- Location
- Santo Domingo, Distrito Nacional, DO
- Workplace
- Remote
- Type
- Full-time
- Department
- Operations
- Experience
- 1+ years
- Closing date
- Today
- Source
- iCIMS
Description
Overview
Support the facilities department on daily operations, manage the lifecycle of incoming service tickets, prioritize critical needs, and dispatch tasks to internal technicians and facilities leadership. Serves as a direct support to the subareas planning and control, maintenance and workplace.
Responsibilities
• Monitor the CMMS platform to review, prioritize, and assign incoming service tickets to internal technicians based on urgency and workload, optimizing response times and resource allocation.• Deliver robust administrative and operational support to the Planning & Control, Maintenance, and Workplace Services divisions to align daily activities.• Maintain, organize, and update all physical and digital maintenance records, asset logs, and service history reports within the database.• Serve as the point of contact for internal business units. Provide proactive communication regarding service timelines, ticket status updates, and resolutions.• Monitor department tickets service level agreements (SLAs). Maintain clean operational data and partner with leadership to analyze ticket trends, roadblocks, and identify process improvements.• Supervise and provide active operational support for all ongoing facilities activities across the workplace, ensuring daily tasks align with service standards.• Audit tickets daily, follow up with internal technicians and facilities leadership to ensure timely closures and data cleanliness.
Decision Rights: • Ticket Triage & Prioritization• Technician Routing• Service Communication
KPIs: • Internal client satisfaction (CSAT)• Data Integrity Score• Mean Time to Dispatch
Qualifications
Interfaces (Internal/External):
• Internal: Facilities Manager, Workplace Services Lead, Building Engineer, Security Leader, Planning and Control lead, Facilities Technicians, Operations leaders.• External: All FM vendors for reporting/records; utility providers for metering data; auditors/inspectors
Required Experience:
• Minimum 1- 2 years of experience in customer service or office support roles. A plus if it has previous experience with Data Analysis.• Hands on with CMMS, preferred experience with ticket and work order management.• Education: Currently pursuing or completing a bachelor’s degree in business administration, Industrial Engineering, or a related facilities field.
• Monday–Friday 07:00AM–4:00PM; Saturday 08:00AM–12:00PM.
Benefits
Broadway Support Services is a team-oriented environment full of rewards and growth opportunities for our employees. We are dedicated to our employee's success and growth within the company, through our employee mentorship and leadership programs.
Our extensive benefits package includes:
- Law Benefits
- Private insurance
- Referral Program
- Transportation (Starting at 4:00 PM)
- Massive Growth Opportunities
- Continuous development
- Privileged location (City Center)
- Great Work Environment