Assistant Facility Manager / Product Support Specialist

JLL empowers you to shape a brighter way.  

Our people at JLL are shaping the future of real estate for a better world by combining world class services, advisory and technology for our clients. We are committed to hiring the best, most talented people and empowering them to thrive, grow meaningful careers and to find a place where they belong.  Whether you’ve got deep experience in commercial real estate, skilled trades or technology, or you’re looking to apply your relevant experience to a new industry, join our team as we help shape a brighter way forward.   

Assistant Facility Manager / Product Support Associate – JLL

What this job involves:

The Assistant Facility Manager / Product Support Associate serves as a critical liaison between clients, account teams, and service providers to deliver exceptional facilities services. In this dynamic role, you'll ensure seamless resolution of issues while maintaining the highest standards of customer service. You'll orchestrate daily operations, drive client satisfaction initiatives, and lead performance improvements that directly contribute to JLL's commitment to operational excellence. This position offers the opportunity to build meaningful client relationships while managing diverse teams and complex projects in a fast-paced environment.

What your day-to-day will look like:

• Monitor and supervise daily call center operations, receiving and coordinating maintenance repair calls including scheduling, follow-up, quote preparation, and post-service activities

• Review and prioritize open work orders based on age, status, and urgency; ensure 95% of all assigned work orders are actioned promptly

• Communicate with clients daily via phone, email, and various system platforms to maintain superior relationships and ensure timely, satisfactory completion of work orders and special projects

• Train, mentor, and evaluate support center representatives, monitoring calls to improve quality, minimize errors, and guide team members through challenging situations

• Effectively plan and allocate resources (people, supplies, technology) to maximize productivity while preparing and managing schedules and shifts

• Collaborate with Operations Managers, Account Managers, Category Managers, Service Providers, and Facilities teams to resolve problems and manage complex client projects from initiation to successful completion

• Develop and implement strategies to increase customer satisfaction, call center productivity, and overall staff performance through assessment of metrics and cost analysis

Required Qualifications:

• Proven experience in facilities management, call center operations, or customer service leadership roles

• Strong organizational skills with demonstrated ability to prioritize and manage multiple tasks simultaneously in high-pressure environments

• Excellent communication and interpersonal skills with proven track record of developing and maintaining client relationships

• Experience with work order management systems and facilities management software

• Demonstrated leadership capabilities including team training, mentoring, and performance evaluation

Preferred Qualifications:

• Knowledge of conflict resolution and problem-solving techniques in customer service contexts

• Experience preparing reports and analyzing operational metrics for senior leadership

• Familiarity with service provider coordination and vendor management

• Background in project management and complex project delivery

• Experience with scheduling optimization and resource planning

51,000.00 – 85,000.00 CAD per year

This range is an estimate and actual compensation may differ. Final compensation packages are determined by various considerations including but not limited to candidate qualifications, location, market conditions, and internal considerations.

Location:

Remote –Calgary, AB, Toronto, ON

Opening Type:

New Role

If this job description resonates with you, we encourage you to apply even if you don’t meet all of the requirements.  We’re interested in getting to know you and what you bring to the table!

At JLL, we harness the power of artificial intelligence (AI) to efficiently accelerate meaningful connections between candidates and opportunities. Using AI capabilities, we analyze your application for relevant skills, experiences, and qualifications to generate valuable insights about how your unique profile aligns with the specific requirements of the role you're pursuing.

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Jones Lang LaSalle (“JLL”) is an Equal Opportunity Employer and is committed to working with and providing reasonable accommodations to individuals with disabilities.  If you need a reasonable accommodation because of a disability for any part of the employment process – including the online application and/or overall selection process – you may email us at HRSCLeaves@jll.com. This email is only to request an accommodation. Please direct any other general recruiting inquiries to our Contact Us page > I want to work for JLL.