Facilities Support Specialist

Description:
Are you curious about solving complex business challenges for a leading convenience retailer? Do you have a passion for cross functional collaboration? Then you may be the perfect addition to our team!


Cumberland Farms is one of the fastest-growing convenience store retailers in the United States, committed to becoming America's #1 'one-stop' destination. The business has an established pedigree of delivering excellent fuel, grocery and merchandise, and food service. Headquartered in Westborough, Massachusetts, our Company has grown to over 1,500+ locations across the United States employing over 18,000 team members. You can find us operating under the following store banners: Certified Oil, Coen Markets, Cumberland Farms, Fastrac, Kwik Shop, Loaf N Jug, Minit Mart, Sprint Food Stores, Tom Thumb, Turkey Hill, and Quik Stop. Our headquarters in Westborough, MA is home to our Store Support Center, Company Warehouse, and Culinary Center.

What We Offer:

• Competitive Wages
• Work today, get paid tomorrow through our earned wage access program*
• Paid Time Off
• Medical/Health/Dental Coverage
• 401K with Company Match
• Team Member Discounts
• Tuition Reimbursement
• Employee Assistance Program
• Health Savings Account
• Company Spirit Days
• Employee recognition and awards
• And much more!

Position Summary:

The Facilities Specialist is a senior-level dispatch role responsible for stabilizing store performance following refresh, construction, and major equipment installations across a large, multi-state retail portfolio. This position manages high-impact service issues with a focus on revenue-critical equipment, chronic repair resolution, vendor performance, and post-construction readiness to ensure safe, reliable, and fully operational store environments.

This role serves as a primary escalation point beyond standard dispatch, operating with significant autonomy and independent judgment to coordinate vendors, field technicians, construction partners, and internal teams. The Facilities Specialist acts as a case manager for complex facilities issues, ensuring rapid resolution, enforcing vendor accountability, validating warranty and asset coverage, and driving long-term reliability improvements.

As a senior member of the Facilities Support Dispatch team, this position directly supports revenue protection, capital asset performance, and operational continuity by identifying systemic issues, reducing repeat repairs, and improving overall service delivery across the organization. This is not a traditional dispatch role, but a high-impact operational position requiring advanced coordination, problem-solving, and strong cross-functional coordination.

Responsibilities:

1. Provide advanced facilities support for stores during the first 60-90 days following refresh, remodel, or major equipment installation

2. Serve as primary coordinator for post-construction stabilization, ensuring all facility and equipment issues are quickly identified and resolved

3. Manage complex or high-impact service issues requiring multi-trade coordination across vendors, field technicians, and internal teams

4. Act as escalation point for chronic or repeat equipment failures, driving timely resolution and long-term corrective action

5. Coordinate rapid response and resolution for revenue-impacting equipment outages, including refrigeration, HVAC, and foodservice equipment

6. Partner with Construction and Operations to ensure smooth turnover of refreshed and newly built stores, including punch list completion and issue tracking

7. Validate asset setup, warranty coverage, and vendor assignments in CMMS systems to ensure accurate service and billing processes

8. Monitor vendor performance, enforce accountability, and escalate service quality or response issues as needed

9. Support uptime and performance of key foodservice and beverage programs through proactive coordination and follow-up

10. Maintain detailed case tracking and documentation for escalated issues, post-construction stores, and recurring failures

11. Identify trends in repeat repairs or systemic failures and provide recommendations for corrective action and process improvement

12. Collaborate with leadership, construction, planned services, and field teams to improve service delivery, reduce repeat issues, and enhance overall store reliability

Working Relationships:

Facilities teams - planned services, in-house maintenance, division maintenance managers, in house inventory, regional maintenance managers, Environmental/Safety, Construction

Requirements:
Minimum Education: High School or GED

Preferred Education: Bachelor's degree or related experience

Minimum Experience: 5-10+ years in facilities maintenance coordination, field service operations, or vendor management. Advanced troubleshooting and problem-solving

Preferred Experience: Experience supporting multi-site retail, convenience store, restaurant, or similar high-volume environments preferred. Strong knowledge of HVAC, refrigeration, and foodservice equipment highly desirable. Experience working with CMMS platforms such as ServiceChannel or similar systems preferred. Proven experience managing vendors and escalations across multiple regions

Licenses/Certifications: N/A

Soft Skills:

• Advanced troubleshooting and problem-solving ability
• Strong vendor management and negotiation skills
• Ability to manage multiple high-priority issues simultaneously
• Excellent communication and cross-functional coordination skills
• Data-driven mindset with ability to identify trends and root causes
• High sense of urgency and ownership
• Strong organizational and follow-up discipline

Travel: This role will be based at the SSC (office setting). Occasional travel to stores or vendor sites may be required.

Hours & Conditions: 45+ hour work week with the ability to respond to emergencies in a 24-hour 365 day environment. Standard work schedule of 8:00am -4:30 pm M-F, with weekend work as required to meet the needs of the department.


Physical Requirements: Ability to maneuver and regularly lift and or move up to 10 pounds, frequently lift and/or move up to 25 pounds, and occasionally lift and/or move up to 40 pounds. Ability to stand/walk 8 hours a day; reach overhead, bend, squat, twist, reach, grasp and grip and work in cooler (cold temperatures). The noise level in the work environment is usually moderate.

Additional Info:
At Cumberland Farms, it's important that our employees reflect the world we live in and the communities we serve. We celebrate our differences, so your unique background and skillset could bring a wonderful new perspective to our team. If you have a passion for delivering exceptional results, thrive in a fast-paced corporate environment, and bring experience in business management or related areas, we'd love to meet you - even if you don't meet every single requirement.

Consistent with Massachusetts Pay Transparency Law, we're sharing the base salary range for this position. Final pay within this range will be based on your skills, experience, and qualifications. Base pay represents just one part of our total rewards approach. We're proud to offer a variety of financial and non-financial benefits that invest in your overall growth, well-being, and career journey.