FACILITIES COORDINATOR

Job Summary

The Facility Coordinator is responsible for the coordination, scheduling, and administration of mobile maintenance operations across multiple client locations. This position serves as the central point of contact between clients, suppliers, subcontractors, self-perform maintenance teams, and internal leadership to ensure timely execution of preventive and reactive maintenance activities.
The Facility Coordinator oversees a team of Customer Service Representatives (CSRs) responsible for work order intake, supplier communication, technician dispatching, service follow-up, and customer reporting. The role drives service delivery performance, work order compliance, vendor accountability, and customer satisfaction while supporting operational and financial objectives.

Mobile Maintenance Management

•    Coordinate daily mobile maintenance activities across assigned client locations.
•    Schedule and dispatch self-perform technicians and third-party service providers.
•    Manage preventive maintenance schedules to ensure contractual compliance.
•    Coordinate reactive maintenance requests and prioritize work based on business impact and service-level agreements (SLAs).
•    Monitor work order completion, response times, and technician required documents.
•    Ensure maintenance activities are properly documented within the CMMS or work-order management platform.
•    Escalate critical facility issues and service disruptions to operational leadership.
•    Coordinate and follow up with emergency and after-hours service response activities.

Customer Service Team Leadership

•    Directly supervise Customer Service Representatives responsible for maintenance coordination and client communications.
•    Establish daily and weekly priorities and workload management for the CSR team.
•    Monitor call quality, response times, case resolution, and customer satisfaction metrics.
•    Coach, mentor, and develop CSR team members.
•    Conduct performance reviews and implement continuous improvement initiatives.
•    Ensure consistent communication protocols are followed with clients, suppliers, and field teams.
•    Support staffing plans and resource allocation to meet operational demands.

Supplier and Vendor Management

•    Serve as the primary coordinator between suppliers, subcontractors, and maintenance teams.
•    Ensure vendors meet contract requirements, safety expectations, and service-level obligations.
•    Coordinate vendor scheduling and site access requirements.
•    Monitor vendor performance, responsiveness, and quality metrics.
•    Escalate vendor performance issues and support corrective action plans.
•    Assist with sourcing and qualification of new suppliers when required.

Client Relationship Management

•    Serve as a day-to-day operational contact for assigned clients.
•    Provide work order status updates and service recovery communication.
•    Participate in client meetings and operational reviews.
•    Support preparation of monthly and quarterly business reviews and KPI reporting.
•    Identify opportunities to improve service delivery, reduce costs, and enhance customer experience.

Work Order Administration

•    Manage work order intake through phone, email, client portals, and CMMS systems.
•    Verify scope, priority level, and service requirements before dispatch.
•    Ensure accurate documentation of labor, materials, and service completion details.
•    Track aging work orders and drive timely and proper closure.
•    Monitor compliance with response and completion SLAs.

Additional Qualifications

Reporting and Performance Management

•    Generate and analyze operational performance reports.
•    Track: 
o    Work order volume
o    Response time
o    Completion time
o    Open work orders
o    Technician utilization
o    Preventive maintenance compliance
o    Vendor performance
o    Customer satisfaction
•    Identify trends and recommend process improvements.

Financial Management

•    Review maintenance-related invoices and validate completed services.
•    Assist with budget tracking and cost-control initiatives.
•    Monitor spend associated with subcontracted services.
•    Support cost savings initiatives through supplier management and operational efficiencies.

Safety and Compliance

•    Promote compliance with OSHA, environmental, and client safety requirements.
•    Ensure vendors and maintenance personnel adhere to established safety procedures.
•    Support incident investigations and corrective actions when required.

Supervisory Responsibilities

•    Direct supervision of Customer Service Representatives.
•    Indirect coordination of self-perform technicians and subcontracted service providers.
•    Leadership responsibility for customer communication processes and service response performance.

Required Qualifications

•    Associate's degree in Facilities Management, Business Administration, Operations Management, or related field preferred.
•    Minimum 3-5 years of facilities coordination, maintenance operations, service dispatching, or facility management experience.
•    Minimum 2 years of supervisory experience leading customer service, dispatch, or administrative teams.
•    Experience coordinating multiple service providers and maintenance trades.
•    Proficiency with CMMS, work-order management, or facilities management systems.

Preferred Qualifications

•    Experience supporting mobile maintenance programs.
•    Experience in Integrated Facilities Management (IFM) environments.
•    Knowledge of HVAC, electrical, plumbing, building systems, and general facilities maintenance.
•    Experience with ServiceChannel, Corrigo, Maximo, Archibus, or similar platforms.
•    IFMA Facilities Management Professional (FMP) or Certified Facility Manager (CFM) designation preferred.

Key Competencies

•    Maintenance planning and scheduling
•    Work order management
•    Vendor relationship management
•    Customer service leadership
•    Data analysis and reporting
•    Communication and stakeholder management
•    Time management and prioritization
•    Continuous improvement mindset

Performance Measures
•    Preventive Maintenance Compliance (100%)
•    Reactive Maintenance Response Time
•    Work Order Closure Rate
•    SLA Attainment
•    First-Time Resolution Rate
•    Customer Satisfaction Scores
•    Vendor Performance Metrics
•    Technician Utilization
•    Open Work Order Aging
•    Cost Savings and Operational Efficiency Improvements
Position Objective: Deliver a highly responsive and efficient mobile maintenance program by coordinating self-performance and subcontracted services, leading the customer service function, and ensuring exceptional client communication, operational performance, and service delivery