Current Employees:

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General Description

The Facilities Operations Controls Representative performs routine daily operations of the Facilities Management department, including but not limited to work order management, customer service, vendor management and processing, quality assurance, and emergency management, with emphasis on providing high quality service. This position requires extensive customer service skills, pleasant phone demeanor, and ability to multi-task and prioritizes issues, good conflict resolution skills, strong technical skills, and the ability to work with a team and independently. All oral and written instructions are received in English from the Supervisor, Facilities & Operations, and the Sr. Manager, Facilities & Operations.

The Facilities Operations Controls Representative must use Work order management system (CMMS) and Microsoft Office systems to enter and analyze data. Must schedule and dispatch work using a two-way radio system, must update, process and distribute shutdown notices, must process various reports, prepare and distribute regular and ad hoc reports, and perform other tasks as necessary to maintain the smooth operation of the department. The Facilities Operations Controls Representative is also responsible for responding to escalated customer issues relating to service performance, preparing and maintaining technician time keeping, responding to customer requests and performing other duties as assigned.

This position requires teamwork, leadership, cooperation and direct contact with students, administration, faculty, staff, vendors, contractors and various visitors to the University. The Facilities Operations Controls Representative shall work to advance the University’s common purpose and exemplify the University’s DIRECCT behaviors and Service Standards in all functions of the job.

Job Duties and Responsibilities

The job duties and responsibilities of the Facilities Operations Controls Representative include but are not limited to:

Operational

• Answer phone calls greeting students, faculty and staff and addressing and resolving facilities issues through appropriate channels.

• Assist in the planning, scheduling, coordinating and communication of general maintenance, major repairs, and shutdowns for University Facilities. Communicating to the University community in a timely, effective and efficient manner via various forms of communication, written and orally.

• Ensures that University administration is appropriately advised regarding special issues, utility disruptions and emergencies.

• Enter, transcribe, record, store, or maintain information in written or electronic form.

• Maintain call trees to ensure appropriate communication during emergencies or disasters. Maintain and update the Hurricane/disaster preparation contact list. Perform quarterly update of Facilities Liaison contact list.

• Monitor alarm systems such as energy, fire, security, and lift station to mitigate interruptions to University operations and life-safety issues. Work with Energy and Fire Safety shops to ensure alarms received through electronic monitoring system have clear messages and accurate location data. Respond to emergencies and involve mangers, mechanics, and contractors as needed.

• Monitor and respond to email inquiries received through departmental email account and University email account.

• Monitor projects and workflow via information furnished by the Facilities Managers and ensure that customers are properly informed of status.

• Works with accounting department to reconcile Facilities labor hours for inclusion in the General Ledger upload to the University’s mainframe. Review and enter work order labor time in CMMS system to ensure accuracy.

• Supports the creation of the on-call roster and the notification process. Distribute the on-call roster and make changes to roster as needed.

• Prepare & distribute holiday schedules for Facilities Management and coordinate appropriate levels of coverage for business continuity.

• Provide information to supervisors, co-workers, and subordinates by telephone, in e-mail, or in person.

• Provide records or reports pertaining to activities such as production or payroll to verify details, monitor work activities or performance as needed.

• Support training of new Facilities Operations personnel.

• Participates in departmental meetings and other University committees as requested.

• Serves as an integral member of the university’s plan for disaster preparation and recovery.

• Follows and upholds the department’s standard operating procedures.

• Position is essential personnel. Must be able to perform shift work, to respond to after hour’s emergency call-in, to work with other crafts and work in environments out of normal duties as needed.

• Other duties as assigned.

Customer Service

• Resolve customer complaints or answer customers' questions regarding policies and procedures.

• Serves as a liaison to students, parents, faculty, staff and the masters of the Residential Colleges regarding maintenance and projects.

• Works closely with representatives of contracted service, i.e., Environmental Services and elevator maintenance contractor to ensure quality and timeliness of service delivery, and dispatch work.

• Develop constructive and cooperative working relationships with others, and maintain them over time.

