What are the responsibilities and job description for the Call Catcher/Maintenance Dispatcher position at NFM & J LP?
Who We Are
The Facilities Group (TFG), headquartered in Tampa, FL, is a family of commercial facilities maintenance companies, providing best-in-class service to over 25,000 locations across the country. The Facilities Group partners with the premier local, regional, and national facility service providers while maintaining brand legacy and driving high-powered technology. The Facilities Group family of companies has 17 offices throughout the United States and provides a comprehensive suite of janitorial and maintenance services to a variety of end markets including commercial, distribution, logistics, aviation, education, finance, industrial, and healthcare facilities.
Our principle of providing best in class service not only guides how we treat our clients but is also the foundation of our company culture. We understand the importance of maintaining an exciting culture for our employees and believe in creating an empowering professional environment with a sense of community and opportunity.
What You Will Be Doing
The Call Catcher/Maintenance Dispatcher supports 24/7 airport facility operations by serving as the central point for intake, triage, and dispatch of all reactive and preventive maintenance requests. This role manages CMMS workflows, ensures accurate documentation, prioritizes service response, and coordinates communication between the AATC Communications Center, field technicians, supervisors, and facility leadership. The dispatcher monitors work order progress, supports performance tracking, and helps maintain compliance with SLAs and operational standards. By ensuring timely and accurate processing of maintenance activities, this position contributes directly to system uptime, staffing efficiency, and overall contract performance.
Call Catcher/Maintenance Dispatcher Duties & Responsibilities
- Receive and process maintenance calls from AATC Communications Center.
- Create, prioritize, and assign reactive maintenance work orders within the Hexagon enterprise asset management system.
- Dispatch appropriate trade personnel (HVAC, Plumbing, Electrical, Fire Suppression, Door Tech, Escort) based on urgency and system impact.
- Monitor real-time status of open work orders to ensure on-time completion.
- Track Preventive Maintenance schedule adherence and flag missed or at-risk assignments.
- Maintain accurate labor coding aligned with Staffing performance measurement requirements, SOW Zone 2 5
- Support daily reporting tied to Staffing (60%), Work Complete (25%), and Inspection (15%) performance categories.
- Coordinate utility shutdown notifications and communications when required.
- Support QC documentation and assist with preparation for weekly performance review meetings.
- Maintain organized documentation and electronic records in compliance with contract deliverables.
- Provide professional, calm, and clear communication in high-pressure operational situations.
- Meet preventive maintenance and work order SLA targets.
- Maintain plumbing system uptime and regulatory readiness.
- Ensure backflow documentation is accurate and audit ready.
- Reduce repeat failures through proper diagnosis and repair.
- Support a strong safety culture with zero preventable incidents.
Call Catcher/Maintenance Dispatcher Requirements
- 3-5 years’ experience in dispatch, maintenance coordination, facilities operations support, or similar high-volume service environment.
- Strong working knowledge of CMMS systems (Hexagon strongly preferred).
- Experience supporting 24/7 operations in airports, hospitals, transportation, or mission-critical environment preferred.
- Ability to read and understand basic trade terminology across HVAC, electrical, plumbing, fire suppression, and general maintenance.
- Strong organizational and multitasking ability in time-sensitive environment.
- Excellent written and verbal communication skills.
- Proficiency in Microsoft Office (Excel, Outlook, Teams).
- Ability to interpret performance metrics and generate reports.
- Ability to obtain airport badging and pass background screening.
- Professional demeanor and ability to remain composed during operational incidents.
Work Environment & Safety Standards
This role operates across terminal areas, mechanical rooms, and utility spaces. Work may involve lifting, climbing, confined space awareness, and exposure to heat, cold, and noise. All activities must comply with OSHA regulations, plumbing codes, airport requirements, and site safety policies.
The Facilities Group is committed to fostering, cultivating, and preserving a culture of diversity and inclusion. We provide equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. Our commitment extends beyond preventing discrimination and harassment; it’s about creating an environment where diverse backgrounds and perspectives are valued. We believe in the power of our people, the ideas they bring, and what we can accomplish together.
Consistent with the Americans with Disabilities Act (ADA), all state & federal requirements, it is the policy of The Facilities Group to provide reasonable accommodation when requested by a qualified applicant or employee with a disability, unless such accommodation would cause an undue hardship. The Facilities Group also provides reasonable accommodations as required under the Pregnant Workers Fairness Act (PWFA) for limitations related to pregnancy, childbirth, or related medical conditions. The policy regarding requests for reasonable accommodation applies to all aspects of employment, including the application process. If reasonable accommodation is needed, please contact the Recruitment Team 813-425-1985.
#TFGAHP