The Facilities Maintenance Specialist provides support to Corporate and Franchise Stores, In House Maintenance Techs, and Vendors through multiple channels, including telephone, email, and ServiceNow tickets. Key responsibilities include answering calls, creating work orders, processing rejected work orders, and proactive monitoring and L1 troubleshooting for devices both on and off the network. The position requires good communication skills (verbal and written), plus the ability to deescalate upset callers. The department provides 24-7/365 support for the stores.

Key Duties and Responsibilities:

• Utilize ServiceNow to create, track, and research incidents and work orders.

• Provide level 1 troubleshooting for equipment both on and off the network, assisting store personnel resolve issues to avoid dispatching a work order.

• Proactively monitor networked equipment, including but not limited to food, beverage, fuel, and HVAC equipment.

• Follow all environmental and safety regulations in regard to fuel use at store, including monitoring Automatic Tank Gauges, addressing fuel spills, and other duties.

• Answer incoming phone calls from stores, technicians and vendors, and meeting department metrics.

• Process rejected Work Orders in a timely fashion.

• Research charge disputes.

• Respond to email requests from outside departments, stores, and vendors.

• Create bulk work orders by request.

• Research and correct Work Orders that fail due to incorrect categorization, location, etc.

• Submit suggestions to improve team knowledge base.

• Take professional development classes as directed by leadership

• Provide onsite support to stores in the neighboring area once per quarter.

• Additional projects as requested by Supervisor.

• Work overtime as needed.

• Possibility of working evenings, nights, weekends, and holidays via a set schedule.

Education and Experience:

Education: High School Diploma/GED

Specific Knowledge and Skills:

• Customer obsessed mentality, working an issue to resolution or ensuring the issue is assigned to the correct resolution team.

• Ability to conduct company business in a professional and ethical manner

• Communicate troubleshooting procedures to a non-technical audience.

• Understand basic computer functions.

• Experience with Word, Excel, and other Microsoft Office applications.

• Willingness to work through communication barriers.

• Knowledge of ServiceNow a plus.

• Bilingual a plus.

This job description is intended to describe the general nature and level of the work being performed by the individuals assigned to this job.  This is not an exhaustive list of all duties and responsibilities.  Management reserves the right to amend and change the duties and responsibilities of this job to meet business and organizational needs as necessary.