Facilities Management Operations and Customer Service Center Manager
The George Mason University, Facilities Department invites applications for the Facilities Management Operations and Customer Service Center Manager position. George Mason University has a strong institutional commitment to the achievement of excellence and diversity among its faculty and staff, and strongly encourages candidates to apply who will enrich Mason's academic and culturally inclusive environment.
About the Position:
The Operations and Customer Service Manager plans, coordinates, and manages all administrative and operational tasks for the Facilities Management Operations Center and the Customer Service Center. Responsibilities include ensuring technical work requests are routed and assigned in a timely and appropriate manner, providing detailed reports and metrics from the computerized maintenance management system (Schooldude CMMS) data to the Facilities Management team including the Senior Director, training, overseeing, and evaluating Customer Service Specialists, and responding to student and faculty enquiries.
Responsible for work flow and emergency response to critical facility needs of over 100 multi-craft trade technicians in multiple zones and working trade shops at 3 campuses and other satellite locations;
Understands and ensures accurate assignment of work to meet the needs of multiple business groups of the university;
Assists with the planning and delivery of services during emergency and/or crisis situations;
Develops and implements the new Facilities Monitoring and Operations Center which will monitor critical safety, energy, and environmental parameters such as fire alarm systems, building automation systems, and emergency life-safety power generation systems;
Dispatches the appropriate techs or teams to resolve time-sensitive issues or anomalies.
High school education or equivalent;
5 – 7 years experience working in a customer service center;
2 – 3 years supervisory experience;
Demonstrated experience with CMMS or other databases.
BS degree in Business or Finance desired.
Salary: Commensurate with education and experience.
Location: Fairfax, VA
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Internal Number: 50494
About George Mason University
George Mason University is Virginia's largest public university located in the suburbs of Washington, D.C. With strong undergraduate and graduate degree programs in engineering, information technology, public policy, economics, visual and performing arts, life sciences and biotechnology, Mason prepares its alumni to succeed in the workforce and meet the needs of the region and the world.