Opportunities

Associate Director of Facilities Customer Service

Montclair, NJ · Director

Sponsorship not specified$84k-$90kDetected 2 days ago

SwiftComputer VisionOperations ManagementProcess ImprovementProcurementHRPerformance ManagementHRISCustomer SupportCommunicationMicrosoft Office

About the role

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.
When applying, please take a moment to carefully read and follow the steps in the application instructions.

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.
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.
Maintain and improve FCSC operations by monitoring Maximo's system performance.
Manage system process improvement and quality assurance programs.
Strategically manage an operations management team to enhance unit and division performance by setting clear and accountable performance measures.
Empower and engage the FCSC team to create a culture and process that achieve business goals and objectives. Assess and improve customer satisfaction and other customer Key Performance Index metrics.
Manage staff and unit operations; develop job descriptions and performance standards.
Coordinate with Facilities Training and Development to develop, recommend, implement, and monitor staff training compliance to maximize unit operations.

Bachelor's degree from an accredited college or university.
A minimum of four years of professional experience managing operations customer service teams using Maximo, or a comparable Maintenance Management System
Experience with exceeding targets, KPIs, or SLAs, in a quality-focused, compliance-centered environment
Proficiency in the Microsoft Office Suite
The ability to report to work during emergencies, or work outside of standard business hours, when necessary
and approve various personnel actions required, including promotion, hiring, and disciplinary action in accordance with University policies and State regulations.
Excellent written and verbal communication skills
Management or relationship management experience at a strategic planning level
Applicants should include a resume and cover letter describing how their background, skills and education match the needs of the University. When applying, please take a moment to carefully read and follow the steps in the application instructions.

$83,600.00-$90,000.00 Annual The position may also be eligible for comprehensive benefits, including health insurance, retirement plans, and tuition assistance. For further details, please visit: https://www.montclair.edu/human-resources/benefits/
Salary offers for internal employees who are part of a collective bargaining unit (CBU) and are applying to a position that is within a CBU will be determined in accordance with contractual provisions.

https://www.montclair.edu/human-resources/benefits/
Montclair State University considers factors such as, but not limited to, scope and responsibilities of the position, candidate's relevant work experience, education, skills, and internal equity, when extending an offer.
Determine call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses.
Comply with safety standards applicable to the University and with all rules, regulations and orders with respect to the University's occupational health and safety program.
Ensure that employees are aware of and comply with occupational health and safety training directives.
Montclair State University values access and educational excellence.
We seek applicants who will contribute diverse ideas and perspectives and who value an environment that promotes educational growth and advancement for all.
The contact information, work experience, and education listed on your Resume/CV will be parsed and input into your Montclair application.

Enhance First Call Resolution efforts to provide customers with enhanced communication about service progress to avoid repeat calls and complaints on a single request.

EEO/AA Statement
Montclair State University is an Equal Opportunity/Affirmative Action institution with a strong commitment to diversity.

This listing is sourced directly from Opportunities's careers page and normalized into a canonical job model.