Customer Service
- Promptly respond to inquiries and complaints from customers, staff, and peer patient services departments
- Communicate across all mediums with internal and external customers in a timely, concise, and professional manner
- Establish and fortify strong professional working relationships with customer leaders and teams
- Be present in the functional environment keeping a keen eye on continuous improvement opportunities
- Drive team performance in order to optimize customer service
- Promote a positive and productive work environment through sharing information and coordinating the efforts of the different support departments
People Leadership
- Set the example for professionalism, teamwork, communication, culture, and continuous improvement
- Lead direct reports (as applicable) for functional efficiency and technical mastery
- Foster and encourage a 'growth mindset'
- Monitor work activity levels and maximize staffing to work required.
- Participate in the resolution of employee complaints and grievances.
- Interview and recommend the employment of applicants for union maintenance personnel.
- Manage outside contractors, vendors and trades for in house customer needs.
- Ensure accountability of department work records and staff utilized for work performed
- Assist in the resolution of inter-departmental operating problems
- Administer labor force work processes, material acquisition, and installation and when necessary, discipline in accordance with university disciplinary guidelines
- Cooperate with department Training Coordinator and others to deliver training necessary to permit staff to meet/exceed set standards
Facility/Technical Oversight
- Oversee the functioning and maintenance of building systems including mechanical, electrical, and fire/life safety
- Coordinate system shutdowns with all involved parties and stakeholders for efficient and minimally impactful operation
- Gather and analyzes information, prepare operational reports, and evaluate current and proposed services
- Drive facility operations and performance to optimize budgetary compliance, regulatory readiness, customer need, and continuous improvement
Safety & Compliance
- Participate and contribute to various operational meetings and committees
- Ensure staff meets current licensing requirements and maintain records or licensure
- Maintain and enforce safety standards to assure compliance with University, State and Federal codes and applicable regulations.
- Plan and recommend objectives or programs concerning departmental operating standards
- Initiate and accurately prepare and submit timely forms and records, including payroll, inventory records and material requisitions
- Specify, order, and manage shop supplies and equipment within governing procurement policies and regulations and with a focus to lean practices/efficiencies.
- Ensure self and staff compliance to department & University policies regarding key controls, vehicles, uniforms, attendance, documentation, corporate compliance, integrity, patient privacy and overall safety.
Work & Budgetary Controls
- Coordinate the flow of work and services, managing the timely completion of preventative and corrective maintenance to meet monthly and annual key performance indicators (KPIs).
- Participate in the ongoing goals and visioning processes for continuous improvement.
- Make independent Facilities operations decisions based on department policies and procedures and within the scope of the position
- Actively participate in emergency and contingency planning efforts
- Provide input to annual budgetary process and drive positive performance to related fiduciary objectives