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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 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.

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.
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• 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.

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

Requirements

POSITION 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.

WORKING CONDITIONS (INCLUDE AS IT RELATES TO EACH POSITION,
REMOVE AFTER COMPLETED AND REMOVE EXAMPLES)
Physical Demands
The physical demands are representative of the requirements that must be met by an employee
to successfully perform the essential functions of this job. Example: “Constant sitting, bending,
standing, etc. Ability to lift up to 25 pounds, work outdoors for (8- 10) 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 or
  airborne
  particles and extreme heat. Safety requirements for this position include safety glasses, hearing
  protection and steel-toed work boots.”