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Regional Director of Technical Service Delivery

Company: ABM
Location: Houston
Posted on: June 12, 2021

Job Description:


Executes ongoing site visits in support of existing accounts and the ongoing pursuit of standardization and implementation of ABMWay / Center of Excellence / Service Delivery. Provides IFM guidance and manager mentoring by gauging site by site work processes to determine adherence to the ABMWay and contract specifications. The main objectives are to confirm service excellence and efficiency, effective worker performance and safety by performing the following duties.

Summarized Duties and Responsibilities include the following. Other duties may be assigned.

  • Supports new business pursuits and surveys as required and helps start / implement new accounts and establish ABMWay standards.
  • Supports CBR Meetings and ensures FOM KPI's are identified and continuously met.
  • Gathers information to evaluate current work processes in order to determine the flow of work, time requirements, costs, and duration.
  • Ensures and validates ABMWay programs improve the productivity and efficiency of the various work processes of the company.
  • Assesses current site and pursued new accounts' physical plant conditions and analyzes work order statistics to develops strategies in service approaches and quality of work.
  • Composes pricings for FOM post RFP/Prebid Tours
  • Applies various facilities management problem solving and productivity techniques to evaluate the improvement of recommended strategies and programs.
  • Advises and instructs others in continuous process improvements, including the use of various problem solving and productivity techniques such as process mapping and cost time management.
  • Supports ongoing customer care and service meetings and ensures Facilities Operations and Maintenance SLA's and KPI's are identified and continuously met.
  • Ensures and validates service methods and programs continuously evolve and improve the overall productivity and efficiency of the various M&O areas of the company.
  • Helps identify projects with the aim of customer / site improvements and potential for TAG revenues.
  • Focuses on safety and liability / risk mitigation.
  • Performs ongoing financial review and performance of accounts.
  • Develops programs to recognize and reward groups or individuals for suggestions and actions related to site care, customer support and ABMWay work quality.
  • Mentors and directs employee teams to build cohesiveness and improve the overall results of the respective site / contract deliverables.

Supervisory Responsibilities

This job has limited direct supervisory responsibilities however it does influence, and impact service outcomes and ongoing site surveys will be used to document existing efforts, recommend best practices and procedures, and formulate training needs for various site management and hourly staff.


To perform the job successfully, an individual should demonstrate the following competencies:


Collects and researches data; Uses intuition and experience to complement data; Designs workflows and procedures.


Generates creative solutions; Demonstrates attention to detail.

Problem Solving

Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.

Project Management

Coordinates projects occasionally; carries out start-up coordination and communicates / reports changes and progress.

Technical Skills

Assesses own strengths and weaknesses; Strives to continuously build knowledge and skills; Shares expertise with others.

Customer Service

Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments and enforces ABMWay.

Interpersonal Skills

Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others' ideas and tries new things.

Oral Communication

Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings and often presents integrated service solutions to prospective clients.

Written Communication

Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information.

Quality Management

Looks for ways to improve and promote quality; Demonstrates accuracy and thoroughness.

Organizational Support

Follows policies and procedures; Completes administrative tasks correctly and on time; Supports organization's goals and values.

Strategic Thinking

Develops strategies to achieve organizational goals; Understands organization's strengths & weaknesses; Identifies external threats and opportunities; Adapts strategy to changing conditions.


Exhibits sound and accurate judgment; Supports and explains reasoning for decisions; Includes appropriate people in decision-making process; Makes timely decisions.


Demonstrates persistence and overcomes obstacles. MUST be self-driven.


Prioritizes and plans work activities; Uses time efficiently; Develops realistic action plans.


Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.


Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality.


Meets productivity standards; Completes work in timely manner; Strives to increase productivity; Works quickly.

Safety and Security

Observes safety and security procedures; Determines appropriate action beyond guidelines; Reports potentially unsafe conditions; Uses equipment and materials properly.


Adapts to changes in the work environment; Manages competing demands; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events.


Is consistently at work and on time; Arrives at assignments and meetings and appointments on time.


Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments; Commits to long hours of work when necessary to reach goals.; Completes tasks on time or notifies appropriate person with an alternate plan.


Volunteers readily; Seeks increased responsibilities; Looks for and takes advantage of opportunities; Asks for and offers help when needed.


Meets challenges with resourcefulness; Generates suggestions for improving work; Develops innovative approaches and ideas; Presents ideas and information in a manner that gets others' attention.

Minimum Requirements


This role needs strong knowledge of plant, MEP Systems and trades management


To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience

Associate degree (A. A.) or equivalent from two-year college or technical school; or five + related experience and/or training; or equivalent combination of education and experience. Degree in Facilities Programming or Engineering preferred or a Master Licensed Trade or IFMA / BOMA Credentials.

Language Skills

Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

Mathematical Skills

Ability to work with mathematical concepts such as probability and statistical inference, and fundamentals of plane and solid geometry and trigonometry. Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.

Reasoning Ability

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Computer Skills

To perform this job successfully, an individual should have knowledge of:

Outlook Contact Management systems; Latest Versions of Internet Explorer or Firefox Internet software; Understanding of CMMS Modules and Inventory software; Strong proficiency in Excel Spreadsheet software and Strong Proficiency in Word and other MS Office Suite Programs / Word Processing software. Sound grasp of web based training modules.

Understanding of CMMS applications is essential as is Building Automation Systems experience.

Certificates, Licenses, Registrations

Current and clean driver's license

Technical Certification's including EPA universal cert. desirous and Trade School Certificates. Formal Trade Licensure such as Master Electrician, Master Plumber or Boiler Operator preferred.

Other Skills and Abilities

Extensive experience desired in all aspects of integrated facilities management and customer support.

Mechanical / electrical aptitude is a must.

Ability, skills and knowledge to train others in Safety and ABMWay Work Procedures / Policy in a classroom or web setting.

Other Qualifications

Must be able to temporarily relocate for startup and surveying endeavors.

60% Travel required including local, state and national when necessary.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is frequently required to use hands to finger, handle, or feel; reach with hands and arms and talk or hear.

The employee is often required to stand; walk or sit for extended periods.

The employee often is required to climb ladders or balance in high precarious locations including roofs, parapets, setbacks, MER penthouses and high reach plant and catwalks etc.

The position often is required to stoop, kneel, crouch, or crawl and smell.

The employee must frequently lift and/or move up to 25 pounds and occasionally lift and/or move up to 50 pounds and sometimes move loads of 100 pounds

Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this Job, the employee is frequently exposed to moving mechanical parts. The employee is occasionally exposed to high, precarious places; outside weather conditions; extreme cold; extreme heat; risk of electrical shock and vibration.

The noise level in the work environment is usually moderate but can be in spaces requiring proper PPE.

Keywords: ABM, Houston , Regional Director of Technical Service Delivery, Other , Houston, Texas

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