— Interview with Herman Wilkinson —
R&R: Where is MaintenX based, and how long has it been in business?
Herman Wilkinson: MaintenX is based out of Tampa, Florida. We have been in business for over 40+ years!
R&R: You are the new chief operating officer of MaintenX — how long have you been with the company? I think I read that you worked your way up from previous positions in the organization.
Wilkinson: I have been with MaintenX for 16+ years. Yes, I started as a regional service coordinator, and have worked my way up the company.
• Regional Service Coordinator: 2008-2012
• Regional Service Manager : 2012-2015
• Director of National Service: 2015-2021
• Senior Director of National Service: 2021-2022
• Vice President of Service Operations: 2022-2024
• Chief Operating Officer: 2024-present
R&R: What has been your career path to this point? What attracted you to the facilities management industry?
Wilkinson: I originally went to college in Central America where I studied criminology, which sparked my interest in understanding systems and processes. After moving to the United States over 26 years ago, I transitioned into the operations field and spent 10 years as an operations manager at Smoothie King. While I enjoyed my time there, I decided to move on when they didn’t offer medical or retirement benefits. This led me to my current role at MaintenX, where I’ve been able to apply my skills in operations management and further my growth in facility maintenance.
R&R: Do you have any funny stories from your early days in the industry?
Wilkinson: I still remember my first work order at MaintenX. Customer was having a toilet issue. Our tech arrived and when he called me to let me know what he needed to do — “replace the flapper and flush valve assembly” — I had no idea what he was talking about so I had to ask for pictures so I could review and call him back to authorize the repair. I ended up calling my brother who is a plumber with over 25+ years’ experience to ask him what was this tech talking about. Needless to say, my brother told me good luck with this new job as you need to know what the techs are talking about. Now 16+ years later I am still in this industry!
R&R: What advice would you give to young people just starting out in FM?
Wilkinson: My advice is to approach the field with a mindset of continuous learning and growth. The industry is always evolving with new technologies, tools and techniques, so being open to learning will set you up for long term success. Don’t be afraid to ask questions or seek advice from experienced colleagues — everyone has something valuable to share. Be proactive, stay organized and always look for ways to improve your processes, and your service will stand out.
R&R: In what regions of the country does MaintenX conduct most of its business, or is it even distributed nationwide? What advantages does your geographic scope offer your clients?
Wilkinson: We are the strongest in the Southeast region which covers Florida, Georgia, Alabama, South Carolina, North Carolina and Virginia. We can handle a bigger national customer due to our size in the Southeast region. Plus if we can’t handle with our self-perform technicians, we have trusted business partners that can step in to assist.
R&R: What makes MaintenX stand out in a crowded industry?
Wilkinson: When we say we are going to do something, we execute. I firmly believe there is no one faster or more efficient in this industry than us. Our dedication to delivering results, combined with our experience and expertise, sets us apart. We understand the importance of timeliness and reliability, and we consistently strive to exceed expectations.
R&R: What kind of feedback do you receive from clients?
Wilkinson: Below are some comments that we have received in the past couple months:
• “Excellent job executing and communicating the updates.”
• “MaintenX team, thank you for your sense of urgency and communication.”
• “We’re at the Team Get-It-Done step now; let’s send this to MaintenX.”
• “Thank you for being so quick to respond with a resolution.”
R&R: How many retail/restaurant clients do you have, and is that sector growing for you?
Wilkinson: We work with over 100 clients in the retail, big box stores and restaurant industries, many of whom rely on us for their facility maintenance needs.
R&R: What predictions do you have — for your company, your industry or both — in 2025?
Wilkinson: Increased use of predictive maintenance tools and AI-driven analytics will dominate the facility maintenance space.
Following recent disruptions (pandemics, natural disasters), clients will prioritize vendors who can provide reliable, 24/7 support and contingency planning.
R&R: What are 3 recent projects you are most proud of?
Wilkinson: Hurricanes Helene and Milton [this past fall]. So proud of how our team responded to our clients’ needs during these two natural disasters.
— Herman Wilkinson is the chief operating officer of MaintenX. This Q&A originally was published in the December 2024/January 2025 issue of Retail & Restaurant Facility Business magazine. For more information in having your company profiled in a future Signature Vendor Spotlight, please contact Scott Royal at [email protected].