Job Description

The Facility Solutions Manager/Coffee Maintenance 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 request/complaints, coordinating site visits, and developing long-term relationships with clients and Contractors. Additional responsibilities include negotiating contracts, procuring supplies from clients and ensuring high client satisfaction. They are also visiting our existing coffee clients to maintenance the rented machine, refill the stock of coffee beans and cleaning supplies.

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 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, 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 and direct Night Managers ; 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.

· Approve Night Managers and/or Service Representatives pay sheets; ensure accuracy.

· 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.

· Perform monthly descale procedure on customers coffee machine

· Maintain acceptable inventory levels on coffee beans and cleaning chemicals

· Perform repair functions as related to the safe and proper function of the Jura X8 coffee machine

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.

· 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 Rating

· New coffee machines placed

Requirements

· 3-5 plus year’s sales and management experience in building maintenance, facility management or equivalent experience.

· Ability to perform light repairs on commercial coffee machines.

· High School diploma required, bachelor’s degree highly desirable.

· Valid driver’s license.

· 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.

Physical demands

The physical demands are representative of requirements that must be met by an employee to successfully perform the essential functions of this job. This includes continual sitting, bending, standing, and walking. Ability to lift up to 35 pounds.

Benefits

• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401k with match)
• Life Insurance (Basic, Voluntary & AD&D)
• Paid Time Off (Vacation, Sick & Public Holidays)
• Short Term & Long Term Disability

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