Facilities Manager - Facilities Control Center Manager

Customer Service (35%)

• Serve as the initial point of contact for all Facilities Customers.

• Management of daily FCC processes for all Facilities Services.

• Scheduling contracted services, based on preventive maintenance schedules through coordination with campus departments and student schedules.

• Campus notifications of emergency and scheduled shut- downs.

• Resolve problems and questions from various departments on campus regarding work order schedules, work statuses and feedback.

• Respond to all voicemails, e-mails, phone calls and direct interface concerns from campus staff, students and faculty.

• Conduct bi- yearly customer surveys.

• Coordinate event and moving needs for customers and ground supervisors including scheduling, managing details and tracking of work.

Process Improvement Management and Compliance (25%)

• Responsible for collecting accurate data, analyzing the data and facilitating process improvement initiatives with various teams.

• Report bi-monthly on performance indicators presented in productivity meeting.

• Identifying areas of improvement through feedback from customers, employees and managers.

• Coordinate with project managers to ensure asset records are submitted at project completion and entered into IWMS.

• Track the condition of assets and report out to communicate upcoming replacement needs.

• Responsible for managing the assembly permit process with the SFMO.

• Responsible for tracking data to show compliancy for refrigerant management and generator regulations.

• Work closely with EH&S to ensure safety protocol is being followed for work on sensitive equipment on campus that require shutdown procedures.

• Responsible for Key Control audits, adding key requesters and key pool managers.

• Responsible for the mobile device management for Operations tablets and cell phones, setting up and tracking the devices and resetting when devices are returned.

Supervising of Staff (15%)

• Responsible for direct supervision, training, and evaluation of FCC staff responsible for Facilities Operations.

• Responsible for coaching, development, and mentoring employees.

• Responsible for the oversight of timecard/time off approvals.

• Auditing quality of work including work order accuracy and customer service levels.

• Conduct monthly 1:1 meetings with each employee.

• Coordinate the hiring and onboarding process for new employees.

• Directly responsible for employee performance management, including following processes for employee discipline should issues occur.

• Communicating to staff regularly about procedure changes, upcoming work that would effect our customers and personnel changes.

Management of IWMS Operations and Management (20%)

• Responsible for the following Modules within O&M: Work Management, Assets, Preventative Maintenance, Human Resources, Time and Attendance and support of some Property, Lock and Key and Contract Management.

• In all modules, responsible for IWMS data integrity, procedures, improvement needs, training, troubleshooting and development.

• Maintain and evaluate data standards regularly to ensure relevancy.

• Work closely with IT to resolve issues when they arise.

• Ensure data is being tracked that is needed in reporting to make future business decisions by working closely with executive director on upcoming changes.

• Through coordination with Finance partners, maintain accounting structures accurately across all modules.

• Manage entire preventative maintenance program including scheduling and developing new areas as business needs arise and working closely with both Energy development and Operations and Maintenance.

• After Hour Facilities Calls Develop and maintain yearly emergency response resource that includes campus contacts, building specific protocol, emergency processes and utility/fuel contacts.

• Provide campus stakeholders with a weekly document that lists emergency personnel and contractors.

• Maintain Facilities rotating on call list posted three times a year.

• Manage procedures, feedback, information sharing and schedule with our after-hours answering service that provides customers service with the control center is closed.

• Maintain bi-monthly meetings with answering service to ensure customer service levels are being met.

• Report to campus stakeholders after hour emergency activities that occur.

Other Duties as Assigned (5%)

• Other duties and activities as may be assigned in support of the Facilities Division.

Requirements

Minimum Acceptable Education & Experience:

• Bachelor’s degree and 3+ years of progressive experience in a facilities control/ customer service support setting or any combination of education and experience equivalent to 7 years.

• At least two (2) years supervisory or lead experience, including responsibility for staff training, performance management, scheduling, and workflow oversight.

• Experience using and administering an integrated work management system (IWMS).

• Demonstrated experience reviewing and analyzing facilities operations work orders, including work order aging, accuracy, and closure.

• Experience overseeing and maintaining facilities assets records and related documentation.

• Experience developing, scheduling, and facilitating the execution of preventive maintenance programs.

• Strong verbal and written communication skills with the ability to work effectively with a wide range of stakeholders.

Preferred Qualifications:

• Experience or familiarity with AssetWorks AiM (IWMS).

• Experience scheduling and coordinating moving and events-related activities.

• Exposure to working with and coordinating externally contracted services.

• Familiarity with key control processes and audits.

• Experience managing computer and mobile devices used by trades personnel, including providing training on said devices.

• Experience with after-hour procedures and after-hours call-back arrangements.

• Experience preparing management reports and operations summaries for administrative review.

• Strong proficiency with MS Office Suite (WORD, Excel, Outlook, SharePoint, and related tools).

Applicant Instructions

Applicants should be prepared to upload the following documents when applying online within the Resume/Cover Letter section of your application:

• Resume/CV

• Cover Letter

Applications that are missing any of the required items may not move forward for consideration. Additional uploaded documents not requested in the position announcement will not be reviewed.