Manager of Service & Process

 

Manager of Service & Process

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Caltech

Job Category: Fulltime Regular
Exempt Overtime Eligible: Exempt
Benefits Eligible: Benefit Based

Caltech is a world-renowned science and engineering institute that marshals some of the world's brightest minds and most innovative tools to address fundamental scientific questions. We thrive on finding and cultivating talented people who are passionate about what they do. Join us and be a part of the diverse Caltech community.

Job Summary

Reporting to the Director of Operations, the Manager of Service and Process is responsible for all aspects of the Caltech facilities customer service program including leading the service center, asset management, analytics programs with a focus on identifying and supporting the implementation of best practices and policies. The Manager will lead the development of a comprehensive program integrating superior customer service with existing asset management, maintenance planning and facility performance analysis to ensure the Facilities department meets demanding customer needs and maintains rigorous adherence to best in class operational processes.

Essential Job Duties

• Responsible for following all safety procedures and maintaining a safe and secure work environment.
• Provide leadership and strategic direction for the service center, asset management and analytics programs.
• Directly supervise the Facilities Service Center.
• Enhance culture of customer service to reduce response times, improve customer satisfaction and aligns customer service initiatives and operational objectives.
• Develop and sustain the Caltech facilities asset management program, providing operations and operations resource allocation analysis.
• Collaborate on the integration of data from facility condition assessments, integrated work management systems and the building management system to deliver strategic plans for deferred and renewal needs investment.
• Develop decision support tools and conduct business intelligence analysis.
• Supports the development and implementation of best in class standard operating processes and procedures to ensure continuity and cross functional coordination.
• Continually improve the utilization and application of current technologies.
• Develop appropriate KPIs and metrics for the Facilities Operations and Services.
• Provide leadership in the design and development of user-friendly Facilities Guide to Service and website.
• Promote employee engagement and workforce development.
• Embodies and promotes a culture of continuous improvement.
• Other duties as assigned.

Basic Qualifications

• BA/BS degree in facilities management, operations, business administration or similar field, or equivalent years of experience.
• 5 years of operational experience.
• Demonstrated experience in providing exceptional customer service and proactively resolving customer service-related challenges.
• Thorough knowledge of methods, practices, processes and procedures for asset management and the maintenance and operations of facilities, building and building systems.
• Capable of analyzing trends, evaluating and interpreting results and preparing reasonable solutions to modify current processes.
• Highly proficient with computerized maintenance management systems.
• A thorough understanding of metrics and the application to planning and development of preventive maintenance management programs.
• Ability to supervise, lead, and train personnel.
• Strong written and verbal communications skills.

Preferred Qualifications

• Masters degree in facilities management, business administration or similar.
• Familiarity working in a research intensive higher education facility.
• Familiarity working with AssetWorks, AiM.

Required Documents

• Resume

To be considered for this position please visit our web site and apply on line at the following link: https://hr.caltech.edu/work/job_openings

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.

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