Maintenance Call Center Coordinator

Pilot Company•Knoxville, TN

5d•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 facility repair issue to determine the most appropriate and cost-effective solution (repair or replacement), calculate total job costs, and manage the work order process. This includes creating purchase orders (P.O.), dispatching vendors, and approving work orders and cost revisions within authorized financial limits. The role also involves determining the most cost-effective means of sourcing parts and equipment, coordinating with internal teams to resolve issues in-house, and developing/maintaining vendor relationships for competitive pricing and quality services. Additionally, the coordinator will provide training on basic facility maintenance procedures to store personnel and model behaviors that support the company’s common purpose, ensuring guests and team members are supported at the highest level. All activities must be in compliance with rules, regulations, policies, and procedures.

Requirements

High school diploma or equivalent certificate required
Minimum one year’s experience in retail facility support preferred
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

Nice To Haves

Associate or Bachelor’s degree in business or related field preferred

Responsibilities

Provide troubleshooting support and repair coordination for routine facility-related issues at travel center locations.
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.