Director of Facility Services Group (FSG)

Summary: Strategically responsible for Divisions sales, order fulfillment, financial results, team member satisfaction and overall customer satisfaction. Create and implement the Divisions annual Business Plan. Provide leadership and management to support the execution of the Business Plan and a positive work environment to maximize team member satisfaction, growth, and development. Tactically, provide day-to-day management and supervision for Project Coordinators, Customer Account Managers, and Salespeople. Provide procedural leadership for the Team and maintain a positive working relationship with supporting departments.

Primary Duties And Responsibilities

• Create and implement annual FSG Business Plan, FSG Sales Forecast, and customer-specific Account Plans.
• Conduct Executive Reviews for key accounts and building customer relationships through sales and customer-focused activities throughout the year.
• Hire, train, develop, and provide on-going feedback to Project Coordinators, Customer Account Managers, and assigned sales staff.
• Evaluate and implement opportunities for expanded services, increased efficiencies, and decreased costs to increase revenue and/or profit margins.
• Develop and document key policies and procedures for how work is to be performed at key accounts.
• Evaluate and implement opportunities for continuous improvement.
• Responsible for overall customer satisfaction. Specifically:
• Obtain "meets or exceeds expectations" scores on applicable FSG customer-provided scorecards, reports, etc.
• Obtain an average score of 8.5 on returned Storr customer surveys including specific order as well as semi-annual relationship surveys.
• Lead and ensure fulfillment of departmental quarterly Customer Satisfaction bonus goals.
• Lead FSG customer loyalty activities such as semi-annual Customer Appreciation events.
• Continuously train to Sundown Rule.
• Responsible for team member satisfaction.
• Other duties as assigned by the General Manager
  
  

Substantial Department Goals

• Achieve quarterly and Annual sales forecast.
• Achieve 8.5% or better Team Member Satisfaction Score in annual survey.
• Achieve an average score of 8.5 on returned Customer Satisfaction and Relationship surveys.
• Achieving divisional zero sell goal.
• Achieve Project Coordinator and CAM billable service rate of >80%.
• Keep Quarterly Operating expenses within budget.
• Hold quarterly Work Compass updates with all direct reports.
  
  

Supervisory Responsibilities

Supervise all Project Coordinators, Customer Account Managers, and assigned Salespeople.

Education And/or Experience

• Four-year degree in Business Administration or Interior Design from a FIDER accredited university
• 3-5 years of proven, progressive leadership and management skills
• Minimum of 8 years combined experience: design, project management in the commercial furniture industry, sales experience preferred.
  
  

Language Skills

Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

Mathematical Skills

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs. Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry.

Reasoning Ability

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Other Skills

Ability to use a scale, read installation plans, and use tape measure. Ability to work effectively in a team environment. Ability to read and analyze departmental, accounting, and financial reports. Proven organizational and follow-through skills. Excellent communication and interpersonal skills. Ability to build consensus. Ability to identify and solve problems creatively as well as logically. Ability to lead.

Physical Demands

• Ability to lift 10-20 pounds, sit or stand for long periods of time. Required to type reports and drive to customer locations. Must be able to communicate with customers via the phone. This is a position that may be required to work a limited amount of overtime including nights, weekends, and holidays.
• A valid North Carolina (or other state-issued) driver's license is required.
  
  

Related Training Documents

FMC folder on the G drive. Customer account information such as contracts, customer-supplied forms, and standards. Steelcase GWS (FMC) instructional, process, and account-specific information, binders, and CDs. Product specification manuals.

Applicable ISO Procedures

• TBD Safety training
• Fire Safety training
  
  

Career Path

Vice-President

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