Manager, Facilities Customer Service

Job Summary

The Facilities Customer Service Manager under minimal supervision of the Senior Director serves as the central communication manager for Salt Lake Community College (SLCC) Facilities Services. This role is responsible for managing newsletters, construction and maintenance updates, website improvements, division communication, customer support, coordination of maintenance and event work orders, surveys, and facilitating coordination between all Facilities Services departments. Additionally, this position oversees the CMMS (Computer Maintenance Management System), including asset management, repair and maintenance, preventive maintenance, and data management.

The Facilities Customer Service Manager collaborates with all departments within the Facilities Services Division to enhance communication and coordination, ensuring clear and effective distribution of information related to facilities projects, updates, and events. This role is crucial for internal and external communications, event coordination, crisis communication, feedback collection, and continuous improvement.

This position works under broad direction with full accountability for their own work or projects. Receives assignments in the form of objectives. This requires someone who is self-directed, a strong problem-solver and the ability to resolve conflict.

SLCC Facilities Service comprises 9 departments with approximately 300 employees, servicing 8 campuses around Salt Lake County, covering a total of 2.6 million square feet of managed facility space., 374 acres, and a fleet of 145 vehicles.

This position requires a proactive individual who can effectively manage multiple tasks and communicate clearly with different audiences. The Facilities Customer Service Manager will play a crucial role in promoting and supporting the Facilities Division’s goals and initiatives. Essential Responsibilities and Duties

• Communication Hub : Serve as the central point of contact for SLCC Facilities Services, managing internal and external communications (newsletters, maintenance notices, construction updates, closures, outages, surveys, websites, and social media). Coordinate work orders and project information to ensure successful handoffs. Assist in writing and updating procedures, job descriptions, training guides, and manuals. Maintain and update project dashboards and signage. Collaborate with the marketing department for blog posts, news articles, and other important information dissemination.
• Manager Customer Service Team : Lead, supervise, and manage a team of Customer Service employees (usually around 5).
• Division Communication : Facilitate effective communication between departments within the Facilities Services Division.
• CMMS Management : Administer the Computerized Maintenance Management Systems (CMMS) like Dematic Sprocket, including asset management, repair and maintenance tracking, and preventive maintenance scheduling.
• Work Order Coordination : Manage and coordinate all work orders, ensuring timely and efficient completion. Communicate relevant updates to all parties
• Event Coordination : Ensure college event support is properly requested and coordinated.
• Customer Support : Engage with the customers to address inquiries and provide updates on facilities-related matters. Proactively solve customer concerns and resolve unavoidable complaints.
• Website Management : Oversee the Facilities Service website, ensuring it contains up-to-date, organized, and accurate information that is easy to find and navigate.
• Marketing and Communications : Play a key role in external communication efforts related to Facilities Services by closely collaborating with the Marketing and Communications department.
• Crisis Communication : Handle crisis communication, ensuring accurate and timely dissemination of information to relevant parties.
• Feedback : Collect and analyze feedback to improve Facilities Services operations and customer satisfaction.
• Continuous Improvement : Drive innovation and support change implementation in the continuous improvement model.
• Onboarding, Training, and Employee Support : Manage onboarding, training, and employee support through the Facilities Employee Specialist.
• Budget Management : Manage the Customer Service labor and operational budgets and inter-departmental billings.
• Other duties as assigned.

Essential Responsibilities and Duties Continued Minimum Qualifications

Note :

Preferred Qualifications

Knowledge, Skills & Abilities Knowledge :

Abilities :

Non-Essential Responsibilities and Duties

Salary : $65,837 - $71,562