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 requests/complaints, coordinating site visits, and developing long-term relationships with clients and contractors. Additional responsibilities include contracts, procuring supplies for clients, selling/coordinating additional maintenance services to clients, and ensuring high client satisfaction.
Essential Functions:
- Manage all aspects of assigned client relationships, including client retention, expansion and diversification of City Wide services, and consumable supply 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, verify contractor compliance, and remove/replace contractors as necessary.
- Ensure a standard of excellence in quality and client satisfaction, though detailed quality control inspections of client sites and consistent follow through with all promises to clients.
- Supervise and direct ight Managers; ensure the client's scope is executed and all services are performed correctly.
- Ensure adequate staffing needs to services clients.
- Promote the sale of, procure, and monitor supplies for clients.
- Effectively communicate all client issues with contractors, Night Managers, and Director of Operations; promptly address any client issues or problems that arise.
- Use CRM to perform client inspections, add extra charges, Night Manager routing, etc.
- Update and keep current all Building Information Sheets and Exhibit A forms. Where applicable, ensure MSDS sheets for each client serviced are complete, accurate, and that all items are properly labeled.
- Notify Sales Executives of potential accounts in your territory, especially new construction.
- Discuss service quality 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 Manager to resolved any client complaints or deficiencies in service and actively monitor compliance.
- Assist accounting department in collecting clients' past due invoices and manage payment invoices for contractors.
- Maintain updated route sheets, key/alarm sheets, and monthly planner for each client.
