About this Role:

As a Facility Service Manager at CGP, you will oversee the operational and fiscal activities of the department while ensuring exceptional service delivery and customer satisfaction. This role manages Service Field Technicians, dispatch team members, and other trade professionals, as well as coordinating with vendors and subcontractors. You will be responsible for reviewing, estimating, and overseeing all incoming repair requests and preventative maintenance jobs. Additionally, you will develop and maintain strong customer relationships, ensuring quality standards and adherence to performance metrics. The Facility Service Manager also leads hiring, training, and coaching for the team, while planning and implementing systems and procedures to improve efficiency across our maintenance and construction divisions.

Key Responsibilities:

• Manage customer relations and have daily communication with all clients that are on client roster
• Determine staff requirements to maintain CGP required service levels
• Hire and train great people as needed to become excellent team members
• Work with employees to set their goals and objectives
• Identify opportunities to further train & develop staff in order to maximize their potential
• Plan and implement procedures or systems to maximize operating efficiencies
• Review performance data and sales activities to monitor and measure productivity, good progress and employee activity levels
• Conduct daily meetings with Service Coordinator to obtain current work order status and job details
• Review personnel requirements for each work order and fill positions or outsource to subcontractors as needed
• Ensure service schedules are created according to company policies and client requests
• Ensure service schedules are followed and met with client’s SLA agreements
• Ensure that work order costs remain within the budget set for the service
• As required or directed, be prepared to carry out other duties and responsibilities, and assist other company personnel
• Must have a written continued education plan
• Enforce safe work environment in the field and in the shop as per safety manuals and OSHA standards
• Actively track and pursue written career goals
• Submit estimates per CGP’s SLA timelines
• Submit budgets once per month for client/employee engagement

Results Expected:

• Maintain high quality client relations by calling, creating events for customers to attend for non-issue specific, relationship building.
• Increase work order volume from existing client’s month to month and year to date by 10%.
• Maintain high quality employee relations.
• Manage a minimum number of work orders and revenue on a monthly basis per team’s KRAs.

Preferred Qualifications:

• Minimum 5 to 8 years’ trade management experience or equivalent
• Bachelor’s degree or equivalent in related field
• Experience with managing staff of 10 or more
• Knowledge of strategic planning
• Knowledge of human resources, management principles and procedures
• Knowledge of basic economic and accounting principles and practices
• Knowledge of office administrative procedures
• Proficient in Microsoft Office, Word, Excel, and experience with construction estimating software
• Knowledge of all construction trades such as electrical, carpentry, plumbing, framing (metal and wood), drywall, FRP, ceiling grid, ceramic tile, cabinetry, and general finish work, restaurant equipment
• Commercial building code knowledge
• ADA code knowledge

Key Competencies:

• High quality judgment
• Innovative
• Decision making
• Information management
• Planning and organizing
• Problem analysis and problem solving
• Delegating tasks and responsibilities
• Motivating staff
• Excellent communication, written and verbal
• Teamwork
• Flexible
• Accountable
• Great interpersonal skills
• Work well under pressure and tight time constraints
• Ability to deal with complex or ambiguous situations
• Keen eye for detail
• Must be flexible, have a “can do” attitude, professional image, must like to learn, be challenged and constantly productive with improving customer service and response to work requests

The statements in this job description are intended to represent the key duties, essential nature and level of work being performed. They are not intended to be all responsibilities or quali?cations of the job.

EEO Statement: The equal employment opportunity policy of this employer provides for a fair and equal employment opportunity for all associates and job applicants regardless of race, color, religious creed, national origin, ancestry, age, gender, pregnancy, sexual orientation, gender identity, age, marital status, familial status, disability, or genetic information, in compliance with applicable federal, state and local law. This employer hires and promotes individuals solely on the basis of their quali?cations for the job to be ?lled.