Senior Customer Service & Systems Administrator

Senior Customer Service & Systems Administrator

Brandeis University | Waltham, MA

Hiring Range: $63.9k - $95.2k

The anticipated hiring salary is generally expected to fall near the midpoint of the range, based on the candidate’s qualifications, skills, experience, and internal equity. Offers above the midpoint may be considered for candidates with exceptional qualifications and directly relevant experience. This is an in-person position. The work schedule is Monday - Friday, 7AM - 3PM. Exciting opportunity available supporting the Executive Director, of Operations, Administration and Budget.

The Senior Customer Services and Systems Administrator plays a key administrative and operational support role within the Campus Planning and Operations group, providing administrative support for facility management technology and systems used across Campus Operations. This person will support the identification and implementation of technology and process improvements that improve operational efficiency, staff productivity, and work quality. The position has primary administrative responsibility for the Facilities Maximo computerized maintenance management system (CMMS).

This role also maintains Campus Operations website updates for Campus Operations. The position works with Communications and appropriate Campus Operations departments to ensure website information is accurate, current, accessible, and user-friendly. This role also supports the day-to-day administration of Facilities Customer Service and Work Management operations and serves as an initial point of contact for the campus experiences with the Facilities organization.

This includes intake of all service requests from the University Community, supporting the processing and assignment of work orders for the facilities services team as well as resolution of all customer service issues. This individual is also responsible for supporting a positive end user experience for our community and continuous review and improvement of the service. This individual will also provide monthly billing of custodial, technical trades and fuel services, as well as monthly or weekly reporting on open or closed work orders and KPI data to key personnel across the campus community, University Events, Finance and Facilities leadership.

The position works closely with the Supervisor of Work Order Operations to support the effective administration, tracking, reporting, and resolution of Facilities work orders and customer service requests.

Customer Service Reporting to the Exec Director of Operations, Administration and Budget, this position provides administrative support to the Facilities Work Management group, coordinating the daily intake and processing of work orders.

Supports the resolution of all customer service issues, troubleshooting and working through to resolution.

Interacts with departmental field staff, supervisors, managers and other senior staff, as well as a broad range of customers and constituents both within the University and external to Brandeis.

Provides regular reporting from the Maximo workorder system for monthly financial chargebacks, open service tickets to departments and KPI data.

Works closely with the Supervisor of Work Order Operations to monitor work order activity, identify issues requiring follow-up, and support timely processing and closure of service requests.

Supports communication with departments regarding work order status, service requests, and customer service issues.

Work with the Associate Director, Facilities Support Services, who will oversee the vendor, to provide administrative support for facilities materials management and the outsourced…