Account Manager - General Maintenance and Construction

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

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.

• 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.

• 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.
• P…