Maintenance Control- Service Desk Coordinator

All Native Group•Fort Campbell North, KY

1d•Onsite

About The Position

Fire Creek Services Company, an All Native Group company, is seeking a Maintenance Control / Service Desk Coordinator to serve as the front door of the maintenance operation, taking phone and web requests, overseeing triage, keeping residents updated, and managing dispatch exceptions and work waiting on parts or access, following emergency, urgent and routine request priorities. This is an immediate opening.

Requirements

2+ years of dispatch, service desk or maintenance control experience using a CMMS or ticketing system.
Calm, clear phone manner with Soldiers and leadership.
Must be able to pass a background check and obtain installation access.

Nice To Haves

Maximo or a similar work-order system.
Property management or lodging maintenance desk experience.
Bilingual a plus.
Experience with call-center or help-desk performance measures.
Experience working on Department of Defense (DoD) installations, contracts or programs is a plus.
Customer service and calm phone manner
Fast, accurate data entry
Prioritization and triage
Clear written and verbal communication
Some college preferred.
Customer service or dispatcher certification a plus.

Responsibilities

Take and enter phone and assisted requests, confirming location, symptoms and access availability.
Monitor automated work routing; handle exceptions, misroutes and unacknowledged work by escalating to the duty lead.
Send approved status updates to residents and manage access windows with barracks management.
Keep 'Awaiting Parts' and 'Awaiting Access' work current and return jobs to scheduling when parts arrive or access is confirmed.
Maintain the coverage roster and on-call schedule and log after-hours calls.
Produce daily open-ticket and aging reports for the daily operations review.
Log every call and request completely and consistently according to established call-logging standards.
Follow escalation procedures for emergencies and safety issues.
Protect resident information and follow privacy practices.