The Facility Solutions Manager is responsible for the sales and 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 selling additional services, negotiating contracts, procuring supplies from clients and ensuring high client satisfaction. Your are the company spokesperson who must thrive in all aspects related to Client Retention and Selling Additional Services.
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 sales, 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 Independent Contractor (IC) 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, manage and direct Night Managers; including routing them nightly, verifying their time cards, creating their reviews (90-day and annual), putting together any write-ups and/or termination documentation as well as verifying any mileage documents and bonus paperwork is completed properly.
- Verify Night Managers understand our vision, they focus on Client retention, they understand how their role fits into the bigger picture here at City Wide and what the game plan is on how to succeed.
- 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.
- 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.
- Upon learning of any major trouble or pending cancellation with a client, it is your responsibility to aggressively go visit the contact to save the account or gain more perspective on the issues. It is also imperative that the Clients agreed to “Terms and Conditions” are followed.
- 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.
- Maintain Customer Retention of 90%+
- Increase the sales of other services (formerly NJS) from 30% to 45%+ (Other Services as a percentage of Janitorial) in Year 1
- Start 8 New ICs Per Year
- Maintain a minimum of 5 Client visits per day
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.
Benefits
- Uncapped commission and bonus
- Dental, medical and vision insurance
- Life insurance paid by company
- 401k + 4% match by company
- 8 paid Holidays
- Protected territory
- Mileage reimbursement
- Company issued equipment (cellphone, laptop, and tablet)
