SUMMARY
The Facility Services Manager is accountable for day-to-day operations, vendor management and service management for the client(s) they support, as well as, data verification, reporting and analysis; and assists in the review, development and implementation of related processes and initiatives.
This role will work in collaboration with all key BGIS departments to ensure full support of all activities and play a key role in our INTEGRATED approach to operating buildings.
Opportunities for Development:
At BGIS we are committed to the development of our people – offering them opportunities to learn and grow into various roles. Success in the role offers Team Members the opportunity to explore various roles – some include:
- On account operational leadership,
- Facility Management Office roles to support accounts,
KEY DUTIES & RESPONSIBILITIES
Safety Ownership and Regulatory Compliance:
- Comply with all internal and external requirements including but not limited to environmental, health and safety, fire protection and mandated by BGIS Health Safety and Environment Teams and enforced by law.
Facility Management
- Generate and dispatch service request work orders to vendors as per established process.
- Review Priority works orders – communicate and follow up on priority orders to vendors and ensure they are addressed in a timely manner to meet KPI requirements.
- Review Work Orders – ensure that all work orders dispatched to the FM are closed out or reassigned to technician or vendor.
- Perform inspection of work orders closed by vendors and ensure complete/accurate closeout details are provided (e.g. cost, work completed, equipment tag #).
- Run report on open work orders and checks status with the appropriate vendors.
- Update WO statuses if verified to be completed or resolved during follow up.
- Respond to vendor inquiries regarding workorder related issues.
- Respond to Client inquiries regarding current or past workorders (Status of the work, Issues/warranty, escalations).
- Correcting information in the system, addresses, phone numbers.
- Adding new vendors and locations to the system.
Finance
- Review vendor quotes for scope and price accuracy
- Approve/decline quotes in BGIS system
- Financial oversight of work performed for the client
- Review and resolve invoice referrals/escalations.
- Review and resolve invoicing errors.
- Review and approve billing for tech services.
- Review and approval of invoices for payment (Oracle).
- Respond to vendor inquiries regarding invoicing-related matters.
Client / Service Management
- Make and receive calls/emails from the vendors and clients for follow ups on workorder status, creation or cancellation.
- Act as main point of contact for work orders – i.e. technicians that reach out for approvals, questions and issues, vendors that need further information or approvals.
- Primary escalation point for taking care of any issues regarding service.
- Involvement in specific Emergency workorders may need to be managed from start to end.
- Requesting approvals from the client.
- Participating and gathering information for QBR’s.
Reporting
- Client reporting needs as required.
Continuous Improvement
- Collaborates with stakeholders and contributes to efficiency gains through activities including but not limited to identifying and implementing best practices; reviewing, refining and/or developing, implementing processes, technologies and sustainable practices, and leveraging self-perform wherever possible. Implements related enhancements for the assigned region(s)
Quality Compliance
- Execute quality & compliance team activities that support the quality compliance contractual obligations.
- Interface with BGIS management and client management to identify applicable regulatory and compliance requirements and ensure accurate understanding of those requirements between BGIS and the client.
- With guidance, assist in the review of related processes by conducting compliance process capability studies to identify, improve and correct process inefficiencies and inaccuracies; review process documentations and speak with relevant stakeholders to understand and identify process improvement opportunities.
- Provide input for planning, development, execution and improvement of compliance-related processes and programs.
- Assist in the implementation of compliance-related processes through activities such as coordination of process implementation with relevant stakeholders, process documentation, providing contents to presentations, etc.
- Identify any quality, compliance and contractual issues and communicate them to the appropriate BGIS and customer management teams. Work with those teams to resolve any identified issues.
- Comply with all company policies and procedures and adhere to company standards.
- Other duties as assigned.
KNOWLEDGE & SKILLS
3-5 years of relevant experience in Facility Management or Vendor Management.
Demonstrated organizational, project planning and management skills.
Technical writing skills.
Good writing and verbal communication skills.
Good training and presentation skills.
Strong analytical and problem-solving skills.
Ability to develop, analyze and understand complex processes.
Sound judgment skills based on observation of objective evidence.
Ability to perform with minimum direct supervision.
Understanding of compliance requirements of relevant external organizations.
Strong proficiency in MS Excel, PowerPoint and Word, Power BI.
Licenses and/or Professional Accreditation
We value transparency in our hiring processes. Please note, artificial intelligence may be used in certain stages to screen, assess, or select applicants, however, a human reviewer makes all final decisions. This posting is for a future vacancy.
BGIS is a global leader in integrated facility management services. With a combined team of over 10,000 globally, BGIS relentlessly focuses on delivering innovative service solutions that create value for its clients. Globally, BGIS manages over 50,000 facilities totaling more than 600 million square feet across several markets including government, higher education, utilities, telecommunications, financial services, oil & gas, healthcare and cloud enterprise. In addition to managing a diverse portfolio of corporate offices, retail, colleges, hospitals and industrial assets, BGIS is a world leader in the management of data centers and other critical environments.
At BGIS we believe that diversity and inclusion is a key business driver, such that we never lose sight of its importance as it is woven into the fabric if our organization. We are committed to maintaining a barrier-free recruitment process by providing equal employment opportunities through recruiting and retention of individuals of all backgrounds. We recognize that promoting diversity is an essential component of our continuing pursuit for organizational success!
BGIS is an equal opportunity employer, and we welcome you to apply for a position with us! If you require accommodation during the recruitment process, please contact us at askPC@bgis.com. Upon request for accommodation, we will consult with the applicant in question and provide, or arrange for the provision of, a suitable accommodation in a manner that takes into account the applicant's accessibility needs due to disability.
