CMMS/Call Center Manager

ABM•Mountain View, CA

7h•$80,000

About The Position

The CMMS & Call Center Supervisor will provide support in the setup, training, and maintenance of the hardware and software systems supporting CMMS applications for CGL FM accounts. Also, oversee daily operations, managing call center staff, ensuring performance targets are met, support KPI’s, provide coaching and excellent customer service. Position will work with field teams to ensure facility related assets are incorporated into accurate asset trees, nameplate data formats, job plans, and frequencies for the Preventive Maintenance Programs. Role will include significant input in effective implementation and use of CMMS across all FM accounts. This position will report to the IT Program Manager and will spend a substantial amount of time in the field.

Requirements

Strong verbal and written communication skills
Able to relate to and train field staff
Able to present and communicate with clients, upper management, and field staff
Solid technical background in computer hardware, software, and mobile devices
Experienced in providing CMMS training
Experienced in setting up Preventive Maintenance Programs
Thorough working knowledge of all Microsoft Office Software
Working knowledge of SQL
Job requires significant travel (approximately 50%)
Must have valid driver’s license
Must be able to pass background check
Must be willing to work in a corrections environment
Job requires ability to walk and stand for long periods of time
Requires the employee to be able to climb ladders and/or scaffolding and to occasionally work at heights on personnel lift equipment
Job also requires use of power tools when needed
Able to lift 40 pound

Responsibilities

Provide technical direction and training for field personnel on CMMS use
Inputting asset data into the CMMS system
Work with field staff to ensure inventory and control programs, purchasing policies, etc. are implemented and administered consistently in the CMMS system
Identify system shortcomings and implement programs to mitigate identified operational issues
Establish a team to develop common maintenance task descriptions and completion intervals in order to make them uniform throughout the account
Develop common naming regimen and abbreviations for infrastructure equipment and systems
Set up and provide instructions for operations personnel labor weekly time input
Set up asset lists in and coordinate annual reviews for accuracy
Provide support to the operating staff for quarterly updates and changes to preventive maintenance tasks and scheduled events as needed
Provide support and training to the operating staff
Provide technical guidance and problem-solving by responding to user needs
Ensure SLA’s and KPI’s are met, provide backup support of asset management program
Recommend and implement corrective solutions, including offsite assistance for remote users
Promote high level of customer service to ensure and drive best practices and standardization
Support the field staff on Fresh Eyes Audits
Manage call center staff
Provide call center coaching and training including document development
Ongoing reporting and tracking to support the call center and CMMS requirements