Maintenance Call Center Coordinator

Pilot Company•Knoxville, TN

21h

About The Position

The Maintenance Call Center Coordinator provides troubleshooting support and repair coordination for routine facility-related issues at travel center locations. The role works with store employees, vendors, regional maintenance technicians, and service technician dispatch teams to resolve facility issues promptly and cost-effectively. It evaluates repair information to determine whether repair or replacement is the most appropriate solution, manages work orders and purchase orders within authorized financial limits, and identifies cost-effective sources for parts and equipment. The coordinator also develops vendor relationships, provides basic facility maintenance training to store personnel, and ensures work complies with applicable rules, regulations, policies, and procedures. The position requires general office work, including sitting or standing for long periods.

Requirements

High school diploma or equivalent certificate.
Basic Microsoft Office skills and intermediate Excel skills.
Basic knowledge of building systems such as HVAC, fire systems, plumbing, and electrical.
Basic knowledge of facility management and Energy Management Systems (EMS).
Strong written and verbal communication skills.
Ability to provide excellent customer service and follow-up.
Strong attention to detail, organization, and follow-up.
Ability to prioritize, multitask, and work in a fast-paced, dynamic environment.
Ability to analyze and make decisions.
Ability to collaborate with other team members and departments.

Nice To Haves

Associate or bachelor’s degree in business or a related field.
At least one year of experience in retail facility support.

Responsibilities

Liaise with store employees and vendors to ensure timely, cost-effective repairs at company sites.
Compile and evaluate information about facility repair issues to determine whether repair or replacement is the most appropriate and cost-effective solution.
Calculate total job costs and manage work orders, including creating purchase orders, dispatching vendors, and approving work orders and cost revisions within authorized financial limits.
Determine the most cost-effective means of sourcing parts and equipment.
Coordinate with PFJ Regional Maintenance Technician and Service Technician dispatch teams to resolve issues in-house and minimize downtime and costs.
Develop and maintain vendor relationships to ensure competitive pricing and quality services.
Provide training on basic facility maintenance procedures to store personnel using videos and other training materials.
Model behaviors that support the company’s common purpose and ensure guests and team members are supported.
Ensure activities comply with rules, regulations, policies, and procedures.