Description:

Company Profile:

Interstate is a fast-growing, family-owned company specializing in janitorial services and window cleaning with operations throughout North America. We hire dedicated employees who are committed to making a difference. Every day we create opportunities that allow our team members to grow and reach their full potential. Come join the family & WORK HAPPY!

Job Summary:

Director of Field Services (DFS) manages and supports the field service personnel who perform on-site, routine services including both interior and exterior building cleaning and window cleaning. The FSM oversees the hiring, scheduling, training performance assessment and development of field service team as it relates to window cleaning and exteriors. He / She develops methods, guidelines, and policies to facilitate an ongoing, more efficient service delivery model. Additionally, the DFS must ensure all customer issues are satisfactorily resolved and that there is understanding driving continual improvement of the overall process. The Director of Field Services must effectively manage workflow including scheduling jobs and managing the service backlog. They are responsible for all equipment including maintaining its condition and ensuring that all safety and state certifications / registrations are performed and update to date. Candidate must have 3+ years direct experience with field service management software. Director of Field Service requires 5+ years of managerial experience plus 5 years of window cleaning, exterior cleaning services or other relevant experience.

Duties and Responsibilities:

• Supervise, manage and be responsible for coaching and training of building window and exterior cleaning technicians.
• Manage workload, overtime, and overall demand on labor resource planning through company’s customer and workflow management software.
• Understand how to quote jobs for customer / prospect proposals including window cleaning, power washing, high dusting, and other service offerings.
• Review projects: define the necessary equipment, assigned team members and understand job-specific risks and client key areas of focus.
• Manage company resources to ensure there are efficient supplies and equipment ready to deploy ahead of each job.
• Oversee the recruiting and onboarding process including tracking and executing training programs.
• Collaborate with management to create, develop, and execute on routine, meaningful training program that is aimed at reducing associate injuries.
• Monitor and report on overall budget performance of projects. Recommend ways to drive incremental margin based on company services offering.
• Manage customer expectations and use onsite evaluations to refine associate skill sets while also developing a stronger relationship with clients.
• Supervise start-up and commissioning of new equipment along with all necessary ongoing preventative maintenance and required certifications. Build tracking mechanism to ensure Company always remains in compliance with the various types of assets: lifts, booms, trucks, trailers, etc.
• Work with the Admin Team to validate that all work tickets have been billed each day.
• Develop, track, and share relevant, actionable KPIs with the Executive Team.
• Build an efficient process to survey process that allows for up to 25% of all service customers to be surveyed based on work performed. Summarize results and report trends to Executive Team on a quarterly schedule.

Requirements:

• Minimum of 5 years of window cleaning experience.
• Minimum of 5 years of field service management experience required.
• Must have strong technical knowledge of building cleaning methods – RDS preferred.
• Demonstrated ability to manage hourly associates including hiring, performance evaluations, coaching and ongoing training.
• Knowledge of OSHA safety requirements including proper equipment (lifts / booms) usage.
• Individual should be able to routinely interact and develop relationships with the sales department, customers, and management.
• Excellent verbal and written communication skills.
• Experienced in use of MS-Office products, especially Outlook, Word and Excel.
• Previous safety training experience.
• Valid driver's license a must.
• Ability to work on a flexible work schedule.
• Dynamic and passionate with a strong teamwork mentality.
• Proficiency in use route-work optimization software such as Sales Force Field Service, ServiceTitan, Method or Service Fusion.
• Experience in documenting processes and monitoring performance metrics.

Knowledge, Skills, and Abilities:

The Director of Field Services should have a minimum of five years of experience managing a team of field service technicians. The role requires deep understanding and experience designing and managing multiple crews who are deployed for a unique set of jobs each day at various client locations. The FSM should be able to both assess the skill set of associates as well as help to develop and motivate them to be their best. We require excellent interpersonal skills and the ability to maintain confidentiality of company information. The role also requires excellent organizational and strong negotiation skills ensuring that Company assets are tracked and costs to replace / acquire are as low as possible.

Physical Requirements:

• Must be able to lift up to 50lbs independently and ability to bend.
• Extensive standing, bending, squatting, and/or walking

Interstate Premier Facility Services Provider is an Equal Employment Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.