• Utilize and promote surveys to gain customer feedback and follow up accordingly to deliver excellence in service.

Work Order Control & Management

• Close work orders after work has been properly annotated and finished by maintenance staff.

• Dispatch work orders to Environmental Services contractor or Elevator maintenance contractor to ensure appropriate service responses.

• Generate process and distribute work orders from online request queue, phone calls, faxes, walk-ins, emails, maintenance inspections. Schedule & dispatch technicians for proper routing of work.

• Evaluate and assign proper Access Control levels to online requests for appropriate routing through approval process.

• Monitor overall status of work in progress within the customer & data services area as well as the overall status of work within the trades and zones. Follow up on work in progress (general; respond to inquiries from departments; discuss appropriate response to contractor sub-performance with managers).

• Provide work order history reports and look up work orders and requests for mangers, leads, customers, etc.

• Notify on-call manager and mechanics of after-hour emergencies and maintain timelines for incidents and corrective actions.

• Compile and submit end of shift reports to inform Facilities personnel of activities that transpired after hours and on weekends.

Knowledge, Skills, and Abilities

• Knowledge of MS Office Suite (Word, Excel, PowerPoint)

• Skills in assessing, organizing, prioritizing multiple-tasks, project. Strong skill in written and verbal communication.

• Knowledge of databases and their functionality. Preferred knowledge of work order management system.

• Ability to communicate with all levels of employees; customer-oriented.

• Always act with integrity.

• Be accountable for all aspects of their role and continuously improve.

• Be friendly, positive, helpful and team oriented; show respect for all team members and University community; be willing to learn new skills to help the department, division and University, the team and self-development.

Reporting Relationship

• Reports to the Supervisor, Facilities & Operations, or designee.

Education Requirements

• High School diploma is required. A Bachelor’s degree is preferred.

Work Experience Requirements

• Two (2) years of progressive experience in related fields such as: Administrative, Customer Service, Management, Facilities Operations, etc.

• Must have proven emphasis on teamwork, cooperation, customer relations and leadership in problem solving.

• Maintains a positive working relationship with University staff and adheres and supports the University’s DIRECCT Common Purpose, Values and Behaviors and Service Standards.

• Must support and uphold University and Departmental Mission Statements and Core Values of:

a. Quality Workmanship

b. Honesty, Integrity and Ethical Behavior

c. Respect for Each Other

d. Providing a high level of Customer Service / Customer Satisfaction

Physical Requirements

• Must have sufficient physical ability, strength, manual dexterity, and lifting ability (i.e. to lift, move, or carry 50 lbs. over a distance of 20 feet). This includes but is not limited to handling equipment for specialist crafts, carpentry, HVAC, electrical, plumbing, motors, pumps, air conditioning components, lighting fixtures and poles, concrete work, and carpentry. Must be able to work in conditions which are adverse (hot, dusty, cramped, wet, dirty, enclosed); work from heights and in areas where climbing is required up to 40 feet. An outline and frequency of these tasks is outlined below:

Physical Abilities: Amount of time spent in the following activities:

A. Lifting 1. Sedentary 10 lbs. maximum frequent

2. Light 20 lbs. maximum frequent 3. Medium 50 lbs. maximum frequent 4. Heavy 100 lbs. maximum some 5. Very Heavy 100 lbs. plus infrequent

B. Stooping frequent K. Pulling frequent

C. Kneeling frequent L. Climbing frequent

D. Crouching some M. Balancing frequent

E. Crawling infrequent N. Standing constant

F. Reaching constant O. Walking constant

G. Handling constant P. Twisting constant

H. Sitting frequent Q. Bending constant

I. Feeling constant R. Abnormal

J. Pushing frequent S. Posture some

The University of Miami is an Equal Opportunity Employer - Females/Minorities/Protected Veterans/Individuals with Disabilities are encouraged to apply. Applicants and employees are protected from discrimination based on certain categories protected by Federal law. Click here (https://www.hr.miami.edu/careers/eo-ada/index.html) for additional information.

Job Status:

Full time

Employee Type:

Staff

Pay Grade:

A4