The Facilities Service Center (FSC) is the communication hub for the department, providing a centralized point of contact for work requests and maintenance related information. The role of the FSC is to facilitate customer requests, maintain an equipment and work-order database and to gather and disseminate information. The FSC processes over 30,000 work-orders per year, recording all requests for maintenance or other specialty assistance. The FSC also coordinates with the appropriate groups within Facilities Engineering and Planning to ensure that customer needs have been communicated.
Under the direction of the director of business process, the FSC coordinator provides excellent customer service and performs all duties necessary for the successful operation of the Facilities Engineering and Planning department. S/he assists with training users on proper procedures and generates reports using the asset and maintenance management database. The FSC coordinator fields all facility maintenance-related phone calls, faxes, radio calls, e-mails, etc. and documents, prioritizes, and distributes requests for repairs and other maintenance related activities. S/he also assists all managers, project managers, and supervisors by providing information and reports on various topics, and performs other facility-related management tasks such as coordinating event schedules.
The ideal candidate has an exceptional customer service mindset and strong analytical and problem-solving abilities. S/he can run queries, reports, and analysis using Oracle Discoverer.
This position is non-exempt, benefits eligible, and the salary is $19.24 an hour. Flexible work schedule is available post probation period.
Respond to and process work task (orders) immediately to achieve Standard Level agreement via phone, email, TRIRIGA system and walk-in
Contribute to a culture of swift turnaround, and extremely high-quality customer service for our shop supervisors, management and customers
Coordinate and follow up on all work tasks for HVAC, electrical, plumbing, lighting, flooring, ceiling, roofing, elevator, events and other work tasks to ensure proper workflow is achieving our standards and expectations
Assist project managers and supervisors with coordinating and scheduling of estimates, outages and project related work tasks
Support all financial functions of the work tasks billing process for labor, material, invoices and any miscellaneous cost
Facilitate, monitor and process inventory requisition, purchasing and inventory counts for work tasks parts
Maintain accurate data in Oracle and TRIRIGA database
Creates and maintains files and filing systems
May provide guidance to temporary and student employees on routine matters
Performs other duties as assigned
HS Diploma or equivalent
1 year of related experience in a customer service driven environment, data entry and/or call center
Demonstrated clerical, interpersonal, and basic organizational skills
Strong attention to detail
College or trade school education relating to maintenance trades or operations
Related experience in a maintenance environment
Related office/administrative experience
Strong analytical and problem-solving abilities
Familiarity with Oracle databases
Basic knowledge of maintenance trades and project management processes
Knowledge of maintenance related activities and terms
Knowledge of the CMMS database such as MP2, FAMIS, TRIRIGA, system
Knowledge of the facility/university specific policies and procedures
This position is considered essential during a campus emergency. The incumbent in this position is expected to support campus during emergency situations, and, may be required to provide related essential services remotely or on site before, during or after a campus emergency.
Rice University is an Equal Opportunity Employer with commitment to diversity at all levels, and considers for employment qualified applicants without regard to race, color, religion, age, sex, sexual orientation, gender identity, national or ethnic origin, genetic information, disability or protected veteran status.
Current Rice University COVID policies, which include vaccination, face mask, testing, gatherings, occupancy limits, and travel policies can be found here: https://coronavirus.rice.edu/policies
As a leading research university with a distinctive commitment to undergraduate education, Rice University aspires to pathbreaking research, unsurpassed teaching and contributions to the betterment of our world. It seeks to fulfill this mission by cultivating a diverse community of learning and discovery that produces leaders across the spectrum of human endeavor.