• Job Description

  Req#: REQ_0000063875

  APPLICATION INSTRUCTIONS:

  • CURRENT PENN STATE EMPLOYEE (faculty, staff, technical service, or student), please login to Workday to complete the internal application process . Please do not apply here, apply internally through Workday.

  • CURRENT PENN STATE STUDENT (not employed previously at the university) and seeking employment with Penn State, please login to Workday to complete the student application process. Please do not apply here, apply internally through Workday.

  • If you are NOT a current employee or student, please click “Apply” and complete the application process for external applicants.

  JOB DESCRIPTION AND POSITION REQUIREMENTS:

  The Office of Physical Plant (OPP) seeks a Facilities Services Manager to lead a new Customer Service Center. The successful candidate will lead the OPP Customer Service Center, primarily focusing on ensuring exceptional customer service.

  The primary responsibilities of the manager are:

  • Oversee the development and operation of the OPP Customer Service Center to provide intentional, focused, and collaborative customer-centered alignment across OPP.

  • Serve as OPP's primary liaison with University Park's distributed network of facility representatives (FR).

  • Provide strategic direction to the Work Reception Center (WRC), a 24/7/365 intake, triage, and work routing call center, for all concerns related to maintenance and repair of facilities, grounds, and utilities infrastructure.

  The regular work schedule is Monday through Friday, 8:00 AM to 5:00 PM. On-site reporting is expected. Flexibility of work hours is required to address the business needs of the department.

  Representative Duties

  • Provide leadership, direction, and operational management for the University-wide facility maintenance reception unit that is responsible for prioritizing and resolving facility and infrastructure work requests; ensure operational alignment with OPP mission, policies, and procedures

  • Manage a team of service representatives; delegate tasks, assign priorities, and design efficient workflows; disseminate information and conduct training to ensure consistency of service; responsible for performance management and professional development opportunities

  • Establish and assess customer service standards; implement process improvement initiatives; identify customer success opportunities and develop strategies to optimize service

  • Serve as a liaison with facility representatives across the University; facilitate cross-unit collaboration between coordinators; provide consultation and technical expertise; develop and lead informational and training meetings

  • Coordinate and collaborate with internal departments on facility planning initiatives to include maintenance, alteration, and space planning functions

  • Develop and manage unit budget; oversee all budget planning, oversight, forecasting, and reporting activities

  Program Development & Management

  • Envision, create, and develop programs needed to support overall goals of customer service.

  • Establish and assess customer service standards; implement process improvement initiatives; identify customer success opportunities and develop strategies to optimize service.

  • Implement internal and external customer liaison programs that foster strong relationships and open lines of communication.

  • Lead customer satisfaction and feedback programs, summarizing results, and determining trends, and performance gaps. Collaborate within OPP to address improvement initiatives.

  Customer Engagement & Advocacy

  • Function as a liaison with facility representatives across the University; facilitate cross-unit collaboration; provide consultation and technical expertise; develop and lead informational and training meetings.

  • Be an advocate and a voice for our customer’s feedback and improve the delivery of our services/products by proactively identifying and addressing client needs.

  • Coordinate and collaborate with internal departments on facility planning initiatives to include maintenance, alteration, and space planning functions. Lead customer relations by developing and maintaining positive relationships across the breadth of the University's academic colleges and departments.

  • Facilitate training and outreach for the relevant topics concerning how customers can best work with OPP, and how OPP can provide the best customer experience.

  • Provide proactive engagement and continual performance monitoring.

  OPP is a part of Penn State's Finance and Business organization. As a member of Finance and Business, you will be joining a team of individuals who have the ambition to help Penn State succeed. Workforce diversity, cultural inclusiveness, and employment equity are deeply rooted in Penn State’s historic mission. Just as we are committed to being a diverse educational environment, we are also committed to being a diverse working community. As a community, we endeavor to be a mixture of cultural backgrounds, life experiences, and individual perspectives that add variety and vitality to the workplace. The University believes that we can learn from each other’s differences and break down the barriers that separate us. Penn State is a place where everyone can be themselves, together.

  Education and experience:

  Minimally requires a Bachelor's degree and 8 years of relevant experience, including 3+ years of supervisory experience

  We are seeking candidates with experience in facilities maintenance and operations, customer service and success, and operations management or similar work.

  This position requires that you operate a motor vehicle as a part of your job duties. A valid driver’s license and successful completion of a motor vehicle records check will be required in addition to standard background checks.

  The Pennsylvania State University is committed to and accountable for advancing diversity, equity, inclusion, and sustainability in all of its forms. We embrace individual uniqueness, foster a culture of inclusion that supports both broad and specific diversity initiatives, leverage the educational and institutional benefits of diversity in society and nature, and engage all individuals to help them thrive. We value inclusion as a core strength and an essential element of our public service mis

  sion.

  The salary range for this position, including all possible grades is:

  $68,200.00 - $102,300.00

  Salary Structure - additional information on Penn State's job and salary structure.

  CAMPUS SECURITY CRIME STATISTICS:

  Pursuant to the Jeanne Clery Disclosure of Campus Security Policy and Campus Crime Statistics Act and the Pennsylvania Act of 1988, Penn State publishes a combined Annual Security and Annual Fire Safety Report (ASR). The ASR includes crime statistics and institutional policies concerning campus security, such as those concerning alcohol and drug use, crime prevention, the reporting of crimes, sexual assault, and other matters. The ASR is available for review here.

  Employment with the University will require successful completion of background check(s) in accordance with University policies.

  EEO IS THE LAW

  Penn State is an equal opportunity, affirmative action employer, and is committed to providing employment opportunities to all qualified applicants without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability or protected veteran status. If you are unable to use our online application process due to an impairment or disability, please contact 814-865-1473.

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  Hotlines

  University Park, PA

• About the company

  The Pennsylvania State University is a state-related, land-grant research university with campuses and facilities throughout Pennsylvania.

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