Manage staff, vendors, and contractors in a proactive, collaborative, customer-service centric culture, assuring that the team achieves business results to the highest standards of excellence and professionalism. Serve as a focal point of contact for a wide variety of Facilities services throughout multiple area sites. Oversee day-to-day Facilities Management and assist Global Real Estate and Facilities team with developing consistent processes, procedures and controls. Manage projects through measuring, monitoring and improving efficiencies wherever possible. Prepare analysis and drive the development of new processes as needed. Principal Duties and Responsibilities: 40 % • Facilities Management Operations o Manage and coordinate the daily activities of assigned site(s) and contract support vendors (outsourced functions). Oversee day-to-day facilities operations to ensure customer satisfaction including, training, monitoring and evaluating vendor performance. Initiate corrective actions if/when needed to ensure exceptional customer service at all times. o Ensure all building systems and redundancy equipment is operating effectively and efficiently at all times. Conduct routine inspections and ensure all deficiencies are remedied in a timely manner. Establish equipment service schedules that meet or exceed manufacturer’s recommendations and/or warranty guidelines. Track all costs for the following year’s budget process. o Ensure compliance with applicable building code as it relates to life/safety, OSHA and ADA. o Take charge of all Facilities emergencies and work with appropriate vendors to resolve issues as quickly as possible. Effectively communicate issues and status with colleagues and management as needed o Manage the operation of the reception desk and visitor management system; act as a liaison to the security personnel and access control security vendor to ensure effective and prudent building security with minimal impact on staff and guests o Recommend capital improvements, prepare and manage annual budget. Responsible for cost-effective execution of responsibilities within budget constraints. Review and code invoices and expense reports. o Negotiate contracts and service agreements with vendors and contractors. Ensure that vendors and contractors carry adequate insurance coverage and that SLAs and generals terms are met. o Manage and oversee all moves, adds and changes for offices and workstations o Organize and manage the deployment of existing and new processes. Direct deployment meetings, track tasks and perform follow-up activities to ensure deployment plans are effectively executed o Conduct risk assessments, effectively plan and document all changes. Responsible for preparing detailed methods of procedures and CRQs for all maintenance and repairs for the Americas region o Manage all asset inventory as required by Costa Rica Free Trade Zone authority. Interact with inspectors and ensure all Free Trade Zone documents, permits, licenses, etc. are in good standing at all times o Interact with the landlord’s property management office to establish and maintain a good working relationship o Assist site operations with project initiatives and special events o Ensure all site services are delivered efficiently (i.e. HVAC, Janitorial, Copier, Security, etc.) o Establish and maintain good partnerships with key HQ departments and staff, i.e. Purchasing, Global Real Estate and Facilities, HR, IT, etc. o Work closely with on-site IT staff to ensure UPS, Generator and other site infrastructure are properly maintained following established preventive and predictive maintenance programs 40 % • Leadership o Acts as liaison to local public utility, environmental, governmental and energy agencies as necessary o Create and lead a health and safety committee for Regional sites o Active member of the local condominium assembly o Effectively lead, train, motivate, and develop staff; manage relationships with vendor representatives o Serve as liaison/ambassador between Global Real Estate and Facilities and the employees to effectively communicate potential issues and resolutions in a timely manner. Engage management in decision making process when appropriate o Represent the Facilities department on the Global Change Management Board 20 % • Budgeting o Understand and oversee the site Facilities SG&A budget. Ensure costs are effectively controlled and targets are met on a monthly basis. Assist with the development of annual budgets and forecasts with supporting cost justification documentation o Effectively manage capital projects while optimizing Facilities Operations and expense control o Understand the process for generating purchase orders and processing all site related invoices in a timely manner Job Requirements: • Exceptional customer service skills • Exceptional communication skills, written and oral, with all levels within the organization as well as with outside partners and vendors • Speaks English proficiently • Speaks clearly and persuasively in positive and negative situations; listens and gets clarifications; responds well to questions; participates in meetings • Requires in-depth knowledge of financial terms and principles relating to facilities management and the ability to forecast and prepare budgets and reports summarizing financial, operating and capital performance data • Completion of an advanced degree in engineering, business or another related discipline preferred but may be substituted by progressive equivalent job experience • Broad knowledge of principles and practices of facilities operations, maintenance and management • Excellent PC and spreadsheet skills • Proven success with managing projects that deliver results • Proven negotiation, interpersonal and communication skills and the ability to collaborate with senior management • Ability to convey technical information orally and in writing in a clear and concise manner • Ability to take detailed notes and to write effective communications to employees, vendors, suppliers and contracted firms • Ability to prepare reports and presentations and to present alternative solutions, cost/benefit analysis and recommendations • Ability to communicate effectively with external constituents of the company • Ability to establish and maintain effective working relationships with the Global Real Estate and facilities team members, site management, vendors, inspectors and company employees • Understand when better or more cost effective vendor services may be available and pro-actively explore those opportunities, bring your recommendations to Sr. Director, Global Real Estate and Facilities for approval to implement • In-depth engineering knowledge and exceptional communication skills to be able to present changes for critical equipment • 10+ years of experience in Facilities Management or related field Working Conditions: The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. It is not designed to be utilized as a comprehensive list of all duties, responsibilities, and qualifications required of employees assigned to this job.