Maintenance Call Center Coordinator

Pilot Company•Knoxville, TN

6d•Onsite

About The Position

The purpose of this job is to provide troubleshooting support and repair coordination for routine facility-related issues at travel center locations. This role involves liaising with store employees and vendors to ensure timely and cost-effective repair of facility issues at company sites. The coordinator will compile and evaluate information about each repair issue to determine the most appropriate and cost-effective solution (repair or replacement), calculate total job costs, manage the work order process (creating purchase orders, dispatching vendors, approving work orders and cost revisions), and determine the most cost-effective means of sourcing parts and equipment. Additionally, the role requires coordinating with internal teams to resolve issues in-house, minimize downtime and costs, develop and maintain vendor relationships for competitive pricing and quality services, provide training on basic facility maintenance procedures, model company behaviors, and ensure compliance with all rules, regulations, policies, and procedures.

Requirements

High school diploma or equivalent certificate required
Basic Microsoft Office skills with intermediate skills in Excel
Basic knowledge of building systems (e.g., HVAC, fire systems, plumbing, 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
General office work requiring sitting or standing for long periods of time

Nice To Haves

Associate or Bachelor’s degree in business or related field preferred
Minimum one year’s experience in retail facility support preferred

Responsibilities

Liaise with store employees and vendors to ensure timely repair of facility issues at company sites in a cost effective manner
Compile and evaluate information about each facility repair issue to determine whether repair or replacement, based upon cost parameters, is the most appropriate and cost-effective solution
Calculate total job costs; manage the work order process to include creating purchase orders (P.O.), 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 relationships with vendors 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; ensure guests and team members are supported at the highest level
Ensure all activities are in compliance with rules, regulations, policies, and procedures