Assistant Facility Manager (AFM)

JLL - Charlotte, NC

Full-time - Mid Level

Charlotte, NC

10,001+ employees

Real Estate

About the position

The Assistant Facility Manager (AFM) at JLL plays a crucial role in supporting the infrastructure and operations team on the Belk account, with a focus on delivering world-class operational service to clients. This position is designed to provide dedicated support to the Facility Manager (FM) in a specified region, overseeing maintenance activities across approximately 100+ locations. The AFM will collaborate with the FM, subcontractors, and customers to ensure that all necessary resources are identified, planned, organized, and scheduled efficiently prior to execution. This role requires a clear communicator, both verbally and in writing, and demands a highly organized individual with effective time management skills. The AFM must demonstrate a willingness to learn and adapt, working independently to orchestrate efforts that ensure a first-class customer experience. In day-to-day operations, the AFM will work closely with the FM to manage the delivery of maintenance and repair services, ensuring client satisfaction with facility management services. Responsibilities include assisting in budget management, overseeing building automation systems, maintaining building documentation, and managing preventive maintenance programs. The AFM will also conduct building audits, prioritize work requests, and create work orders as needed, ensuring that all work order data is accurately stored and maintained to support business decisions. The role involves daily reviews of work orders to ensure impeccable performance and superior customer service, as well as supporting service providers during emergencies. The AFM will also be responsible for monitoring site KPIs, leading monthly conference calls with business partners to discuss vendor performance, and recommending continuous quality improvement practices. This position requires the ability to develop effective response plans based on customer feedback and to support long-term operational opportunities. The AFM will coordinate with client representatives to understand their needs and ensure that work schedules accommodate negotiated downtime windows. Additionally, the AFM will assist in developing and managing the Preventative Maintenance program, including HVAC systems and fire life safety systems, and may be required to work after hours or on weekends as needed.

Responsibilities

• Work with Facility Manager to oversee the delivery of maintenance and repair services.
• Ensure client satisfaction with delivery of Facility Management services and provide a lead role in monitoring and increasing customer satisfaction.
• Assist in the management of the operating budget.
• Manage building automation systems, building documentation, and the preventive maintenance program.
• Assist in the completion of building audits.
• Review and prioritize requests for work and create work orders as needed.
• Oversee daily work order review and follow up on work orders to ensure impeccable performance.
• Review closed work order data to assure proper updates and escalate unresolved issues.
• Review routine and scheduled work orders and discretionary spend work orders in Corrigo.
• Support service providers on emergency needs.
• Assist the FM in meeting or exceeding Site KPIs and monitor SLAs monthly.
• Set up and lead monthly conference calls with Business Partners to discuss vendor performance and updates.
• Recommend continuous quality improvement practices and provide quality analysis of customer feedback.
• Develop effective response plans and implement them as needed.
• Support the account on long-term operational opportunities.
• Communicate with work order requesters and estimate labor resources for work orders.
• Develop monthly/quarterly reporting and assist with updating service provider matrix.
• Coordinate with Account Team to source new Business Partners for client services.
• Capture and provide discretionary spend reports to the customer for review.
• Assist in developing and managing the Preventative Maintenance program execution.

Requirements

• Strong administrative skills.
• Fluency with Microsoft Applications.
• Critical thinking skills and strategic planning ability.
• Understanding of capital and expense financial planning.
• Familiarity with project management.
• Knowledge of vendor management.
• Ability to read building, plumbing, and mechanical drawings is a plus.
• Possess leadership skills and strong communication skills in a client-based environment.
• Experience in facility management and managing CMMS/work order applications.

Nice-to-haves

• Experience in commercial real estate or skilled trades.
• Ability to work without direct supervision.
• Willingness to learn and adapt to new challenges.

Benefits

• Comprehensive benefits package prioritizing mental, physical, and emotional health.
• Supportive culture for personal well-being and growth.