Sr. Director, Facility Service Operations

The Sr. Director, Facility Service Operations is responsible for successfully managing administrative and customer service personnel and processes. The personnel reporting to this manager will support both internal and external customers. These services and processes should help the Facility Service Group retain and grow its customer base. Under the direction of this individual, appropriate staffing levels of customer service personnel will be employed.

Successfully manage the following functions:

• Facility Service Business Operations and associated Administrative Staff including:
• Dispatching staff and processes
• Maintenance Agreements staff and processes
• Billing staff and processes
• Maintenance customer care calling, profitability evaluation, and annual escalations
• Customer portal activity
• Talent management & development
• Managing the General Administrative overhead costs
• Assist in the development, installation, and auditing of all operational business processes.
• Further develop companywide policies and compliance protocols and enforce adherence.
• Communicate effectively with Sales, Field, and others Executive Leadership to provide insight into changes in workload that will affect Field Operations support & staffing.
• Communicate effectively with IT and Business Systems to further develop and optimize all software platforms utilized by FSG.
• Assist Business Systems in the generation of reports and reporting methods to be provided to management. Included are all necessary ad hoc reports as required in the support of the sales and field operations activities.
• Monitor and help install policy and procedures for all business processes and/or policies in FSG.
• Assist management in providing all necessary business analytics needed to properly performance manage staff and ACCO accounts.
• Ensure accurate and timely billing functions meet the requirements of our customers.
• Regularly meet with Sales Management and Accounts Receivable to discuss customers and establish a complete understanding of their expectations or to resolve administrative issues.
• Collective Bargaining Agreement - Familiarize yourself with and understand the Union's contract and maintain the cost of an hour within the ERP system (I.e. UA & SMACNA National Agreement).
• Actively participate in the hourly sell rate discussion and ensure that hourly rate increases are implemented typically.
• With the assistance of accounting staff, annually review and modify the fully burdened cost of an hour for the various labor classes.
• Effectively handle customer complaints as required and meet with customers when necessary.
• Interface and assist Facility Service and Construction Sales personnel in obtaining information necessary for responding to customer inquiries or requests for proposals.
• Assist in problem solving, conflict resolution and bill collecting with consistency and timeliness.
• Always be looking for new or innovative technologies that could give ACCO an edge over the competition.
• Review Financial Statements as required to assist in the analysis of the monthly and Year-to-date results.
• Ensure staff executes timely booking of new accounts including the loading of jobsite locations, equipment lists and maintenance tasking for new accounts secured by both the Facility Service Sales Staff
• Ensure that accounting is provided with accurate and timely sales and billing data so that sales bonus calculations can be prepared.
• Other duties as assigned by executive leadership.

Talent Development & Management:

Effectively manage the following groups and functions:

• Director(s) Facility Service Operations
• Manager(s)/Assistant Manager(s), Facility Service Operations
• Dispatch and Call Taking staff
• Core Service Billing staff
• Maintenance Agreements staff
• Other FSG Administrative personnel
• Future headcount
• Provide regular & routine feedback to direct reports
• Perform performance reviews for all non-signatory direct reports and make recommendations on salary changes
• Train, retain, and develop staff
• Recruit, hire, train and manage employees
• Work with your direct supervisor and HR to maintain a positive work environment and provide a career path for individuals that show promise for increased responsibilities
• Partner with HR to resolve personnel or issues with non-performing employees using the proper HR guidelines ent.

Effectively manage the following groups and functions:

• Billing Supervisors & Managers
• Dispatch and Call Taking functions
• Facility Service Billing functions
• Office Administrative Assistant personnel
• Future headcount
• Provide regular & routine feedback to direct reports
• Perform performance reviews for all non-signatory direct reports and make recommendations on salary changes
• Train, retain, and develop staff
• Recruit, hire, train and manage employees
• Work with your direct supervisor and HR to maintain a positive work environment and provide a career path for individuals that show promise for increased responsibilities
• Effectively manage and resolve personnel issues
• Partner with HR to resolve issues with non-performing employees using the proper HR guidelines

• Bachelor's Degree In Business or related field preferred
• 10 years' management experience
• 5 years' experience managing administrative personnel in the Facility Service business.
• Technical background in the HVAC / Refrigeration field, including the ability to teach others.
• Experience in dealing with customers who are responsible for facilities.
• Ability to deliver information to an wide audience and effectively conduct a meeting
• Well-developed interviewing and performance assessment capabilities.
• Able to initiate, plan and affect changes to both the ERP/FSM systems and the people who use the ERP/FSM systems.
• Able to effectively multi task

• Proactivity / Initiative: Recognizes what needs to be done and accomplishes it in a manner appropriate for one's level/position and with minimal supervision.
• Perseverance: Shows the wherewithal to fight for difficult goals despite challenges and to bounce back from adversity.
• Insight: The ability to gather and make sense of information that suggests new possibilities.
• Engagement: Shows a knack for using emotion and logic to communicate a persuasive vision and connect with people.
• Teamwork: The ability to effectively work toward common goals with others by supporting, encouraging, and sharing information in an authentic and approachable manner.
• Big Picture: Understands and contributes to organizations' short- and long-term business strategy. On a personal level has independently developed a vision for short- and long-term career success.
• Motivation / Dedication: Commits to excellence in pursuing unselfish goals. Initiates action with collective goals takes responsibility, and shows personal humility.
• Technical Curiosity / Willingness to Learn: Interest in seeking out new experiences, knowledge, and candid feed, back; demonstrating an openness to learning and change.
• Problem-Solver: Ability to identify, analyze, and solve a problem in support of personal, group, department, or organizational objectives.

(The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.)

• The employee may regularly lift and /or move up to 10 pounds, and occasionally lift and/or move up to 20 pounds.
• Specific vision abilities required by this job include Close vision and Distance vision.
• The auditory/hearing abilities required by the job include the ability to hear customers calling by telephone.
• While performing the duties of this Job, the employee is regularly required to sit for prolonged periods, stand; use hands to finger, handle, or feel; reach with hands and arms and talk or hear.
• The employee is regularly required to walk and sit.
• This individual must be a responsible person and regular attendance is required.

• This is an exempt position. Workdays are scheduled from Monday through Friday. Typically, work hours begin and end between 7:00 am and 5:00 pm as scheduled with the position's supervisor. Occasional overtime may be necessary per business needs.

• 10-30% of the time to regional offices. Some overnight travel per business needs.