About Us:

EMCOR Facilities Services (EFS), an EMCOR core business, services over 1 billion square feet of commercial space across the United States. From corporate campuses to single sites, EFS provides a range of services that support mission-critical areas of financial services, manufacturing, pharmaceutical, transportation, and education sectors

Job Title: General Manager – Customer Solutions Center

Job Summary: 

The General Manager has overall responsibility to lead and direct all core functions of the Customer Solutions Center, including performance and productivity of the entire Operations Team and the Call Center.  The General Manager is the primary driver in development and execution of organizational strategy, providing the leadership, management and oversight of the Customer Solutions Center to ensure it delivers effective, efficient and continually improving support to EFS customers.

Essential Duties and Responsibilities:  

• Oversee the hiring process for all personnel in the Customer Solutions Center. Partner with the EFS Recruiting Team, Human Resources Team and contracted sourcing agencies to source talent, review resumes, conduct interviews, extend offers, and onboard new hires
• Oversee the planning and execution of training for all members of the Customer Solutions Center. This includes all Facilities Coordinators, Facilities Managers, Operations Managers and Call Center staff
  • Review existing training programs, looking for opportunities to enhance and improve engagement, learning and retention.
  • Ensure that training facilities and resources are available
  • Ensure that training materials and programs are current, accurate and relevant to the changing needs of our customers
• Oversee the performance and productivity of the Customer Solutions Center
  • Provide focus and alignment between the organization’s goals and the employees’ roles at every level of the team
  • Responsible for supervision of all assigned personnel, including work allocation, time allocation, training, problem resolution, performance evaluation, performance improvement, and productivity
  • Motivate employees to achieve peak productivity and performance
  • In partnership with Human Resources Team, make recommendations for disciplinary actions and performance improvement plans
  • Provide strong, dynamic leadership that mentors, develops, and guides junior leaders and teams to ensure the highest quality of service is provided to customers
  • Review contract requirements and provide operational direction to the team
  • Develop a collaborative relationship with the customer in order to understand customer needs and translate into business opportunities
  • Develop metrics and reporting to document employee performance and productivity, and to facilitate analysis of performance trends
  • Review metrics and identify areas of improvement to improve employee performance, work habits
  • Oversee development and implementation of specific employee improvement plans that provide coaching, training, support, time, and resources to help teammates succeed
  • Develop, implement and maintain effective internal and external Quality Assurance (QA) programs fostering continuous improvement and exceeding Service Level Agreements (SLA)
• Oversee employee satisfaction in the Customer Solutions Center
  • Oversee employee relations and ensure a positive work environment that offers coaching, support, and compliance with company policies and employment laws
  • Reinforce company values and culture by ensuring they are incorporated into everything that we do
  • Develop and implement strategies to improve engagement, retention, recognition, learning, development, diversity, wellness and other activities aimed at creating a positive and balanced work environment
• Safety. Promote a positive safety culture by fully complying with all safety policies and procedures, and applicable federal, state and local regulations
  • Ensure employees complete 100% of all required ACTS/safety courses throughout the year
• Any other duties as requested by direct supervisor and/or senior leadership

Qualifications:  

• Bachelor’s Degree or equivalent
• Three to five years of Operations Management experience with preferred emphasis on facilities services, vendor management, or a combination of experience related to the duties and responsibilities specified
• Strong communication, decision-making and team management skills are a must
• Demonstrated customer focus and high level of interpersonal and organizational skills
• Ability to read, analyze and interpret common technical journals, financial reports, and legal documents
• Ability to respond to common inquiries or complaints from customers, regulatory agencies, or members of the business community
• Ability to effectively present information to executive management, public groups, and/or boards of directors
• Ability to define problems, collect data, establish facts, and draw valid conclusions
• Proficiency with Microsoft Office products
• Knowledge of operational and process improvement measures
• Execution-based mindset
• Project management skills
• Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems
• Carry out supervisory responsibilities in accordance with the organization's policies and applicable laws
• Occasional travel may be required

Notice to prospective employees: There have been fraudulent postings and emails regarding job openings. EMCOR Group and its companies list open positions here. Please check our available positions to confirm that a post or email is genuine.

EMCOR Group and its companies do not reach out to individuals to help with marketing or other similar services. If an individual is contacted for services outside of EMCOR’s normal application process – it is probably fraudulent. 

We offer our employees a competitive salary and comprehensive benefits package and are always looking for individuals with the talent and skills required to contribute to our continued growth and success. Equal Opportunity Employer/Veterans/Disabled