Facility Service Manager

JOB SUMMARY

The Facility Services Manager is responsible for leading and developing McKenney's Facility Service Coordinators (FSCs) and supporting the successful execution of onsite management services across assigned customer facilities.

This individual provides leadership, coaching, accountability, and operational support to Facility Service Coordinators while promoting safety, customer satisfaction, workforce development, and consistent execution of McKenney's standards. The Director works closely with Operations, Service, Construction, Controls, Plumbing, Engineering, and Sales teams to ensure Facility Service Coordinators have the resources, support, and guidance necessary to be successful.

JOB RESPONSIBILITIES

Leadership & Personnel Development

· Lead, coach, mentor, and develop Facility Service Coordinators.

· Conduct regular check-ins, annual reviews, and career development discussions.

· Establish performance expectations, KPIs, and accountability measures.

· Recruit, interview, hire, onboard, and retain Facility Service Coordinators.

· Identify and develop future leaders within the FSC team.

· Facilitate monthly FSC meetings focused on communication, best practices, and continuous improvement.

Operational Support

· Support Facility Service Coordinators in resolving operational challenges and customer concerns.

· Remove roadblocks and provide resources necessary for FSC success.

· Serve as the primary liaison between FSCs and McKenney's support groups.

· Attend campus review meetings and customer meetings as necessary.

· Promote consistency in execution, communication, and customer service across all assigned sites.

· Support staffing plans, workload forecasting, and onboarding activities for new FSC assignments.

Safety & Customer Experience

· Promote McKenney's safety culture and ensure compliance with all safety policies and OSHA standards.

· Review safety performance and support continuous improvement initiatives.

· Develop and maintain strong customer relationships.

· Serve as an escalation point for customer concerns and operational issues.

· Support Facility Service Coordinators in maintaining high levels of customer satisfaction and retention.

Business Support

· Identify opportunities to expand McKenney's presence and services within existing customer accounts.

· Collaborate with Service, Construction, Controls, Plumbing, and Sales leaders regarding future opportunities.

· Support evaluation of new campuses and sites where on-site management services may be beneficial.

· Review operational metrics, staffing requirements, customer retention, and account performance.

· Support annual planning, forecasting, and business development initiatives.

Other Responsibilities

· Promote McKenney's culture, values, and customer-first approach.

· Support after-hours operational needs, emergency response coordination, and on-call requirements as necessary.

· Perform other duties as assigned.

SUCCESS MEASURES

· Safety performance and incident prevention.

· Customer satisfaction and customer retention.

· Retention and development of Facility Service Coordinators.

· Successful recruiting, onboarding, and training of FSC personnel.

· Consistent execution of McKenney's standards across assigned sites.

· Employee engagement and succession planning.

· Timely resolution of operational and customer issues.

· Growth and promotion of FSC talent within McKenney's.

· Support of account growth opportunities and customer relationship development.

· Achievement of staffing, development, and operational objectives.

BASIC QUALIFICATIONS

Education and Experience

· High school diploma or GED required; associate degree or higher preferred

· Minimum 3–5 years of leadership or supervisory experience managing facilities operations, service teams, or similar operational environments

· Minimum 2–3 years of direct experience in facility services, facilities management, or related operational roles

· Demonstrated experience recruiting, hiring, onboarding, and managing personnel

· Proven track record of developing and coaching team members

· Experience coordinating with cross-functional teams and managing multiple stakeholder relationships

· Knowledge of safety compliance, OSHA standards, and facility safety protocols

· Valid driver's license with a safe driving record

· Ability and willingness to work flexible hours, including on-call availability for emergency response

Knowledge, Skills, and Abilities
· Leadership & Team Development — Ability to recruit, coach, mentor, manage performance, and develop FSC team members; foster accountability and growth
· Operational & Facilities Management — Knowledge of facility services operations, HVAC/mechanical systems, safety protocols, and ability to resolve complex operational and customer challenges
· Safety & Compliance — Knowledge of OSHA standards and safety regulations; ability to promote safety culture and ensure consistent compliance across all sites
· Communication & Relationship Building — Strong interpersonal, presentation, and conflict resolution skills; ability to build trust with team members and customers; serve as an effective escalation point
· Business Acumen & Growth Orientation — Ability to analyze operational metrics, forecast staffing needs, identify account growth opportunities, and support business development initiatives
· Cross-Functional Collaboration — Ability to work effectively with Service, Construction, Controls, Plumbing, Sales, and Engineering teams; coordinate resources and remove roadblocks for FSC success
· Adaptability & Flexibility — Ability to manage multiple priorities, work flexible/on-call hours, travel to multiple facilities, and remain calm under pressure during emergency situations
 

PREFERRED REQUIREMENTS

· Bachelor's degree in Facility Management, Business Administration, Operations Management, or related field

· OSHA 30-Hour certification or equivalent safety training

· Certified Facility Manager (CFM) certification or similar facility management credential

· 5 years of leadership experience in a facilities, operations, or service management role

· Experience managing multiple customer accounts or campus-based facilities

· Background with commercial, healthcare, or high-tech facility systems

· Familiarity with HVAC, mechanical systems, building controls, or plumbing systems

· Experience with facility management software and data analytics tools

· Mechanical contractor or service contractor experience

· Project management and business development experience

· Track record of improving customer satisfaction and retention metrics

Competencies

· Strong financial acumen with experience reviewing operational metrics, forecasting, and budgeting

· Experience identifying and executing service expansion or growth opportunities within existing accounts

· Excellent communication, interpersonal, and conflict resolution skills

WORKING CONDITIONS AND PHYSICAL EFFORTS

· Schedule Flexibility & On-Call Availability — Work flexible hours, including evenings, weekends, and on-call availability; must be available for emergency response coordination and after-hours operational needs as required

· Travel & Multiple Location Work — Frequent travel to multiple customer facilities and campus locations; work across assigned sites to conduct meetings, reviews, and onsite management activities

· Multi-Stakeholder Environment — Regular interaction with Facility Service Coordinators, customers, and cross-functional McKenney's teams (Operations, Service, Construction, Controls, Plumbing, Engineering, Sales); serve as primary liaison and escalation point

· Facility Environment — Work in various commercial, healthcare, and high-tech facility environments; exposure to facility operations, construction areas, and customer premises; must maintain a valid driver's license with a safe driving record

· Fast-Paced & Dynamic — High-responsibility role managing multiple priorities, customer concerns, operational challenges, and personnel issues simultaneously; must remain calm and effective under pressure

Moving Safety Forward, our initiative for continuous improvements in our safety culture, reminds us that we are on a journey toward a zero-incident culture. In all we do, we must work to build a partnership with our employees, customers and business associates that empowers them all with the ability to do their jobs safely.

McKenney’s is an Equal Opportunity Employer committed to workforce diversity. Qualified candidates will receive consideration without regard to age, color, religion, sexual orientation, disability, national origin, or gender identity. McKenney’s is a smoke-free and drug-free workplace.