Associate Director of Facilities Customer Service

## Associate Director of Facilities Customer Service Apply locations:
Montclair, NJtime type:
Full time posted on:
Posted Yesterday job requisition :
R1004982
** IMPORTANT APPLICATION INSTRUCTIONS:**
* ** Upload Resume or Curriculum Vitae
** for automatic population of information to the application.
* The contact information, work experience, and education listed on your Resume/CV will be parsed and input into your Montclair application.
* ** Review information
** and double-check all fields containing information that the system parsed – the software is intelligent, but you need to verify that the data is accurate.
* In the **“My Experience”
** section, you will find a Resume/CV upload option where you can submit your cover letter and all other supporting documents.
*
* Note:

** If you have an expansive CV, we recommend that you apply manually and only include the positions you have held in the last ten (10) years. You will then be able to attach your Resume/CV, as well as all other supporting documentation in the "My Experience" section of your application.
** Job Description
***
* SUMMARY:

** Reporting to the Director of Building Repairs, the Associate Director of Facilities Customer Service manages the Facilities Customer Service Center (FCSC) and serves as the primary advocate for customer concerns within University Facilities, providing a service and communications interface between the division and the campus community.  The Associate Director utilizes strategic thinking, a strong customer focus, and the ability to develop influential relationships across stakeholder groups to deliver service improvements to University faculty, staff, students, and contractors.  

With a clear understanding of the wider issues that impact facilities operations and the ability to execute multiple assignments in a demanding environment, the Associate Director oversees Service Request and Work Order processing from intake through fulfillment, and coordinates with division personnel to ensure that completed procedures and work meet customers’ objectives and service expectations.

The Associate Director develops and recommends policies and standard operating procedures, oversees procurement activities, contracts goods and services, and manages unit budgets, personnel, and after-hours call center services.
*
* PRINCIPAL DUTIES AND RESPONSIBILITIES:

*** Determine call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses.
* Establish and monitor production, productivity, quality, and customer-service standards; contributing unit data and performance analyses to organizational strategic plans and reviews.
* Meet organizational goals by accepting ownership for accomplishing new and different   requests and explore opportunities to add value to job accomplishments.
* Investigate customer service inquiries and manage swift corrective action where necessary.
* Provide effective, appropriate, timely, and consistent communication to stakeholders through all stages of the Service Request and Work Order processes and maintain comprehensive records.
* Enhance First Call Resolution efforts to provide customers with enhanced communication about service progress to avoid repeat calls and complaints on a single request.
* Define, develop and recommend the effective utilization of Maximo system specifications, managing resource planning and MI teams in conjunction with business objectives and Service Level Agreements.
* Collaborate with Facilities Information Technology to develop call center customer interaction and voice response systems and voice networks; design user interfaces; develop and execute user acceptance test plans; and plan and control system implementations.
* Provide system and Service Request entry training for University faculty, staff, and students.
* Maintain and improve FCSC operations by monitoring Maximo’s system performance.
* Identify and resolve issues; prepare and complete action plans; system audits and analyses.
* Manage system process improvement and quality assurance programs.
* Identify and evaluate technologies by defining user requirements and…