FSM

OBJECTIVEThe Facility Solutions Manager is responsible for the business operations of an assigned clientcontracted service area. This position provides field support including – training, guidance withstarting new clients, inspections of Contractor performance and compliance with clientrequirements, trouble-shooting customer request/complaints, coordinating site visits, anddeveloping long-term relationships with clients and Contractors. Additional responsibilitiesinclude negotiating contracts, procuring supplies from clients and ensuring high clientsatisfaction.ESSENTIAL FUNCTIONS• Manage all aspects of assigned client relationships, including client retention, expansionand 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 – determinepricing, staffing and logistics.• Manage all Contractor relationships including – Interview and hire, negotiate pricing andother contract terms, manage agreements, develop service specifications, clientcompliance, verify Contractor compliance, and remove/replace Contractors asnecessary.• Ensure a standard of excellence in quality and client satisfaction, through detailed qualitycontrol inspections of client sites and consistent follow through with all promises toclients.• Supervise and direct Night Managers; ensure the client’s strategy is executed and allservices 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 Sheetsand Exhibit A’s. Ensure MSDS sheets for each client serviced in janitor closets arecomplete, accurate and that all items are properly labeled.• Notify Sales Executives of potential accounts in your territory, especially newconstruction.• Discuss quality control surveys with your clients and encourage them to take the time torespond when they are received.• Communicate client survey responses to the Director of Operations, Night Managersand Contractors.• Develop and implement a plan with the Director of Operations and the Night Managersto resolve any client complaints or deficiencies in service and actively monitorcompliance.• Approve Night Managers and/or Service Representatives pay sheets; ensure accuracy.• Assist Accounting in collecting clients’ past due invoices and payment invoices forContractors.• 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 isresponsible 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 RatingPOSITION REQUIREMENTS• 3-5 plus year’s sales and management experience in building maintenance, facilitymanagement 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.3WORKING CONDITIONS (INCLUDE AS IT RELATES TO EACH POSITION,REMOVE AFTER COMPLETED AND REMOVE EXAMPLES)Physical DemandsThe physical demands are representative of the requirements that must be met by an employeeto successfully perform the essential functions of this job. Example: “Constant sitting, bending,standing, etc. Ability to lift (X) pounds, work outdoors for (X) 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 orairborneparticles and extreme heat. Safety requirements for this position include safety glasses, hearingprotection and steel-toed work boots.”
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