Maintenance Call Center Coordinator

Pilot Company•Knoxville, TN

10d

About The Position

The Maintenance Call Center Coordinator provides troubleshooting support and repair coordination for routine facility-related issues at Pilot Company travel center locations. The role works with store employees and vendors to arrange timely, cost-effective repairs and evaluates repair information to determine whether repair or replacement is the appropriate solution based on cost parameters. The coordinator calculates job costs and manages work orders, including creating purchase orders, dispatching vendors, and approving work orders and cost revisions within authorized financial limits. The position also identifies cost-effective sources for parts and equipment, coordinates with regional maintenance and service technician dispatch teams to resolve issues in-house when possible, and develops vendor relationships to support competitive pricing and quality services. The coordinator provides store personnel with training on basic facility maintenance procedures using videos and other materials, models company values in supporting guests and team members, and ensures work complies with applicable rules, regulations, policies, and procedures.

Requirements

High school diploma or equivalent certificate required.
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 information 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 preferred.
At least one year of experience in retail facility support preferred.

Responsibilities

Provide troubleshooting support and coordinate repairs for routine facility-related issues at travel center locations.
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 job costs and manage work orders, including creating purchase orders, dispatching vendors, and approving work orders and cost revisions within authorized financial limits.
Determine cost-effective sources for 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.
Train store personnel on basic facility maintenance procedures using videos and other training materials.
Model behaviors that support the company’s common purpose and ensure guests and team members receive support.
Ensure activities comply with rules, regulations, policies, and procedures.