While reporting to the Manager of Quality Assurance, the Senior Work Order Representative will cover and support daily operations of the Work Order Center in the Facilities Services Department (Monday through Friday, 10:00AM - 6:00PM), with specific duties including work order processing, customer service, building automation systems diagnostic review, and data reporting.
The successful candidate should be able make decisions and prioritize work(as emergency or routine) according to campus needs. The person will need to work off hours and serve campus when our staffing levels are at a minimum, requiring more critical thinking with less oversight, such as determining temperatures for events, as best as they can, using the building automation system, and determine whether assistance is required from the HVAC shop. The person needs to be able to work well independently, as they will be the primary representative of Facilities Services in the command center during football games. command center as the primary representative of facilities services.
This position will perform an initial triage of all hot/cold calls across campus, and serve a key role for responding to function and event support requests for changes in room temperature. This role will also be able to assist our preventative maintenance program, and will oversee the facilities contract for radio maintenance. Specific functions include:
Monitor, look up and triage the campus building management system (BMS)
Create schedule of critical events in order to proactively monitor temperature issues and share with the facilities organization
Manage multiple priorities in a calm efficient manner
Dispatch facilities personnel to campus emergencies
Operate and respond using various communications equipment including radio, phone and email
Adjust proper air temperature for special events, as required
Provide work status reports to customers where appropriate
Perform visual inspections of campus facilities as required
Enter data as required and maintain a computerized maintenance management system (CMMS)
Route work orders to appropriate shops and departments
Create and schedule preventative maintenance work orders
Understand new processes and their relationship to each department in Facilities
Regular and effective communication between customers, shops and within the team
Follow and assist in the development of standard operating procedures within the Work Order Center to facilitate consistency
High School diploma; post-secondary education desirable. 3 years of related administrative experience is required. Education can substitute for experience. Experience in a customer service, facilities management environment, as well as HVAC experience is desired. Excellent organization skills, ability to interact productively with others, superior customer service skills and ability to multitask are essential.
This position is considered essential to the university and will require overtime and extra hours as needed. Including but not limited to: football game coverage (roughly 8 per year, most often Saturdays), 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.
Boston College is one of the nation's best and most selective universities, with U.S. News & World Report ranking Boston College 31st among national universities, and Forbes ranking it 26th in its 2012 America's Best Colleges listing. Boston College confers more than 4,000 degrees annually in more than 50 fields of study through eight schools and colleges. Faculty members are committed to both tea...ching and research having earned nearly $60 million in research grants in the last year alone. The University has made a major commitment to academic excellence. As part of its Strategic Plan, Boston College is in the process of adding 100 new faculty positions, expanding faculty and graduate research, increasing student financial aid to more than $128 million annually, and widening opportunities in key undergraduate programs, such as international study, internships and student formation.