Job Purpose

Responsible for the administration and operation of the Computer Aided Facilities Management (CAFM) system from an Operational Maintenance Perspective.

Job Responsibilities

• Receive calls promptly and professionally, addressing customer inquiries, concerns, and requests.
• Make outbound calls for various purposes, such as follow-ups, and order confirmations.
• Listen actively to customers' concerns and provide appropriate solutions or escalate issues to higher-level support as needed.
• Document and log customer interactions and resolutions accurately in the system.
• Manage large amounts of inbound and outbound calls in a timely manner specially during peak hours.
• Follow communication “scripts” when handling different topics.
• Communicate clearly and effectively with customers, using proper language and tone.
• Provide information, instructions, and assistance in a concise and understandable manner.
• Maintain accurate and detailed records of customer interactions, transactions, and feedback.
• Complete required forms and reports as necessary.
• To create accurate input for assets into the CAFM/CMMS for data records and reports (manual & computerized) in accordance with Company procedures.
• To ensure that asset data is correctly entered, stored and maintained.
• Input asset data and planned maintenance into database program
• To provide Planned Preventive Maintenance (PPM) work orders, in accordance with pre-program of work.
• To raise Reactive Maintenance (RM) work orders for technical staff
• To interrogate data records (manual & computerized) as directed for accuracy, legibility or damage.
• To auto generate reporting data on PPM and RM carried out to ascertain status.
• To generate periodic reports accurately and efficiently for client reporting.
• To sort, classify, file and retrieve information, according to content, purpose, user criteria, or numerical order in accordance with company filing system.
• To document materials movement, using computer system.
• To communicate with customers, employees, and other individuals by Help Desk action and to impart information on status of work orders.
• To complete work schedules and follow up with the concerned personnel to close the completed task in the system.
• To update and close the completed task in the system.

To continuously monitor the work order list on the Computer Aided Facilities Management (CAFM) system ensuring that:

• Work Orders are batched into skill and location groups to ensure the most effective and efficient service delivery that helps achieve the KPI priorities and SLA timelines set against each job is attained.
• The Maintenance Operatives have a manageable number of Work Orders to sustain their workflow rate, while not overloading.
• The Maintenance Operatives give an acceptable level of feedback, on rectification actions taken or any problems/issues they encounter which could be useful in future fault rectification.
• To monitor and progress (via third parties in some cases) the actions on suspended Work Orders to a successful completion.

Job Stakeholders

• Internal - Facilities Management Managers/Supervisor
• External - Clients, Customers

Job Requirements

Qualification and Experience

• At least 2-3 years of experience in a similar capacity and similar industry
• Office Computer Applications, Word, Excel, Access, Power-point
• Proven track record in achieving cost savings for current/past employments
• Clerical and Administration Skills

Skills

• High energy
• Sense of urgency
• Highly organized
• Proactive
• Solution (not problem) focused
• Personable/ friendly professionalism
• Great people skills
• Customer service focus
• Strong teamwork skills
• Excellent presentation
• Attention to detail/ accuracy
• Professional written and verbal communication

Job Context

• All departments including but not limited to Admin, Legal, Finance, Projects, Procurements, Marketing, Audit, etc.

Job Competencies

• Leadership Competencies
• Managing Teams
• Managing Conflicts
• Managing and Measuring work
• Achievement Drive
• Negotiating Skills

Core Competencies

• Teamwork
• Managing diversity
• Guest Centric
• Innovation
• Decision Making

Functional Competencies

• Data Management
• To be able to compile and manage data that has been gathered
• Provide information to upper management through data that has been gathered