Facility Maintenance Account Manager

About the role

The Account Manager is the day-to-day owner of a defined book of client accounts within the Facility Maintenance Division, responsible for the full customer lifecycle on those accounts — from work-order intake and scoping through quoting, routing decisions, client communication, and close‑out. Under the approved structure, each Account Manager sources subcontractors for their own work orders at the moment work arrives, makes the self‑perform vs. subcontract decision, uses the shared vetted trade‑partner database, protects margin, and hands clean self‑perform work to the Production Department. The role reports directly to the Director of Facility Maintenance and works in close partnership with the Virtual Assistant team that supports invoicing, portals, work‑order creation, and dispatch. Primary objectives include owning a defined book of accounts and delivering fast, accurate, professional service on every work order; making clean, timely routing decisions that protect client SLAs and company margins; sourcing and managing qualified subcontractors using the shared partner database; keeping clients informed with timely status updates and proactive communication; and handing off accepted self‑perform work cleanly and completely to Production so scheduling and execution are never delayed by incomplete information. The position serves commercial facility maintenance, construction, tenant improvements, HVAC, doors, and related service contracts across Hawaii. Island Facility Services is a leader in commercial maintenance, facility services, and construction across Hawaii, operating with a True Ohana culture where Aloha in Action is at the heart of everything we do. Our team is built on quality, responsiveness, and the ability to support commercial clients across the islands with urgency and care, serving retail, hospitality, restaurant, government, healthcare, commercial real estate, and facility management clients throughout Hawaii.

Responsibilities

• Own intake, scoping, and initial response for every work order on assigned accounts.
• Prepare accurate quotes and ensure all required paperwork, NTE information, and client documentation are complete before acceptance.
• Serve as the primary day‑to‑day contact for assigned clients — status updates, questions, and issue resolution.
• Drive work orders through to completion and close, including change‑order handling when required.
• Escalate client or margin issues that cannot be resolved within authority to the Director of Facility Maintenance same‑day.
• At the moment a work order arrives, decide whether the work will be self‑performed by a Trade Group or subcontracted.
• Route accepted self‑perform work immediately and completely to the Production Department (Keen / Sadie) with all required information.
• When subcontracting, source the trade partner directly from the shared vetted database — no handoff to a separate sourcing role.
• Apply dual‑credit rules correctly so both the booking Trade Group and the AM subcontracting scoreboard receive proper credit when work is subbed.
• Use the shared trade‑partner database (licenses, COIs, rates, trades, islands, performance notes) maintained by the VA team.
• Onboard new partners as needed following the qualification checklist; ensure licenses and COIs are verified before dispatch.
• Protect margin discipline: target 20–30% GM on subcontracted work. Any sub quote that lands below 20% GM must go to the Director of Facility Maintenance before it is presented to the client.
• Own the client‑side fix and drive back‑charges to the subcontractor when warranty or callback work arises on subbed jobs.
• Contribute to the continuous improvement and expansion of the partner network so capacity remains reliable.
• Maintain real‑time, clean handoffs of self‑perform work to Production so the schedule board is never waiting on missing information.
• Participate in the weekly capacity & backlog review with the Director of Facility Maintenance, fellow AMs, Sadie, and Carlos.
• Coordinate with the Virtual Assistant team on invoicing, portal submissions, work‑order creation, vendor paperwork, status updates, and dispatch.
• Support the Business Developer relationship activity on assigned accounts so service delivery and growth efforts stay aligned.
• Follow the Facility Maintenance Fulfillment Engine decision paths for intake, onboarding, SOW sufficiency, NTE, paperwork, acceptance, change orders, and close.
• Ensure all required documentation is complete and accurate before work is accepted or routed.
• Protect the integrity of the dual‑credit and “sub it out, keep the credit” rules so scoreboards remain fair and transparent.
• Decision Authority: The Account Manager decides self‑perform vs. subcontract routing on their own work orders; selection of qualified subs from the shared database; day‑to‑day client communications and status updates within normal parameters; quote preparation within established guidelines.
• Escalation (same‑day to Director of Facility Maintenance): Any sub quote below 20% GM; inability to find a suitable sub or meet an SLA; client expectation resets that affect pricing or scope; margin or relationship issues that cannot be resolved at the AM level; capacity conflicts that require reallocation across AMs.
• Consultation: Production capacity constraints that affect delivery promises on their accounts, and Business Development activity involving their clients.
• Success Metrics: Response time on assigned accounts (quote / acceptance / status updates); on‑time completion rate for work owned by the AM (>90% target); margin discipline on subcontracted work (20–30% GM target; zero quotes presented below 20% without Director approval); contribution to the shared trade‑partner database (new vetted partners onboarded); quality and completeness of handoffs to Production (measured by reduced open days from acceptance to scheduled start); client satisfaction and retention on the assigned book; contribution to the FM Division’s overall subcontracting revenue and eligibility gates.

Requirements

Mandatory Licenses & Certifications: None required.

Qualifications

• Bachelor’s Degree in Business, Marketing, Construction Management, or a related field.
• 5+ years of experience within facility services,