Engineering Customer Support Representative

This position requires an understanding of corrective and preventive maintenance, and knowledge of codes and regulations regarding maintenance activities, the ability to process various levels of requests from simple routine tasks, complex urgent repairs and in various types of facilities complaints and work quality assurance. Make accurate decisions in determining priorities and type of maintenance work based on experience and company procedures.


Duties include, but are not limited to:

• Support/assist customers on the submission/receipt of work requests.
• Assist requester in providing appropriate detail for scope of work definition to ensure correct prioritization and effective planning
• Route, analyze, and determine appropriate level of work request
• Responsible for maintaining a high level of professionalism with Tenants and working to establish a positive rapport with every call
• Perform Customer Service communication with requester regarding work requests to ensure transparency in development and execution of work.
• Review completed work orders for completeness and compliance with company procedures.
• Ensure feedback and continuous improvement suggestions are resolved and incorporated as necessary.
• Attention to details

• Expertise in Quality and Facility Management
• Knowledge in Engineering materials and processes (Civil materials)
• Basic Accounting for data interpretation
• Time Management, Resiliency, Planning

Qualifications:

• Bachelor’s degree or equivalent with at least 3 years of professional level experience.
• Must have experience with maintenance and have a general knowledge of what type of work different tradesmen perform.
• Must be able to work effectively in a team environment with minimal supervision.
• Effective written and oral communication skills and the ability to interface with all levels of management and internal and external customers is essential.
• Ability to cope with conflicting deadlines, frequent interruptions, and multiple tasks.
• Must have a valid driver's license.