintenance to join our team.

Position Overview:

As the Facilities Maintenance Service Manager, you will be part of the FMO Team which is responsible for the care and preservation of Carrols’ physical assets and equipment. The FMO is a part of the Restaurant Support Team with the responsibility to provide Carrols’ customers and crew members a safe, clean, and inviting restaurant environment in which customers can enjoy a hot, fresh meal AND our crew members can be successful in their roles and enjoy their work environment.

If you are looking for a growing company where you will be relied on as a key team member that others can depend on, collaborating with teammates from all departments, then Carrols has a role for you! Carrols – now part of RBI and BKC with over 1,000 corporate locations – is looking for a skilled professional to fill the role of FM Service Manager, responsible overseeing the internal service technician team and the service delivery given to our restaurants. If you thrive in a fast-paced, dynamic environment, are passionate about maintaining top-notch restaurants, and are always looking for ways to improve on the current, then this position is tailor-made for you!

Summary of Key Job Responsibilities:

Service Technician Management

• Manage and oversee the Lead Service Technicians including scheduling, dispatching and coordinating service technicians.
• Ensure all service work performed by internal technicians is done in compliance with industry best practices, safety regulations and company policies.
• In conjunction with Lead Service Techs, assess complex repair and maintenance scenarios within Carrols’ restaurants making informed recommendations for maintenance, repair, or replacement of capital assets in conjunction with Regional Directors.
• Provide technical guidance and support to service technicians, assisting in complex issues and ensuring quality workmanship.
• Collaborate with Regional Directors and human resources on workforce planning, recruitment, interviewing and hiring of service technicians.
• Manage an annual inspection process of company equipment and assets recording the condition of the equipment/asset and any deficiencies.
• Coach Lead Service Technicians helping in career growth and in the management of the service technician network.
• Direct maintenance and repair tasks performed by internal service teams, ensuring timely completion and adherence to quality and safety standards.

Service Delivery & Management

• Direct the Service Delivery team of Facility Coordinators to ensure that work requests are being received and addressed in a timely and detailed manner.
• Assist company leadership in tracking service delivery performance against key metrics and performance indicators, identifying gaps and executing corrective action plans.
• Responsible for meeting service delivery expectations, addressing deficiencies and reporting to Regional Directors our results on a regular basis.
• Manage service delivery escalations from regional, district and store personnel.
• Monitor regional service request volumes and identify trends that need to be addressed.
• Continuously identify opportunities to enhance operational effectiveness, improve service delivery efficiency and maximize customer satisfaction of restaurant operations teams.
• Manage the rollout of new facility maintenance programs or initiatives across all operating divisions.
• Develop a quality control program for the service technician department that can identify issues and initiate corrective actions.
• Address service delivery and quality issues immediately with service technicians.
• Work with service delivery team and technician teams to close out work orders daily.

Budget Control

• Contribute to the development of annual facility maintenance plans and budgets in collaboration with all operations stakeholders.
• Monitor all Repair and Maintenance budgets against actual expenses in collaboration with Regional Directors, escalating appropriately if budget thresholds are being reached.
• Identify initiatives to improve process/procedures supporting both improved operational efficiencies and the business’ goals for profitability.
• Identify cost saving measures that can be captured in the facility maintenance program.
• Ensure Carrols captures the benefits of warranties and identify when outside vendors are needed to support warranty work.

Training Program Management

• Develop internal training programs for service technicians that provide access to detailed training and certification opportunities with our OEMs.
• Develop and rollout crew team training programs that help operations teach new employees about our specialized equipment and how to care for it and operate it.
• Identify training opportunities with the service technicians and operating crews that will help increase operating procedure compliance and reduce repair and maintenance issues.

Inventory Management

• Manage parts and equipment suppliers for quality control, inventory issues, and cost changes in conjunction with procurement team.
• Monitor spare parts Inventory across all service technicians and storage facilities, conducting regular inventory audits and immediately addressing any discrepancies in inventories.
• Oversee and manage excess equipment inventory kept at all locations and storage facilities.

Requirements & Qualifications:

• Bachelor’s degree or equivalent professional experience.
• 8+ years of progressive facilities maintenance experience specific to the restaurant industry.
• 4+ years of managing an internal service technician team
• EPA Certification
• Active Trade Licenses are a plus
• Strong time management skills
• Intellectual Curiosity
• Builder of bridges, able to bring together great teams from different areas
• Ability to lead, motivate, encourage, and provide discipline to a national team of service technicians.
• Problem Solver
• Knowledge of maintenance systems and industry standard CMMS apps
• Must be flexible and use different approaches to reach a goal depending on circumstances.
• Must have excellent organizational skills.
• Strong experience working with MS Office- Excel
• Excellent verbal and written communication skills.
• Must work well under pressure and be able to adjust to changing priorities.
• Initiative-taker who is curious about learning more and has strong problem-solving abilities.

The salary range for this position is $80,000 - $97,000 per year depending on experience. Salary to be determined by the education, experience, knowledge, skills, and abilities of the applicant, internal equity, and alignment with market date

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