Facility Solutions Manager

City Wide Facility Solutions • Jacksonville, FL

10d

About The Position

The Facility Solutions Manager is responsible for the business operations of an assigned client contracted service area. The role provides field support through training, guidance when starting new clients, inspections of Contractor performance and compliance with client requirements, troubleshooting customer requests and complaints, coordinating site visits, and developing long-term relationships with clients and Contractors. Additional responsibilities include negotiating contracts, procuring supplies for clients, and ensuring high client satisfaction.

The position manages client and Contractor relationships, service strategies and schedules, service agreements, quality control, staffing, and client communications. It also supervises and directs Night Managers, maintains client and route documentation, supports billing and collections, and participates in monthly IC paydays. Performance measurements include revenue retention, lost business, NJS, extra charge revenue, new ICs, client visits, and client satisfaction.

Requirements

• 3–5+ years of sales and management experience in building maintenance, facility management, or equivalent experience.
• High school diploma required.
• Highly detail-oriented with excellent follow-through on commitments.
• Positive, outgoing personality and ability to build relationships.
• Excellent verbal and strong written communication skills.
• Proficient in Microsoft Office and knowledgeable in CRM databases.
• Reliable transportation.

Nice To Haves

• Bachelor’s degree highly desirable.

Responsibilities

• Manage assigned client relationships, including client retention, expansion, and diversification of City Wide building solutions and products.
• Formulate and manage an effective service strategy and schedule tailored to each client.
• Negotiate and enter into agreements with clients for additional services, determining pricing, staffing, and logistics.
• Manage Contractor relationships, including interviewing and hiring, negotiating pricing and contract terms, managing agreements, developing service specifications, ensuring client compliance, verifying Contractor compliance, and removing or replacing Contractors as necessary.
• Conduct detailed quality control inspections of client sites and follow through on commitments to maintain quality and client satisfaction.
• Supervise and direct Night Managers, ensuring the client strategy is executed and services are performed correctly.
• Ensure adequate internal and external staffing to service clients.
• Promote the sale of, procure, and monitor supplies for clients.
• Communicate client issues to Contractors and the Director of Operations or owner, and promptly address problems.
• Use City Wide’s CRM to perform client inspections, add extra charges, and manage NM routing.
• Schedule non-routine activities in client facilities using Outlook.
• Keep Building Information Sheets (BIS), FSM Summary Sheets, Exhibit A’s, route sheets, key/alarm sheets, and monthly planners current.
• Ensure MSDS sheets for each client serviced in janitor closets are complete and accurate and that items are properly labeled.
• Notify Sales Executives of potential accounts in the territory, especially new construction.
• Discuss quality control surveys with clients and encourage them to respond.
• Communicate client survey responses to the Director of Operations, Night Managers, and Contractors.
• Develop and implement plans with the Director of Operations and Night Managers to resolve client complaints or service deficiencies, and monitor compliance.
• Approve Night Managers’ and/or Service Representatives’ pay sheets and ensure accuracy.
• Assist Accounting with collecting clients’ past-due invoices and Contractor payment invoices.
• Participate in and be present at monthly IC paydays.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED