Facility Solutions Manager

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OBJECTIVE

The Facility Solutions Manager is responsible for the business operations of an assigned client

contracted service area. This position provides field support including – training, guidance with

starting new clients, inspections of Contractor performance and compliance with client

requirements, trouble-shooting customer request/complaints, coordinating site visits, and

developing long-term relationships with clients and Contractors. Additional responsibilities

include negotiating contracts, procuring supplies from clients and ensuring high client

satisfaction.

ESSENTIAL FUNCTIONS

• Manage all aspects of assigned client relationships, including client retention, expansion

and diversification of City Wide building solutions and/or products.

• Formulate and manage an effective service strategy and schedule tailored to each client.

• Negotiate and enter into agreements with clients for additional services – determine

pricing, staffing and logistics.

• Manage all Contractor relationships including – Interview and hire, negotiate pricing and

other contract terms, manage agreements, develop service specifications, client

compliance, verify Contractor compliance, and remove/replace Contractors as

necessary.

• Ensure a standard of excellence in quality and client satisfaction, through detailed quality

control inspections of client sites and consistent follow through with all promises to

clients.

• Supervise and direct Night Managers; ensure the client’s strategy is executed and all

services are performed correctly.

• Ensure adequate (internal and external) staffing needs to service clients.

• Promote the sale of, procure and monitor supplies for clients.

• Effectively communicate all client issues with Contractors and the Director of Operations

(or owner); promptly address any client issues or problems that arise.

• Use City Wide’s CRM to perform client inspections, adding extra charges, NM routing,

etc.

• Schedule each non-routine activity in client facilities using Outlook.

2

• Update and keep current all Building Information Sheets (BIS), FSM Summary Sheets

and Exhibit A’s. Ensure MSDS sheets for each client serviced in janitor closets are

complete, accurate and that all items are properly labeled.

• Notify Sales Executives of potential accounts in your territory, especially new

construction.

• Discuss quality control surveys with your clients and encourage them to take the time to

respond when they are received.

• Communicate client survey responses to the Director of Operations, Night Managers

and Contractors.

• Develop and implement a plan with the Director of Operations and the Night Managers

to resolve any client complaints or deficiencies in service and actively monitor

compliance.

• Approve Night Managers and/or Service Representatives pay sheets; ensure accuracy.

• Assist Accounting in collecting clients’ past due invoices and payment invoices for

Contractors.

• Maintain updated route sheets, key/alarm sheets, and monthly planner for each client.

• Participate and be present in monthly IC paydays.

MEASUREMENTS (YEAR)

List the metrics (dollars, numerical value, percentages, or project/program) this position is

responsible for; ensure the measurement is reflected in their scorecard.

• Increase Total Revenue Retention (from X to Y)

• Maintain or Decrease Lost Business (from X to Y)

• Increase NJS from X to Y

• Increase Extra Charge Revenue from X to Y

• Start X New ICs

• Maintain X Client visits

• Maintain X Client Satisfaction Rating

Requirements

POSITION REQUIREMENTS

• 3-5 plus year’s sales and management experience in building maintenance, facility

management or equivalent experience.

• High School diploma required, bachelor’s degree highly desirable.

• Highly detail oriented and excellent follow-through on commitments.

• Positive and out-going personality; great at building relationships.

• Excellent verbal and strong written communication skills.

• Proficient in Microsoft Office and knowledge of CRM database.

• Must have reliable transportation.

WORKING CONDITIONS (INCLUDE AS IT RELATES TO EACH POSITION,

REMOVE AFTER COMPLETED AND REMOVE EXAMPLES)

Physical Demands

The physical demands are representative of the requirements that must be met by an employee

to successfully perform the essential functions of this job. Example: “Constant sitting, bending,

standing, etc. Ability to lift up to 25 pounds, work outdoors for (8- 10) hours per day, etc.”

• Environment (Include or omit as necessary)

Describe the work environment the employee will be exposed to and safety requirements.

Example:

“While performing the duties of this job, the employee is occasionally exposed to fumes or

airborne

particles and extreme heat. Safety requirements for this position include safety glasses, hearing

protection and steel-toed work boots.”