Highlands Coffee ★ 4.1

Job Overview: Nationwide Facilities Manager is accountable for the effective management of all repairs, maintenance, and technical operational activities across the national store network. This role ensures operational continuity by overseeing equipment, machinery, and utility systems and by coordinating technical support for both existing stores and New Store Openings (NSO) from equipment installation to on-site setup and operational acceptance. The position also leads collaboration with external vendors and contractors for major, specialized, or technically complex matters. This role plays a critical part in ensuring maintenance activities meet safety standards, extend asset lifespan, reduce downtime, optimize maintenance costs, and safeguard store functionality and guest experience nationwide.

Key responsibilities:

Planning & Budgeting

• Develop the annual nationwide Repair & Maintenance (R&M) plan and budget for all stores, including labor, spare parts, vendor services, and major repair initiatives.
• Review spending forecasts, analyze cost trends, and propose cost-optimization and efficiency improvement initiatives.
• Establish nationwide maintenance standards, workflows, preventive maintenance (PM) programs, and technical policies to ensure consistent execution across regions.
• Plan manpower and resource allocation for regional R&M teams, ensuring sufficient technical coverage, capability, and readiness.
• Monitor and update R&M plans based on industry trends, emerging technologies, and best practices to continually improve maintenance efficiency and store uptime.

Technical Operations & Issue Resolution

• Oversee day-to-day technical operations for all stores, ensuring stable, safe, and compliant equipment/system performance.
• Lead regional R&M Managers and Technical Teams to ensure timely troubleshooting, repair, and resolution of store issues.
• Review and approve escalation cases; make decisions on complex technical matters and repair approaches.
• Ensure proper on-site setup, installation, and operational acceptance for NSO.
• Monitor and improve team performance, response times, and repair quality nationwide.
• Ensure national consistency in maintenance processes, service quality, and reporting.

Repair, Preventive Maintenance & Asset Reliability

• Lead development and implementation of preventive maintenance (PM) plans for all key equipment and systems.
• Monitor PM completion rates, recurring issues, and equipment performance to improve asset lifecycle.
• Ensure proper documentation of equipment logs, repair history, warranty status, and PM reports.
• Oversee minor repairs, routine maintenance, cleaning, and equipment replacement handled by internal teams.
• Evaluate equipment performance across regions; recommend upgrades, replacements, or standard improvements.

Stakeholders Collaboration & Management

• Work with Construction, FF&E, MEP & Store Operations teams for NSO, equipment selection, layout changes, and handover.
• Partner with Store Operations to prioritize store issues and ensure minimal downtime.
• Provide technical insights for Supply Chain on spare parts sourcing and vendor contracts.
• Manage relationships with external vendors and contractors for major, specialized, or technically complex repairs.
• Evaluate vendor performance, quality of work, cost efficiency, and SLA compliance.
• Oversee warranty claims, coordinate with suppliers, and ensure timely issue resolution.

• Bachelor’s degree in Engineering (Electrical, Mechanical, Construction, or related).
• 8+ years’ experience in maintenance, facilities, or technical operations, including 3+ years in a managerial role.
• Experience in multi-site retail, F&B, or hospitality preferred.
• Strong project management skills, including budgeting, cost forecasting, and multi-site coordination.
• Solid knowledge of electrical, water, HVAC, kitchen equipment, and building maintenance (coffee machine experience is a plus).
• Experience with preventive and corrective maintenance in fast-paced environments.
• Strong problem-solving and technical troubleshooting abilities.
• Good understanding of sustainability and compliance practices.
• Proven leadership, communication, and stakeholder management skills.
• Proficient in Microsoft Office; CMMS experience is a plus.
• Willingness to travel frequently.
• Fluent in Vietnamese and English.