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Overview:

The Operations Control Center Associate ensures that all incoming facilities work requests from students, faculty, staff and other members of the Tufts Community into the Operations Division (Facilities, Events, Emergencies, etc.) are properly interpreted and triaged for both emergency and proper assignment purposes. Ensure the integrity, accuracy and completeness of Facilities repair and maintenance work order data, files, front-end communications and information flows. This role has responsibilities in Medford and Boston.

WHAT YOU'LL DO:

The Work Control Coordinator ensures that all incoming facilities work requests from students, faculty, staff and other members of the Tufts Community into the Operations Division (Facilities, Events, Emergencies, etc.) are properly interpreted and triaged for both emergency and proper assignment purposes. Ensure the integrity, accuracy and completeness of Facilities repair and maintenance work order data, files, front-end communications and information flows.

• Responsible for receiving, prioritizing and processing work requests in Maximo – Facilities Work Management system.
• Ability to be trained in and ultimately read and interpret proprietary building automation system dashboards (e.g. Johnson Controls), respond to equipment sensors and alarms that send data and readings to a dashboard when out of tolerance and create necessary work-orders in response to a variety of circumstances. Read / interpret diagnostic building automation screens. Have an understanding of basic mechanical, electrical and plumbing equipment and systems and understand basic actions that can be taken to regulate such equipment in accordance with manufacturer guidelines.
• Act as the communications center and dispatch for trades and professional staff.
• Clarifies service needs with customers through effective and professional verbal and written interactions.
• Secures necessary approvals for charges associated with billable work (versus baseline maintenance work).
• Handles requests from outside contractors in gaining access to areas throughout campus, giving them contractor keys, keeping records of who has what and making sure they are returned in a timely manner.
• Applies business rules and possesses subject matter understanding of Tufts facilities, systems and assignment rules and data standards such that incoming work is classified in accordance with work type, system, asset and other work management classifications.
• Understands equipment safety protocols and ensures such protocols are logged in university systems. Understands and coordinates necessary facilities field resources to administer proper safety protocols in accordance with university policy.
• The ability to apply discretion and problem-solving skills to an infinite variety of impromptu requests that range from complex to simple as well as emergency (high pressure) and non-emergency circumstances.
• Capable of reading plans, interpreting alarms, assigning work to different disciplines and interpreting often complex rules to channel work to the appropriate resources.
• Ability to identify patterns, groupings and other work proclivities such that continuous process improvement opportunities are identified.
• Controls inventories assigned to Facilities Management; receives and catalogs incoming materials.

BASIC REQUIREMENTS:

• Knowledge and experience typically acquired by: Associate's Degree in facilities management, engineering or similar technical discipline or profession.
• Knowledge of / experience in MEP and instrumentation controls.
• Experience with Maximo.

PREFERRED QUALIFICATIONS:

• Bachelor's Degree in facilities management, engineering or similar technical discipline or profession.
• Prior experience in a support center environment.

SPECIAL WORK SCHEDULE REQUIREMENTS:

This job involves responsibilities that are performed in an on-site working environment.

• Our operation typically runs from 6:00 AM - Midnight.
• Schedules assigned are based on business need. Flexibility in work schedule is key for the operation and covering of all shifts.
• The anticipated shift is Thursday - Monday; 8:00AM - 4:30PM.
• Monday on the Boston Campus, Thursday-Sunday on the Medford Campus.
• Flexible work arrangements can be amended or terminated by a manager with reasonable notice if work requirements or business needs change.
• This position is considered essential as defined by Tufts University, which requires key University employees to report to work during weather emergencies, such as situations related to weather and/or man-made, such as power outages and scheduled utility shutdowns.

SALARY RANGE:

Minimum $24.70, Midpoint $29.50, Maximum $34.20