Account Manager

Location

Thunder Bay, ON | Canada

Job description

Scandinavian Building Services Ltd. is a leader in providing comprehensive janitorial and building maintenance services throughout Canada. We are committed to delivering exceptional service and value, continually innovating to meet and surpass our customers' cleaning service expectations.

Job Duties:

We are recruiting an Account Manager to oversee client services primarily in Thunder Bay and other cities within the Northwest Ontario Region. The Account Manager will serve as the primary point of contact for the company, bridging our clients with our service delivery teams. This role is responsible for performing regular inspections as our contracts require, ensuring service delivery aligns with contractual obligations and our high standards. The successful candidate will also manage ongoing contracts and support the expansion of our client base in the region. The job duties are:

Operations Management

• Follow the company's values and mission.
• Responsible for operational activity: plan, direct, organize, and control all cleaning services in the region
• Schedule oneself on the monthly on-call schedule with your team leader.
• Create, evaluate, and test new service processes, procedures, and equipment.
• Continually evaluate and monitor area management to ensure performance and services are being met, and company compliance is fulfilled as required.
• Oversee the completion and appropriate department filling of all company reports (accidents, incidents, damages, etc.)
• Develop and maintain preventative maintenance methods, build new and improved performance methods, and enhanced cleaning techniques, systems, and skills.
• Create and maintain improvement initiatives that interface with all levels of the company.
• Initiate appropriate recourse if company policies and procedures are not met as required.
• Complete all forms for Accounting, Human Resources, and Operations as needed.
• Assist with new account set up, tailoring customer service requirements and negotiating customer rates to ensure the lowest possible cost.

Customer Relationships

• Build strong relationships with clients, responding with a sense of urgency following the 10-1-24 program.
• Retrieve all signoffs from clients for requested work and complaints.

Site Inspections

• Use the ScandiTRAC app, and other tools as required, to conduct site inspections at all assigned contract sites as required.
• Ensure that the facility is cleaned in accordance with the contract requirements and the company's quality expectations.
• Escalate any concerns regarding site inspections to the Regional Director.
• Assist with and enforce that all on-site inventories and Janitor Rooms are kept orderly and clean.

Service Contracts

• Negotiate, administer, and manage local service contracts in conjunction with the Regional Director, ensuring financial viability.
• Ensure that existing service contracts are upheld and maintained in accordance with the contract terms.
• Maintain awareness of the end date of existing service contracts, allowing for new ones to be negotiated.
• Look for opportunities to complete ad hoc jobs.
• Responsible for invoice control, budgeting, profit, and reconciliation of all accounts on a monthly, quarterly, and annual basis.

Financial Administration

• Manage the monthly and annual budget forecasts and processes.
• Build strategic service models to maximize results to minimize expense.

Employee Oversight & Management

• Communicate with staff to resolve performance and personnel problems; discuss and implement company policies and procedures.
• Assist and encourage staff to provide solutions and ideas to problems when they arise.
• Screen and hire janitorial applicants, interview applicants, and perform management orientations with HR direction.
• Provide written and verbal warnings as required.
• Provide recognition and acknowledgement when achieved.
• Hiring, termination processes and ad hoc job procedures.
• Re-assign and terminate employees when required.
• Initiate appropriate recourse if company policies and procedures are not met as required.
• Follow all HR and Support policies and processes.

Terms of Employment: Permanent, full-time position with a 40-hour work week. The role requires flexibility to respond to the needs of the business, which may include early mornings, evenings, weekends, overnight shifts, and holidays. The schedule is highly variable and dependent on the clients' needs, as well as any required contract supervision.

Language of Work: English. Excellent written and oral communication skills.

Wage: CAD 45.67 per hour.

Benefits: Extended medical and dental insurance, life insurance, long-term disability, accidental death and dismemberment coverage, and an annual health care spending account.

Vacation: 3 weeks of vacation annually with vacation pay equal to 6% of gross wages. The entitlement to vacation days and pay increases after four years.

Locations of work: Thunder Bay, Ontario. This job is highly mobile and necessitates travel to various client sites. It involves approximately 80% of daily travel within Thunder Bay and up to 20% travel to the cities of Fort Frances, Dryden, and Kenora in the Northwest Region of Ontario (which falls within the manager's area of responsibility). The company will provide a monthly gas allowance of CAD 600.

Education: No formal education requirements.

Work Experience: A minimum of 2 years in a management or leadership role with direct reports, coupled with at least 2 years in the janitorial industry. These experiences can overlap, fulfilling both criteria simultaneously.

Qualifications, Skills and Abilities:

• Must maintain a reliable vehicle and driver's license that meets the company's requirements; must have a good driving record with no major offences.
• Subject matter expert in commercial cleaning including, but not limited to, trash removal; dusting; cleaning restrooms, break rooms, offices, and conference rooms; sweeping and mopping floors; vacuuming floors; window washing; buffing floors; stripping and waxing floors; stone care; carpet cleaning; carpet spotting; and upholstery cleaning.
• General understanding of financial principles, including budgeting and profitability.
• Strong delegation skills with the ability to motivate and resolve employee issues.
• Excellent customer relations and problem-solving skills.
• Demonstrated dependability with the ability to work flexible hours and travel (possible overnights and weekends required).
• Must be able to work under pressure with a sense of urgency.
• Experienced in hiring, onboarding, training, and performance management.
• Intermediate computer skills, including PowerPoint, Outlook, Word, and Excel.
• The ability to work with multiple different software platforms/apps.

Start Date: As soon as possible

Number of Vacancies: 1

Contact Information: Scandinavian Building Services Ltd operates throughout Canada, servicing multiple provinces, and is headquartered in Alberta. Our Ontario business address is 13, 115 Woodstream Blvd., Woodbridge, ON L4L 8K5. Further information about our company and services can be found at

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Salary