Account Manager - General Maintenance and Construction

Job Description

Job Description

Account Manager – Drive Growth Across Hawaii’s Premier Facility Services Network

Company: Island Facility Services

Salary/Pay Rate: $50,000–$70,000 base salary, with eligibility for performance-based incentives and/or commission. Final incentive structure to be discussed during the offer process.

Location: Hawaii-based preferred. Hybrid/remote flexibility available depending on island location; regular inter-island travel required, up to 50%.

Job/Employment Type: Full Time

Project Scope : Commercial facility maintenance, construction, tenant improvements, HVAC, doors, and related service contracts across Hawaii

Mandatory Licenses & Certifications: None required

The Opportunity

The Account Manager is the day-to-day owner of a defined book of client accounts within the Facility Maintenance Division. This role is 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, every Account Manager sources subcontractors for their own work orders at the moment work arrives. There is no separate sourcing desk and no waiting on a third party. The AM 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.

This 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.

How You Will Make an Impact

Primary Objectives

• Own a defined book of accounts and deliver fast, accurate, professional service on every work order.
• Make clean, timely routing decisions (self-perform vs. subcontract) that protect both client SLAs and company margins.
• Source and manage qualified subcontractors for work the Trade Groups will not self-perform — using the shared partner database.
• Keep clients informed with timely status updates and proactive communication.
• Hand off accepted self-perform work cleanly and completely to Production so scheduling and execution are never delayed by incomplete information.

Key Responsibilities

• Account Ownership & Client Service
• 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.
• Routing Decision — Self-Perform vs. Subcontract
• 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.
• Subcontractor Sourcing & Partner Management
• 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-facing 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.
• Collaboration & Handoffs
• 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.
• Process Discipline — FM Fulfillment Engine
• 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 & Escalation

• 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.
• The Account Manager escalates to the Director of Facility Maintenance (same-day): 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.
• The Account Manager is consulted on: 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 the Director of Facility Maintenance’s 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.

Preferred Qualifications & Experience

• Bachelor’s Degree in Business, Marketing, Construction Management, or a related field.
• 5+ years of experience within facility services, general contracting, commercial maintenance, HVAC, doors, construction, commercial cleaning, or property services.
• Established network of contacts within Hawaii commercial real estate, facility management, retail, hospitality, government, healthcare, or property management.
• Experience using CRM tools, especially HubSpot, to manage pipelines, client communication, follow-ups, and revenue forecasting.
• Experience selling recurring service, maintenance, construction, or facility support contracts.

Compensation & Benefits

• $50,000–$70,000 base salary, with eligibility for performance-based incentives and/or commission.
• Bi-weekly pay cycle.
• Comprehensive health package including Medical, Dental, and Vision insurance.
• Paid Time Off for holidays, vacation, and sick leave.
• Professional technology package, including a company-provided smartphone or tablet.
• Travel support, including access to company vehicle, relocation assistance, and travel per diem where applicable.
• Internal training on Island Facility Services’ trades, service lines, safety standards, and client service expectations.

About Us

Island Facility Services is a leader in commercial maintenance, facility services, and construction across Hawaii. We operate 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.

We serve retail, hospitality, restaurant, government, healthcare, commercial real estate, and facility management clients throughout Hawaii. From maintenance and repairs to tenant improvements, doors, HVAC, and construction services, our team helps clients keep their facilities operating safely and efficiently.

Learn more at islandfacilities.com.

Island Facility Services is an Equal Opportunity Employer and does not discriminate on the basis of race, color, religion, sex, including pregnancy, gender expression, and sexual orientation, parental status, national origin, age, disability, genetic information, political affiliation, military service, or any other status protected by law or regulations. All qualified applicants will receive equal opportunity, and selection decisions are based on job-related factors.