Work Order Representative

Boston College•Newton, MA

1d•Onsite

About The Position

This position reports to the Manager of the Work Order Center, with specific work order daily tasks received from the Senior Work Order representative. The Work Order & Preventative Maintenance Representative is responsible for the daily data entry of the Work Order Center within the Facilities Services Department, ensuring the efficient processing of work orders, responsive customer service, and accurate data management related to campus maintenance and operations. Serving as the central point for all facilities requests, emergencies, and customer inquiries, this role supports the campus community by coordinating with various facilities departments through email correspondence, phone, and radio dispatch. A core function of the position involves the management and analysis of data within the Computerized Maintenance Management System (CMMS), Upkeep, ensuring the accuracy and integrity of asset inventories, preventive maintenance (PM) schedules, and operational reporting. The specialist plays a key role in prioritizing facilities emergencies, optimizing maintenance workflows, and developing data driven insights to improve resource allocation and service delivery. Additionally, this position provides leadership during summer operations, including oversight of residence hall inspections, and scheduling. Overtime is occasionally required to support special events, inclement weather response, and peak demand periods. Work Order & Preventative Maintenance Representative will respond to all work orders and calls to the work order center for daily operations and all campus emergencies. The role will be responsible for managing work orders, customer service, and data integrity within Upkeep to support the management and maintenance of over 8 million square feet of campus facilities. Reporting to the manager of the Work Order Center, this role coordinates and reviews more than 37,000 annual work orders, ensuring timely response to campus emergencies and maintenance needs. The specialist supervises and trains staff, maintains asset data for mechanical, electrical, and plumbing systems, and supports preventive maintenance planning to improve operational efficiency, regulatory compliance, and resource optimization across all Facilities Management operations. This position exercises independent judgment in prioritizing work orders, triaging service calls, and dispatching facilities personnel to ensure timely and effective responses. The role makes on the spot decisions during emergencies, balancing customer needs with available resources, and resolving issues without supervisory direction. The specialist also identifies data or process inefficiencies within Upkeep, recommends workflow improvements, and ensures accuracy in maintenance records and reporting This position serves as a first point of contact for all facilities-related issues, requiring quick judgment to balance customer needs with available resources. The role involves triaging work orders and emergencies, determining response priorities, and coordinating with trade shops under time sensitive conditions. Challenges include managing competing demands, maintaining accuracy in Upkeep, and providing clear communication during campus incidents such as power outages or floods. The position also requires critical thinking to report on data trends, resolve discrepancies, and recommend process improvements. Independent decision making, adaptability, and strong customer service skills are essential to ensure efficient operations and maintain a high standard of campus support. The shift will be Monday - Friday 8:00am to 4:00pm. This position is considered “essential” to the university and will require overtime and extra hours as needed. Including but not limited to: shift coverage, weather emergencies, high profile events and other campus emergencies. Must be available in all weather conditions. This is primarily an office role. However, the position will be required to visit customers, perform inspections and tour campus buildings on occasion. Manage multiple priorities and campus maintenance operations efficiently in a fast-paced environment.

Requirements

High School graduate required; post-secondary education desirable.
Senior level: 3 years of experience
Non-senior level: 1-3 years of experience
Must be available in all weather conditions.

Nice To Haves

Experience with Facilities Management and the use of CMMS is preferred. Experience and understanding of preventative maintenance is desirable.

Responsibilities

Dispatch facilities personnel to address work orders and campus emergencies, coordinating through radio, phone, and email.
Serve as the primary contact for facilities related customer service inquiries, providing timely updates and work status reports.
Enter, audit, and maintain accurate data within the Computerized Maintenance Management System Upkeep (CMMS).
Route and prioritize work orders across appropriate shops and departments, ensuring effective communication between customers, trades, and the Work Order Center team.
Assist in developing and maintaining standard operating procedures to ensure consistent and efficient work order processing.
Review facilities data and provide data to improve operational efficiency and preventive maintenance scheduling.
Support Upkeep CMMS data integrity, asset management, and preventive maintenance (PM) routines across all facilities.
Provide reports for Facilities Management leadership, supporting decision making and resource optimization.
Assist in summer operations including inspection scheduling and reporting.
Train departmental users on CMMS functions, workflows, and data standards to ensure accuracy and compliance.
Collaborate cross functionally with Facilities shops, management, and campus partners to enhance communication, process efficiency, and service quality.

Benefits

Tuition remission for Employees
Tuition remission for Spouses and Children who meet eligibility requirements
Generous Medical, Dental, and Vision Insurance
Low-Cost Life Insurance
Eligibility for both University-Funded 401k and Employer-Sponsored 403b Retirement Plans
Paid Holidays Annually
Generous Sick and Vacation Pay

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