Operations Coordinator

Position Summary:

The Operations Coordinator is responsible for efficiently coordinating maintenance requests, assigning work orders to appropriate vendors, and ensuring timely resolution of service issues. This role also acts as the primary point of contact for customers and vendors while maintaining high standards of communication, professionalism, and problem-solving to enhance overall customer satisfaction and maintain strong vendor partnerships.

Key Responsibilities:

Ticket Dispatching:

• Receive, log, and prioritize incoming maintenance requests via phone, email, and FacilIT (CMMS system).
• Assign and dispatch work orders to appropriate maintenance technicians based on skill, location, urgency, and availability.
• Monitor work order progress and ensure timely completion according to service agreements previously outlined with client.
• Utilize client/vendor portals as needed (e.g., ServiceChannel, Corrigo)
• Maintain accurate records of maintenance requests, technician responses, and resolutions.

Customer Relations:

• Act as the first point of contact for clients requesting maintenance or reporting issues.
• Communicate clearly and professionally with customers to provide updates, answer questions, and manage expectations.
• Handle service complaints, escalating unresolved issues to supervisors or managers as necessary.
• Collect and record customer feedback to support service improvement efforts.

Vendor Management

• Maintain the active vendor roster (service areas, trades, certifications, insurance, rate cards, capacity).
• Source/assign vendors; confirm scope, NTE, and access details prior to dispatch.
• Monitor vendor performance daily; escalate risks and coordinate Corrective Action Plans (CAPs) when KPIs slip.
• Run quarterly vendor scorecards and reviews with Operations (on-time arrival, first-time fix, quality, cost adherence, documentation).

Administrative & Coordination Support:

• Manage offshore resources
• Maintain and update the ticketing system and maintenance logs.
• Generate reports on work order status (e.g. aging reports), technician productivity, and customer satisfaction.
• Ensure compliance with company policies and safety standards.

Job Type: Full-time

Pay: $65,000.00 - $75,000.00 per year

Benefits:

• Flexible schedule
• Health insurance
• Paid time off

Ability to Commute:

• Westbury, NY 11590 (Required)

Ability to Relocate:

• Westbury, NY 11590: Relocate before starting work (Required)

Work Location: In person

Managing your facility is no easy task; considering everything from cleanliness, periodic work, preventative maintenance, lighting solutions, Integrated Pest Management - the list is endless... The team at Summit Facility Solutions have adopted a partnership approach to facilities management. Our success is founded on the premise that success in managing your client space requires both the vendor (that's us!) and the customer to form a synergy and work together. This means great communication, constant quality assurance & improvement and a dedicated team to get the job done. We understand the day to day struggle with maintaining your facility; we go beyond the vendor/customer relationship and integrate ourselves into your space to learn the idiosyncrasies so we can design a custom approach to managing the growing needs of your space. By joining as a staff member of the Summit team, you are acting as a solution based representative of our company. We strive to be one of the best service delivery companies on the market and that starts with our employees.