Position Summary:

The Facilities Service Center Manager is responsible for managing the daily operations of the Facilities Service Center. The 24/7 Center dispatches Facilities Management calls for three hospital campuses; the JHU School of Medicine and the Johns Hopkins Medical Management Corp. and provide compliance and operational program support to EVC, Engineering and Clinical Engineering.

• Trains and manages staff to receive service requests for JHH Engineering, Clinical Engineering (CES) and Environmental Care (EVC); JHBMC Engineering, CES and EVC: HCGH Engineering and CES; JHUSOM Engineering and Custodial Services and JHMMC Engineering.
• Ensures staff understand the scope of service provided by over 80 shops and are precise in dispatching service requests for: 3 Emergency Departments; 100 buildings; 94 Operating Rooms; 83,000 medical devices and 19 pharmacies.

• Works with service providers, staff and customers to continually improve service; identify trends and prepare/implement solutions.

• Plans, schedules, assigns, directs and closely supervises the processing of routine and emergency maintenance and engineering issues of the Hospital complex.

• Oversees compliance programs: auditing cleaning of inpatient rooms on every inpatient unit twice monthly at JHH and JHBMC; auditing Oxycide dispensers and buckets at JHH and JHBMC; and other activities as needed.

• Managers operational programs such as managing the bed board to ensure room cleaning is escalated; data entry; key distribution and other activities as needed.

• Supervises and directs the activities of customer service specialists and resolves escalated issues and concerns. Manages departmental performance review process to ensure timely completion of performance evaluations and merit increases.

• Coordinates employee training, complete travel arrangements, and maintain continuing education database. This work is performed under the limited supervision of the Facilities Director of Compliance

Education:

Bachelor's degree in business management or related field. Experience beyond the work experience requirement may be substituted for the degree on a 2 years of experience for 1 year of education basis .i.e. 4 years.

Work Experience:

• At least 2 years of progressive leadership/management experience in a high-volume customer service environment, demonstrating innovation, team engagement and results.
• Experience in facilities design and construction or health care is strong preferred.