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JOB DESCRIPTION AND POSITION REQUIREMENTS:The Office of Physical Plant (OPP) is seeking a Facilities Service Manager to lead a new Customer Service Center. The successful candidate will lead the OPP Customer Service Center, with the primary focus to ensure exceptional customer service.The primary responsibilities for the manager are:
Oversee development and operation of OPP Customer Service Center to provide intentional, focused, and collaborative customer-centered alignment across OPP.
Serve as OPP's primary liaison with University Park's distributed network of facility coordinators (FC) and Commonwealth Campus Directors of Business Services (DBS) and facility representatives.
Provide strategic direction to the Work Reception Center (WRC), a 24/7/365 intake, triage, and work routing call center, for all concerns related to maintenance and repair of facilities, grounds, and utilities infrastructure.
The regular work schedule is Monday through Friday, 8:00 AM to 4:30 PM. On site reporting is expected. Flexibility of work hours is required to address business needs of the department.Representative Duties
Manage a team of service representatives; delegate tasks, assign priorities, and design efficient workflows; disseminate information and conduct trainings to ensure consistency of service; responsible for performance management and professional development opportunities.
Provide a general level of technical matter expertise in facilities management services to internal (OPP) and external (University) customers, providing answers and/or direct to resolve customer needs.
Provide leadership, direction, and operational management for the University-wide facility maintenance reception unit that is responsible for prioritizing and resolving facility and infrastructure work requests; ensure operational alignment with OPP mission, policies, and procedures.
Develop and manage unit budget; oversee all budget planning, oversight, forecasting, and reporting activities.
Program Development & Management
Envision, create, and develop programs needed to support overall goals of customer service.
Establish and assess customer service standards; implement process improvement initiatives; identify customer success opportunities and develop strategies to optimize service.
Implement internal and external customer liaison programs that foster strong relationships and open lines of communication.
Lead customer satisfaction and feedback programs, summarizing results, determining trends, and performance gaps. Collaborate within OPP to address improvement initiatives.
Customer Engagement & Advocacy
Function as a liaison with facility coordinators across the University; facilitate cross unit collaboration between coordinators; provide consultation and technical expertise; develop and lead informational and training meetings.
Be an advocate and a voice of our customer’s feedback and improve delivery of our services/products by proactively identifying and addressing client needs.
Coordinate and collaborate with internal departments on facility planning initiatives to include maintenance, alteration, and space planning functions. Lead customer relations by developing and maintaining positive relationships across the breadth of the University's academic colleges and departments.
Facilitate training and outreach for the relevant topics concerning how customers can best work with OPP, and how OPP can provide the best customer experience.
Provide proactive engagement and continual performance monitoring.
OPP is a part of Penn State's Finance and Business organization. As a member of Finance and Business, you will be joining a team of individuals who have the ambition to help Penn State succeed. Workforce diversity, cultural inclusiveness, and employment equity are deeply rooted in Penn State’s historic mission. Just as we are committed to being a diverse educational environment, we are also committed to being a diverse working community. As a community, we endeavor to be a mixture of cultural backgrounds, life experiences, and individual perspectives that add variety and vitality to the workplace. The University believes that we can learn from each other’s differences and break down the barriers that separate us. Penn State is a place where everyone can be themselves, together.Education and experience:Minimally requires a Bachelor's degree and 8 years of relevant experience, including 3+ years of supervisory experience We are seeking candidates with experience in facilities maintenance and operations, customer service and success, and operations management or similar work.The Pennsylvania State University is committed to and accountable for advancing diversity, equity, inclusion, and sustainability in all of its forms. We embrace individual uniqueness, foster a culture of inclusion that supports both broad and specific diversity initiatives, leverage the educational and institutional benefits of diversity in society and nature, and engage all individuals to help them thrive. We value inclusion as a core strength and an essential element of our public service mission. The salary range for this position, including all possible grades is:$61,800.00 - $89,600.00Salary Structure (https://hr.psu.edu/current-employee/compensation/staff-salary-grades-and-leveling-matrix) - additional information on Penn State's job and salary structure. CAMPUS SECURITY CRIME STATISTICS: Pursuant to the Jeanne Clery Disclosure of Campus Security Policy and Campus Crime Statistics Act and the Pennsylvania Act of 1988, Penn State publishes a combined Annual Security and Annual Fire Safety Report (ASR). The ASR includes crime statistics and institutional policies concerning campus security, such as those concerning alcohol and drug use, crime prevention, the reporting of crimes, sexual assault, and other matters. The ASR is available for review here (https://police.psu.edu/annual-security-reports) .Employment with the University will require successful completion of background check(s) in accordance with University policies. EEO IS THE LAWPenn State is an equal opportunity, affirmative action employer, and is committed to providing employment opportunities to all qualified applicants without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability or protected veteran status. If you are unable to use our online application process due to an impairment or disability, please contact 814-865-1473.Federal Contractors Labor Law Poster (https://affirmativeaction.psu.edu/files/2022/01/Federal-Contractors-Labor-Law-Poster.pdf) PA State Labor Law PosterAffirmative Action (https://policy.psu.edu/policies/hr11) Penn State PoliciesCopyright Information (https://www.psu.edu/copyright-information) HotlinesUniversity Park, PA