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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. The department provides 24-7/365 support for the stores.
Job Responsibility:
Utilize ServiceNow to create, track, and research incidents and work orders
Provide level 1 troubleshooting for equipment both on and off the network
Proactively monitor networked equipment, including food, beverage, fuel, and HVAC equipment
Follow all environmental and safety regulations in regard to fuel use at store
Answer incoming phone calls from stores, technicians and vendors
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
Work overtime as needed
Work evenings, nights, weekends, and holidays via a set schedule
Requirements:
High School Diploma/GED
Customer obsessed mentality
Ability to conduct company business in a professional and ethical manner
Ability to communicate troubleshooting procedures to a non-technical audience
Understanding of basic computer functions
Experience with Word, Excel, and other Microsoft Office applications
Willingness to work through communication barriers