Administers and oversees the work management system and is the content expert and department resource on all procedural and automated features and functions. Monitors, troubleshoots, and recommends changes and enhancements to support department’s service operations

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Resolves customer complaints and handles requests for special or non-standard services

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Maintains up-to-date knowledge of Facilities Department operations, including the location of units, services performed, campus buildings, weather conditions, daily schedules and special events

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Responds expeditiously to emergency situations and breakdowns. As necessary, notify and dispatch appropriate personnel in response to emergency situations via radio or telephone

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Develops and reports on metrics in work order compliance, such as response time, completion time, overall completion percentage, etc. for internal metrics and vendor reporting. Reports to client as appropriate to agreed reporting requirements

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Provides training on systems and other technologies as needed for employees, technicians, management, and clients

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Generates reports and other management information from the TMA system as requested by supervisors and managers

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Responsible for the upkeep of CMMS data. Expectations include, but not limited to:Building set ups – add, change, delete building record

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  Assets – add new, update, and take out of service, etc
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  Users – add new and remove as neede
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  PMs – Set up new, update existing, etc
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  User documentation/information – update warranty info, procedures, contracts, attach tech manuals, tech notes, etc
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  Others as define
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Designs, generates, reviews, and understands reports. Uses aggregate data from various sources to build a complete analysis, improvement and/or recommendation(s). Prepares and presents results of analysis and reports along with their relative impact(s) to the department to all levels of management

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Designs business metrics for accountability. Meets with various members of the campus community to understand their requirements. Business metrics may include performance tracking, contract compliance measures, operational efficiency metrics, and/or financial management measures

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Works with Project Management, Daily Operations, and Utility staff to create new equipment lists and ongoing maintenance requirements for building system components installed via new construction, renovations of existing space, or the replacement of existing systems. Provide information to Project Management staff regarding the necessary formatting for the equipment list to be directly loaded into the CMMS

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Works with Project Management, Daily Operations, and Utility staff to identify equipment removed from service and deactivate removed equipment in the CMMS

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Reviews and updates space information in the CMMS to account for the addition of spaces through new construction and the modification of spaces via renovations. Work with the Campus Planner to ensure that space information in the CMMS matches that held in the University’s master space inventory

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Works with the CMMS provider to identify needed system updates/upgrades, identify training opportunities for all staff using the CMMS, and maintain the service contract between UMass Boston and the CMMS provider

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Develops policy and procedures for the handling and assigning of received work orders by Facilities Service Response staff

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Administers preventative maintenance tracking and documentation programs. Reviews scope and frequency of preventive maintenance work orders with Directors, Deputy Directors and Supervisors and revises CMMS tasks and frequencies as required

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Utilizes CMMS to generate and provide management with reports such as work backlog, equipment repair history and cost, trouble calls, work orders received, and customer satisfaction

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Analyzes work order flow, workload demands, and management expectations and identifies opportunities to improve processes, planning and performance

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Performs all work in accordance with established safety procedures

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Performs other duties as required

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