Field Service Consultant

Field Service Consultant Job Description – JAN-PRO of the Triad Delivering Excellence in Commercial Cleaning Services Position Overview The Field Service Consultant at JAN-PRO of the Triad plays a pivotal role in ensuring the seamless delivery of commercial cleaning services across client accounts in the Triad region. This position combines operational oversight, customer relationship management, quality assurance and commercial account sales. The Field Service Consultant acts as the vital link between franchise owners, clients, and the JAN-PRO organization, guaranteeing that service standards meet and exceed expectations. *Formal discussion and interviews for this role are expected to be commence the week of November 16 th , 2026. Key Responsibilities Operational Management: Oversee the daily operations of assigned accounts, coordinating cleaning schedules, managing resources, and responding to emergent client needs. Ensure all JAN-PRO standards and safety protocols are maintained on every job site. Team Leadership and Development: Supervise, mentor, and support a diverse team of cleaning staff and franchisees. Conduct regular meetings and field visits to provide coaching, performance evaluations, and training for continuous improvement. Quality Assurance: Perform routine and spot inspections of client facilities to ensure superior service quality. Address deficiencies promptly, develop corrective action plans, and implement process improvements as necessary. Focus on reaching and exceeding an average of 9.0+ customer satisfaction score Customer Relationship Management: Serve as the main point of contact for clients, addressing concerns, resolving issues, and maintaining long‑term positive relationships. Conduct regular check‑ins and respond to feedback with professionalism and urgency. Retention of customer accounts and pro‑active relationship management to avoid cancellation of services is of paramount importance. Focus on 99% or better customer retention ratio (as determined by a % of monthly billings) Cleaning Services Consulting Scheduling and management of new account start‑ups – participate in first night cleaning as needed (generally after hours) Consulting and follow up of all special cleaning service/work orders with customers and CBOs Verify successful processing of special services in Lodestar and ensure timely billing upon completion (coordination of CBO completion, customer sign off and processing in Lodestar). Specials completed in a given month must be submitted through Lodestar by no later that the 10 th of the following month to be included in the CBO payout for the month of completion. Failure to do so will require accountability and discussion with the CBO, as well as potential delays in commissions. Sales and Business Development: Proactively educate, propose and sell special services cleaning (revenue) opportunities with customers (floor work/maintenance, carpet extraction, window cleaning, pressure washing, upholstery cleaning and deep cleaning). In addition to selling special services, it is imperative to successfully coordinate services with franchise owners and customers, and follow up with all stakeholders to ensure successful completion and invoicing. Administrative Functions: Track and report key performance indicators, maintain accurate records of inspections, client communications, and team performance. Prepare reports for senior management and contribute to strategic planning initiatives. Document ALL client communications in Lodestar without delay Compliance and Safety: Ensure compliance with local, state, and federal regulations concerning workplace safety, cleaning chemicals, and procedures. Conduct safety training and enforce proper use of personal protective equipment (PPE). Inventory and Supplies Management: Monitor inventory levels of cleaning supplies and equipment, coordinate timely resupply, and manage vendor relationships to maintain cost efficiency. Manage sale of equipment, cleaning products and consumables to CBOs and cleaning service customers in your portfolio. Franchise Owner - CBO Coaching Certification and coaching of new CBOs with ongoing regular support to assist in their success Provide constructive feedback and ongoing training to CBOs assigned to you, promoting the highest level of Brand Standards Maintain consistent process for all requisite documentation and communication needed to launch and manage customer cleaning service accounts for JAN‑PRO and CBOs Timely management of processing and documentation of all transfer activity within accounts Manage an equitable, consistent and timely process for the assessment of penalty fees related to inconsistent performance and or lack of adherence to Brand Standards. This includes ensuring timely responses of customer issues by CBOs. Manage the sale of equipment and products to CBOs (requires the development of equipment knowledge base) Document all franchisee communication in Lodestar in a consistent and timely manner Qualifications Experience: Minimum 3 years of B2B experience in either account management, facility services, janitorial supervision, or related field service roles. Experience with franchise systems or commercial cleaning is preferred, but not required. 3-5 years of B2B business experience preferred (other industries) Experience in managing customer account relationships required Education: High school diploma or equivalent required; Associate’s or Bachelor’s degree in Business Administration, Facility Management, or related field is an asset. Skills: Excellent leadership and team-building abilities Exceptional communication, problem-solving, and customer-service skills Organizational skills with the capacity to manage multiple accounts and priorities simultaneously Familiarity with janitorial equipment, cleaning chemicals, and industry best practices Proficiency in Microsoft Office Suite and scheduling software Prior experience with CRM system preferred Valid driver’s license and reliable transportation Certifications: Cleaning industry certifications (e.g., ISSA, OSHA) are advantageous but not mandatory. Results-driven and goal-oriented Attention to detail and commitment to quality Adaptability in a fast‑paced and dynamic environment Strong interpersonal skills for interacting with clients, staff, and vendors Proactive approach to problem identification and resolution Perform frequent on‑site inspections to monitor service quality and safety compliance Assist CBOs to schedule and coordinate cleaning services for new and existing accounts Investigate and resolve customer complaints, ensuring satisfaction Provide hands‑on support and training to franchisees and cleaning crews Support sales and business development efforts by participating in account transitions and presentations as needed Key Performance Indicators (KPIs) and minimum activity standards will be tracked monthly and include minimum levels of activities and KPIs that must be performed as part of the position. These include, but are not limited to: # of monthly on‑site customer audits $ of special services closed for the month, both new sold and recurring Cancellations/account retention (max target of 1% of portfolio Regular Service (RS) billings KPIs are subject to revision by Management and will be communicated Work Environment and Physical Demands Field‑based role with frequent travel to client sites across the Triad region (Greensboro, Winston‑Salem, High Point, and surrounding areas) Flexibility to work evenings, weekends, and respond to emergency situations as necessary Ability to stand, walk, lift (up to 40 lbs.), and perform hands‑on cleaning tasks when required Valid driver's license and ability to operate a moto vehicle (driving record to be reviewed) Commissions Field Service Consultants are eligible to earn commission on special services, regular services and other revenue generating activities, as outlined in the most current Field Service Consultant Commission & Bonus Schedule (to be provided at subsequent round of interviews). Career Growth and Development JAN-PRO of the Triad values the continuous professional development of its team members. Field Service Consultants will have access to industry certifications, leadership training, and opportunities for advancement within the organization. The role is ideal for those passionate about operational excellence, customer service, and building high‑performing teams in the commercial cleaning industry. Retirement plan (no vesting restriction and fully portable) Competitive salary and attractive commission structure for new revenue generation Target total annual compensation range of $50,000-$65,000 including commissions and bonus opportunities with upside available based on revenue generation performance Company‑wide bonus based on team performance Company fleet vehicle and fuel card Company iPhone, Laptop and iPad for productivity Health insurance Vision insurance Company paid Life Insurance and AD&D Opportunity for advancement Competitive PTO and Vacation time off Comprehensive ongoing training and professional development opportunities National level brand and vendor events with opportunities to connect and visit other JAN-PRO regional offices around the U.S. #J-18808-Ljbffr JAN-PRO in Greensboro, Winston-Salem & High Point