National Account Director at ABM Industries

Benefits:  ABM offers a comprehensive benefits package. For information about ABM’s benefits, visit ABM Employee Benefits | Staff & Management 

Essential Functions

This position is accountable for providing optimal customer relations and facility management for the assigned facility(ies) across the account they are responsible for, in a safe, cost-effective manner. Reports to VP Operations, MWE.  Also responsible for overall contract customer satisfaction, workplace experience, service delivery levels and financial performance to ensure they meet or exceed contract scope, terms and conditions.

RESPONSIBILITIES:

• Ensures optimal customer relations by maintaining constant communications with customer.  
• Provides high quality operations and maintenance service to assure proper performance of engineered equipment and building systems.
• Acts as primary liaison with all customer departments, actively ensuring that service is prompt, responsive, effective and that inter- departmental concerns are addressed and resolved.
• Provides regular monthly written status reports to customer and ABM management.  Presents status and/or performance reports as necessary to keep customer management conversant with atypical occurrences, unusual staffing challenges, potential building related interruptions, etc.
• Prepares, recommends and administers with assistance from Facility Managers, the annual facility budget.  Reports exceptions to customer and ABM management and adjusts budget as necessary.
• Complies with customer and ABM corporate policies (personnel, accounting, technical service, safety and health, ethical conduct, etc.) communicates to subordinates and ensures subordinate compliance.
• Ensures that federal, state and local regulatory requirements are met including DER, OSHA, FLSA, EEO, ADA, etc.
• Directs scheduling and coordination of over-all work priorities.
• Recommends what work should be performed in-house and what work should be subcontracted to optimize the value of self-performance; consults with ABM corporate and/or external technical resources when making decisions on major changes.
• Makes sure that all contract requirements are delivered, budget managed and at the intended profit margins met.
• Instills a sense of ownership within the account team for the performance and appearance of the facility(ies) in the account.
• Maximizes a workplace experience for the end users that is aligned with the client’s requirements.
• Ensures that reactive and preventive maintenance activities are appropriately balanced; monitors current and deferred maintenance backlogs; adjusts priorities and/or resources as needed and ensures that deferred maintenance is adequately documented.
• Utilizes maximum capabilities of Computerized Maintenance Management System (CMMS) or customer provided work order control system.
• Develops and/or approves facility operations performance and quality standards.
• Ensures interior and exterior facility(ies) appearance is at or above the requirements of the contract and ABM standards.
• Oversees review of completed work regularly and ensures that quality standards are met or exceeded to the satisfaction of the customer.
• Negotiates major service contracts (e.g. snow removal, window washing, janitorial, landscaping, etc.); reviews and approves smaller service contracts delegated to subordinates; consults with corporate technical and other staff as appropriate.
• Develops and negotiates minor construction projects as assigned.
• Oversees management of subcontractors
• Manages purchasing program; approves major purchases; audits purchasing delegated to subordinates.
• Designs and implements administrative systems where ABM or customer standard systems do not exist or must be extensively modified.
• Ensures through subordinate managers that staff receives adequate technical, administrative and other training; participates in training of direct subordinates and supervisors.
• Manages staff in accordance with ABM employee relations philosophy and policies; hires, terminates, recommends salary changes, conducts performance appraisals, counsels and disciplines as necessary; communicates and administers ABM personnel policies.
• If applicable, ensures that labor contract requirements are met; makes routine contract interpretations as required; and maintains a harmonious working relationship with union representatives. Organizes and participates in facility audit activities.

Minimum Requirements

• Bachelor’s degree in mechanical engineering, related field or comparable experience required.
• 5+ years of facilities management and account oversight experience 
• Certified Facility Manager or Real Property Administrator certifications desirable for specific assignments.
• Demonstrated customer service orientation and skills.
• Has managed an account or department with multiple buildings and sites.
• Has had full budget financial responsibility for a large account or department.
• Has directed an integrated facilities model that includes maintenance, custodial and grounds.
• Working knowledge of two or more of the mechanical, electrical, general building maintenance or building construction.  Where there is not a working knowledge, a demonstrated aptitude is required.
• Working knowledge of custodial and grounds departments.
• Demonstrated expertise in verbal and written communications.
• Demonstrated willingness to work non-standard days and hours as required.