Service Call Clerk

Disclaimer: This requisition is part of a Pre-Award requirement intended to identify and engage qualified candidates for a position that may be awarded to M.C. Dean. We will conduct interviews and may issue contingent offers of employment based on qualifications and suitability. Please note that formal offers will only be extended once the contract is officially awarded, at which time final candidates will be reviewed and selected.

M.C. Dean is Building Intelligence. We design, build, operate, and maintain cyber-physical solutions for the nation’s most mission-critical facilities, secure environments, complex infrastructure, and global enterprises. With over 9,000 employees, our capabilities span electrical, electronic security, telecommunications, life safety, automation and controls, audiovisual, and IT systems. Headquarters in Tysons, Virginia, M.C. Dean delivers resilient, secure, and innovative power and technology solutions through engineering expertise and smart systems integration.

Our people are passionate about engineering innovation that improves lives and drives impactful change. Guided by our core values—agility, expertise, and trust—we foster a collaborative and forward-thinking work environment. At M.C. Dean, we are committed to building the next generation of technical leaders in electrical, engineering, and cybersecurity industries.

Clearance Requirement: Applicants selected will be subject to a government security investigation and may meet eligibility requirements, including U.S. Citizenship, for access to classified information;
Ability to obtain and maintain an HSPD-12 clearance required.

The Service Call Clerk serves as the primary public fac of the company and facility in addressing, documenting, and initiating responses to customer calls, concerns, and issues. In this role, staffing the front desk, you will manage communications from all source medium (phone, email, in-person, etc.), maintain the facility CMMS database for service items, and dispatch service response to the facility team.

This role is foundational to the success of facility team in meeting contractual requirements. They will report to the Administrative Clerk and work jointly with the Project Manager (PM) and the Service Manager (SM). This position is covered by the CBA for Industrial, Technical and Professional Employees Union, OPEIU Local 4873.

• Serve as an on-site point of contact for employees, visitors, and vendors
• Monitor cleanliness, comfort, lighting, and general condition of common areas
• Assist with building schedules, access requests, and operational notices
• Track and follow up on service issues to ensure timely resolution
• Serve as a responsive, customer-service-focused contact for facilities-related requests and inquiries
• Assist with tracking facilities expenses
• Help review vendor invoices for accuracy
• Support budget reporting and documentation
• Track and report on metrics for corrective maintenance.
  
  Usedata analysis skills, tools, and methods toanalyze data and identify trends, issues, and inefficiencies.
• Utilize Excel and other tools to export, analyze, and report CMMS information.
• Collaborate with Quality Control to highlight potential issues identified in the field, or issues identified via data analysis.
  
  Work ensures thatthe program is focused on proactive and preventative maintenance.
• Evaluate processes and make recommendations to management for improvements in workflows, policy, process,or organizational structure.
• Focus on closing process gaps to ensure technical issues in the field are completed in a timely and efficient manner.
  
  Escalate key issuesor recommendations to management.
• Ensure that‘complexworkorders’transition tothe‘above standard’, IDIQ program in a…