Facilities Operations Specialist - Customer Engagement

Job Title
Facilities Operations Specialist - Customer Engagement

Agency
Texas A&M University

Department
Facility Management

Proposed Minimum Salary
Commensurate

Job Location
College Station, Texas

Job Type
Staff

Job Description

A Glimpse of the Job

The Facilities Operations Specialist - Customer Engagement serves as the dedicated facilities liaison to the College of Arts & Sciences. This position is the college's primary point of contact for facilities questions, requests, and concerns, ensuring each is routed to the appropriate Facilities Management staff or contracted maintenance, custodial, and landscape vendor and followed through to resolution. The specialist conducts regular site visits and walk-through inspections of Arts & Sciences buildings and grounds, meets with building occupants and Facility Coordinators, and reviews service performance data to identify trends and opportunities for improvement. The position also develops and maintains communication plans, shares facilities updates and service information with the college, and supports emergency communications and Building Emergency Action Plans. By providing Facilities Management with timely feedback on the college's needs, this position helps the department be more responsive to those it serves.

Essential Duties/Tasks

Customer Engagement

- Serves as the primary point of contact between Facilities Management and the College of Arts & Sciences, including its departments, units, and building occupants.
- Receives facilities-related questions, requests, and concerns from college staff by telephone, text, email, and video, and responds promptly.
- Routes college requests and concerns to the appropriate Facilities Management staff or contracted maintenance, custodial, and landscape vendor (SSC), tracks them through resolution, and keeps the college informed of status.
- Answers college questions about the scope, service levels, and processes of the contracted maintenance, custodial, and landscape services.
- Communicates Facilities Management updates, service interruptions, and other announcements to the appropriate college contacts in a clear, concise, and timely manner.
- Conducts regular site visits to Arts & Sciences facilities to meet with occupants and confirm that service expectations are being met.
- Carries out the Facilities Management emergency communications plan during and after emergencies, as assigned, keeping the college informed.

Facilities Assessment

- Performs walk-through inspections of Arts & Sciences buildings and grounds to identify maintenance, custodial, and landscape issues and verify that service expectations are being met.

- Meets with building occupants and Facility Coordinators to identify facilities-related needs and concerns.

- Reports issues found during walk-throughs to the appropriate Facilities Management or contracted vendor staff and follows up until they are resolved.

- Reviews key performance indicator (KPI) reports and service data for Arts & Sciences facilities to identify trends, recurring problems, and opportunities to improve service delivery.

- Provides Facilities Management leadership with timely feedback on the college's facilities concerns so the department can be more responsive to the college.

Education and Resources

- Develops and maintains a communication plan that ensures regular, consistent communication between Facilities Management and the College of Arts & Sciences.
- Prepares and delivers presentations and informational materials to college groups on facilities services, processes, and resources, as needed.
- Assists in developing the Facilities Management emergency communications plan.
- Assists Arts & Sciences Facility Coordinators with updating and developing Building Emergency Action Plans.
- Refers college requests for construction, renovation, or space changes to the appropriate Facilities Management or university planning staff. This is a referral only and does not include project management or coordination.

What you need to know

Salary: Compensation will be commensurate to selected hire’s experience.

Special Instructions: A cover letter and resume are strongly recommended. You may upload these in the CV/Resume section.

Required Education and Experience

- Bachelor’s degree in applicable field or equivalent combination of education and experience
- Four years of facilities operations experience or related, including operations and maintenance experience, project management or space & event management

Preferred Qualifications

- Familiar knowledge of CMMS software including AggieWorks and AiM.
- Reads and understands 3D models, 2D CAD drawings, old blueprints, and facility/project specifications.
- Familiar with Archibus
- Experience with higher education facilities management.

Knowledge, Skills, and Abilities

- Excellent customer service skills.
- Excellent verbal and written communication skills.
- Knowledge of word processing and spreadsheet applications.
- Ability to multitask and work cooperatively with others.
- Ability to promptly respond to on-site emergency calls.
- Ability to interact professionally with all levels of customers and coworkers.
- Conflict resolution skills

Physical Requirements

- Ability to lift and move heavy objects.
- Ability to climb stairs and ladders.

Other Requirements and Factors

- Ability to maintain the security and integrity of critical infrastructure, which may include communications systems, computer networks and systems, cybersecurity systems, electrical grid, hazardous waste treatment system or water treatment system.
- This position is security sensitive.
- Daily duties to be performed on site.
- This position requires compliance with state and federal laws/codes and Texas A&M University System/TAMU regulations and procedures.
- All tasks and job responsibilities must be performed safely without injury to self or others in compliance with System and University safety requirements.
- Works to cover shifts, or take emergency call, on evenings, weekends, and holidays as required.

All positions are security-sensitive. Applicants are subject to a criminal history investigation, and employment is contingent upon the institution’s verification of credentials and/or other information required by the institution’s procedures, including the completion of the criminal history check.

Equal Opportunity/Veterans/Disability Employer.