Facilities Manager - Facilities Control Center Manager

University of New Hampshire

26d

About The Position

Under the direction of the Executive Director Facilities Services, this is a key individual within Operations and directly involved in all process improvement initiatives in any phase of Operations performance. Responsible for the Facilities Control Center Customer Service interface and management, integrated work management system (IWMS) for Operations and Maintenance module, transaction review and analysis of Facilities Operations work orders, work order aging and closure. Oversight of facilities assets and the preventive maintenance programs in the IWMS. Supervise FCC staff responsible for scheduling and coordinating moving and events, contractor services, key control processes, facilities devices, after hour procedures/contacts and training of IWMS for employees. Prepare management reports for administrative review. Provide the Director and Operations managers with analysis of work order business processes and development of Facilities procedures. Ensure compliancy tracking for EH&S, SFMO and DES. Manage after hour answering service contract that report facilities and housing emergencies. Duties/Responsibilities 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

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.

Nice To Haves

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).

Responsibilities

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