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.