CMMS​/Call Center Manager

Job Description

Pay: $80K/YR+ DOE

The pay listed is the hourly range or the hourly rate for this position. A specific offer will vary based on applicant’s experience, skills, abilities, geographic location, and alignment with market data.

ABM offers a comprehensive benefits package. For information about ABM’s benefits, visit Annual Benefits-Staff and Management

The CMMS & Call Center Supervisor will provide support in the setup, training, and maintenance of the hardware and software systems supporting CMMS applications for CGL FM accounts. Also, oversee daily operations, managing call center staff, ensuring performance targets are met, support KPI’s, provide coaching and excellent customer service. Position will work with field teams to ensure facility related assets are incorporated into accurate asset trees, nameplate data formats, job plans, and frequencies for the Preventive Maintenance Programs.

Role will include significant input in effective implementation and use of CMMS across all FM accounts. This position will report to the IT Program Manager and will spend a substantial amount of time in the field.

• Provide technical direction and training for field personnel on CMMS use
• Inputting asset data into the CMMS system
• Work with field staff to ensure inventory and control programs, purchasing policies, etc. are implemented and administered consistently in the CMMS system
• Identify system shortcomings and implement programs to mitigate identified operational issues
• Establish a team to develop common maintenance task descriptions and completion intervals in order to make them uniform throughout the account
• Develop common naming regimen and abbreviations for infrastructure equipment and systems
• Set up and provide instructions for operations personnel labor weekly time input
• Set up asset lists and coordinate annual reviews for accuracy
• Provide support to the operating staff for quarterly updates and changes to preventive maintenance tasks and scheduled events as needed
• Provide support and training to the operating staff
• Provide technical guidance and problem-solving by responding to user needs
• Ensure SLAs and KPIs are met, provide backup support of asset management program
• Recommend and implement corrective solutions, including offsite assistance for remote users
• Promote high level of customer service to ensure and drive best practices and standardization
• Support the field staff on Fresh Eyes Audits
• Manage call center staff
• Provide call center coaching and training including document development
• Ongoing reporting and tracking to support the call center and CMMS requirements

• Strong verbal and written communication skills
• Able to relate to and train field staff
• Able to present and communicate with clients, upper management, and field staff
• Solid technical background in computer hardware, software, and mobile devices
• Experienced in providing CMMS training
• Experienced in setting up Preventive Maintenance Programs
• Thorough working knowledge of all Microsoft Office Software
• Working knowledge of SQL

• Job requires significant travel (approximately 50%)
• Must have valid driver’s license
• Must be willing to work in a corrections environment
• Job requires ability to walk and stand for long periods of time
• Requires the employee to be able to climb ladders and/or scaffolding and to occasionally work at heights on personnel lift equipment
• Job also requires use of power tools when needed
• Able to lift 40 pound

Mid-Senior level

Full-time

Other

Facilities Services