Front Desk Representative - Gm - Warren

Job Description
The Help Desk Representative documents and dispatches on-demand work and service requests received through My Facilities, Maximo and other IWMS/CMMS control systems to initiate work orders with swift efficiency. Collaborates with ARAMARK's site operational staff working extremely closely with the Schedulers and Facility Managers to validate requirements, set priorities, adapt schedules and align resources. The WCC balances demand work with priorities for scheduled maintenance of critical facilities and systems and capital and maintenance projects.
Help Desk Representative (1st and 2nd Shift) field work requests, and monitor/update work order status and customer inquiries. The WCC communicates with WTC-LFMR Representatives and customers on the prioritization, status and ageing of pending work requests. The WCC resolves requests and concerns on site services such as mail rooms, office supplies, copy centers, document destruction, uniform laundry, etc. Compiles Key Performance Indicators (KPIs) to focus and initiate Business Process Development events to continuously improve Safety, Quality, Cost, Responsiveness, People and Environment (SQCRPE).
Job Responsibilities

• Know and uphold ARAMARK's policies, procedures and Service Agreement with GM-WTC to allow customers and tenants to focus on their core business. Take ownership of campus wide facilities, infrastructure and grounds, and drive continuous improvement initiatives to enhance facility performance, operating effectiveness and cost efficiency.
• Monitor data integrity, work request/work order accuracy, user proficiency, the development and use of daily and scheduled reporting functions of IWMS/CMMS. Review performance and customer feedback with FAM and LFMR's for potential process and operational improvements.
• Facilitate communication at all levels between work requestor (customer) and work performer to expedite work requests (receive, capture, assign perform, completed and close) in a timely manner. Coordinate and document escalations from requests to repairs, to improvements, to projects.
• Assist Sr. Operations Managers and Critical Environments Manager in developing, implementing, and improving scheduled maintenance by applying Quality Network Planned Maintenance (QNPM) processes. Ensure that Maximo is a pipeline, not a bottleneck, to operational reliability and extended asset life.
• Monitor status and completion rates and work-order ageing. Help operations resolve open items, reassignment or escalation and ensure customers are informed of outcomes and roadblocks. Ensure that the scheduling of urgent work does not impair operational reliability through unintended consequences.
• Meet customer expectations and operating standards for site services (mail, office supplies, copiers, etc.), oversee contractors and staff, and track reliability, accuracy and customer satisfaction to ensure compliance with contract requirements and initiate process and service improvements.
• Audit operations and compile reports on customer satisfaction, overall equipment effectiveness (OEE), and Key Performance Indicators (KPI's) for productivity (call frequencies, call-backs), process improvements, energy savings, cost reductions and similar "best practice" quality initiatives.
• Participate in corrective action / Kaizen initiatives related to deficiencies and non-compliances with respect to response time, work quality, asset reliability. Engage ARAMARK and customer leadership to permanently resolve issues.

Qualifications

• Batchelor's Degree in Engineering or related curriculum. Certification by recognized professional bodies preferred (IFMA, etc.) Coursework indicating advanced professional development.
• Minimum of 3 - 5 years of relevant technical experience as Facility Manager, Maintenance Supervisor, Planner/Scheduler.
• Knowledge of integrated facility operations and systems maintenance in engineering/research environment, with significant responsibility for customer relations.
• Experience and proficiency with IWMS/CMMS in large scale, technical operations and all aspects of process design, system administration and user training and development. Administrative experience related

About Aramark
Our Mission
Rooted in service and united by our purpose, we strive to do great things for each other, our partners, our communities, and our planet.
At Aramark, we believe that every employee should enjoy equal employment opportunity and be free to participate in all aspects of the company. We do not discriminate on the basis of race, color, religion, national origin, age, sex, gender, pregnancy, disability, sexual orientation, gender identity, genetic information, military status, protected veteran status or other characteristics protected by applicable law.
About Aramark
The people of Aramark proudly serve millions of guests every day through food, facilities, and uniform services in 19 countries around the world. Rooted in service and united by our purpose, we strive to do great things for each other, our partners, our communities, and our planet. We believe a career should develop your talents, fuel your passions, and empower your professional growth. So, no matter what you're pursuing - a new challenge, a sense of belonging, or just a great place to work - our focus is helping you reach your full potential. Learn more about working here at http://www.aramarkcareers.com or connect with us on Facebook, Instagram and Twitter.