Account Manager

**Job description**

We have a great opportunity for a reliable and customer service-focused individual to join our Building Maintenance team in creating safe and welcoming environments for our clients and their customers.

Reporting to the CEO, this role supervises daily interior maintenance and repair services at assigned locations. Additionally, manages administration processes as well as contributes to business development.

This position is responsible for inspiring the delivery of quality services meeting SDA’s high-performance standards.

**Key Results and Activities**

**1.** **Demonstrates SDA’s Mission and Values**

Achieves performance that makes a difference through:

- Contributing to a positive and collaborative work environment
- Treating others with dignity, courtesy, and respect
- Encouraging and maintaining a friendly, fair, and creative work environment
- Respecting diversity, new ideas, and hard work

**2.** **Relationship Management**
- Establishes and maintains strong working relationships with customers, vendors, and team members
- Understands customer expectations and vendor performance to ensure vendors meet/exceed contract fulfillment and customer expectations

**3.** **Service Delivery - Interior Maintenance and Repair**
- Confirms the maintenance and repair scope of work for each request as well as the priority level
- Assigns work orders to technicians based on site proximity, availability, and skill strengths and to meet customer requirements
- Follows established processes to track and update work order status accurately and on time
- Conducts spot-check site visits to review and guarantee the consistency of service delivery standards
- Responds to customer queries and concerns promptly
- Resolves customer complaints by investigating problems, creating action plans for the resolution of complaints, bringing them to the attention of management, and following up in a timely way
- Monitors and follows up on action plans to eliminate deficiencies, hazards, and problems
- Ensures all issues are resolved within appropriate timelines
- Identifies ways to continuously meet and/or exceed SDA service standards

**4.** **Administration and Business Development**
- Ensures all required materials and equipment are available for daily operations
- Reconciles materials and labour costs to ensure accurate invoicing
- Ensures work orders are processed on time for invoicing
- Prepares the monthly summaries for each customer Regional Maintenance Manager
- Identifies additional service opportunities to increase revenue
- Prepares and submits quotes for requests above or outside established criteria

**5.** **Team Supervision**
- Directs and supervises assigned maintenance technicians
- Ensures all team members receive required training including safe work practices
- Establishes performance standards
- Provides ongoing performance feedback and coaching in support of individual and company success
- Provides coaching and disciplinary action when needed

**6.** **Health & Safety Policies and Practices Champion**
- Fulfills the manager's responsibilities to ensure a healthy and safe workplace
- Ensures all team members follow their responsibilities of the SDA Health & Safety Policies and Practices, including
- Using, wearing, and maintaining all personal protective equipment and clothing required
- Reporting any potential or actual danger, hazard or infraction to their supervisor as soon as possible
- Reporting all incidents, accidents, workplace injuries or illnesses to their supervisor immediately
- Using all tools and equipment in a safe manner
- Following SDA company vehicle policies and procedures and SDA cellphone use policies and procedures

**7.** **Other**
- Additional duties as assigned

**What You Need to Succeed in this Role**
- Previous interior property maintenance and repair service delivery experience including fixture installation and repair; painting - interior & exterior; drywall installation & repair; vinyl composite and ceramic tile installation & repair, Marmoleum installation & repair
- Previous experience with retail facilities preferred
- Demonstrated experience in supervising others to deliver these services to a high standard
- A reputation for establishing and sustaining safe work practices
- Ability to work across the Ottawa and surrounding areas, depending on client site locations
- Strong attention to detail and excellent time management skills
- Passion for a job well done and making a difference
- Dependability, a strong work ethic, and self-motivation
- Ability to establish priorities and juggle changing priorities
- An approachable style with the ability to work with individuals in different roles and leadership levels
- Ability to lift tools and materials as part of daily tasks, up to 50+ lbs/23+ kg
- Capability to perform work requiring driving, standing, walking, crouching bending, kneeling as well as repetitive tasks
- Ability to effectively communicate detaile