This is a description of a Staff Position Classification. It is not an announcement of a position opening. To view descriptions of current openings, please go to UNMJobs and Search Postings to view positions that are currently accepting applications.
The following statements are intended to describe, in broad terms, the general functions and responsibility levels characteristic of positions assigned to this classification. They should not be viewed as an exhaustive list of the specific duties and prerequisites applicable to individual positions that have been so classified.
Summary
Under general supervision of the Assistant Vice President for Facility Services, provides strategic direction and oversight to all aspects of Facility Services (FS) customer service operations related to facilities requests, work order management, and client engagement. Ensures that service standards are met, and a high level of customer satisfaction is achieved. Develops processes to improve responsiveness, communication, and service delivery to campus stakeholders. Provides direction and oversight regarding operational procedures to ensure alignment with institutional goals and objectives.
Duties and Responsibilities
Supervises and manages the Facility Services (FS) customer service team, including work assignments and performance evaluations. Ensures consistent delivery of high-quality customer support.
Oversees the Supervision of personnel, which includes work allocation, training, promotion, enforcement of internal procedures and controls, and problem resolution; evaluates performance and makes recommendations for personnel actions; motivates employees to achieve peak productivity and performance.
Serves as the primary liaison between FS and internal clients to resolve service issues, address event needs, provide status updates, and escalate concerns when necessary.
Develops, implements, and monitors customer service standards, performance metrics, and quality control procedures. Analyzes service trends and feedback to recommend improvements to FS operations and service delivery models.
Directs, coordinates, and supports the development, implementation, and administration of computerized maintenance management systems (CMMS). Oversees CMMS user support and training, and the installation of systems and software enhancements.
Develops, establishes, and maintains standard operating procedures for unit.
Oversees FS material management related to work orders and associated supply needs.
Serves as primary point of contact for all customer service work order issues; investigates and resolves customer complaints. Ensure complete and satisfactory resolution of customer needs. Maintains client satisfaction.
Develops and maintains operational and workforce reports. Provides regular CMMS summaries of unit performance, analyzes service trends, and identifies opportunities for improved efficiency and effectiveness.
Collaborates with maintenance and operations supervisors to coordinate scheduling and ensure timely completion of service requests.
Oversees the development of the annual operating budgets and provide fiscal direction to the unit.
Provides metrics and reports to support the development of annual renewal plans using work order history.
Ensures compliance with the University, state, and federal laws, policies, and regulations.
Performs miscellaneous job-related duties as assigned.
Minimum Job Requirements
Bachelor's degree; at least 6 years of experience directly related to the duties and responsibilities specified.
Completed degree(s) from an accredited institution and/or experience that is directly related to the duties and responsibilities specified may be interchangeable on a year-for-year basis
Knowledge, Skills and Abilities Required
Knowledge of computerized maintenance management systems (CMMS).
Ability to resolve customer complaints and concerns.
Ability to communicate effectively, both orally and in writing.
Skill in examining and re-engineering operations and procedures, formulating policy, and developing and implementing new strategies and procedures.
Skill in organizing resources and establishing priorities.
Knowledge of planning and scheduling techniques.
Ability to document work in progress.
Ability to supervise and train employees, to include organizing, prioritizing, and scheduling work assignments.
Ability to foster a cooperative work environment.
Ability to develop and maintain recordkeeping systems and procedures.
Skill in the use of computers, preferably in a PC, Windows-based operating environment.
Ability to gather data, compile information, and prepare reports.
Skill in budget preparation and fiscal management.
Knowledge and understanding of computerized accounting systems .
Ability to analyze budgetary expenditures for compliance with approved budget.
Ability to develop, implement, and enforce safety programs and protocols.
Working Conditions and Physical Effort
No or very limited physical effort required.
No or very limited exposure to physical risk.
Work is normally performed in a typical interior/office work environment.
The University of New Mexico provides all training required by OSHA to ensure employee safety.
