Field Services Support Desk Specialist-5

RaceTrac Company Overview

Job Description:

As a Field Services Support Specialist, you will be the first point of contact for facilities maintenance and operational support across the organization. This role manages maintenance-related requests, provides troubleshooting assistance, and coordinates with vendors and internal partners to ensure timely resolution of issues impacting store operations.

Through effective problem-solving, resource management, and communication, the Field Services Support Specialist helps minimize operational disruptions, improve service delivery, and ensure work orders are handled accurately and efficiently. This role requires strong customer service skills, attention to detail, and the ability to prioritize multiple responsibilities in a fast-paced environment.

What You’ll Do

• Manage and prioritize a high volume of maintenance work orders to ensure timely and accurate resolution of store-related issues.

• Serve as a primary point of contact for store personnel, providing facilities maintenance support and delivering exceptional customer service.

• Troubleshoot maintenance concerns, gather relevant information, and coordinate with vendors and internal partners to drive issue resolution.

• Monitor open service requests and proactively follow up on outstanding work orders to ensure service level expectations are met.

• Communicate effectively with store teams, vendors, and cross-functional partners by providing timely updates and maintaining transparency throughout the resolution process.

• Escalate urgent or complex issues as needed to minimize operational disruptions and ensure business continuity.

What We’re Looking For

• Strong written and verbal communication skills with the ability to effectively interact with store personnel, vendors, and internal business partners.

• Ability to work a flexible schedule, including support for a 24/7 operation as needed.

• Strong organizational skills with exceptional attention to detail and accuracy.

• One (1) year or more of experience in a customer service, call center, facilities support, or related environment preferred.

• Working knowledge of Microsoft Office applications, including Excel, Outlook, and Teams.

• Experience with ServiceChannel or other work order management systems is preferred

• Strong problem-solving and decision-making skills with the ability to assess situations and determine appropriate next steps.

• Self-motivated with the ability to adapt to changing priorities and operational needs.

Schedule: Monday through Friday, 9:00 AM - 5:00 PM.

Work Location: This is an on-site position based in the office, with eligibility for one (1) remote workday per week.

Responsibilities:

• Provides maintenance support to store operations and ensures exceptional customer service to all field personnel.
• Performs basic call taking and troubleshooting functions. Follows up on open service complaints and ensures a solution is met for vendor-related issues. 
• Facilitates open communication with Technical Operators, Operations, and Facilities Services regarding maintenance support issues.
• Maintains basic knowledge of and ensures compliance with government and organizational requirements, policies, and regulations.

Qualifications:

• Flexibility to work 24 hours/7 days a week
• 1+ years of experience in a service industry or related field preferred
• Knowledge of Microsoft Office Suite preferred
• C-Store or other retail experience a plus
• Knowledge of PC, network, hardware, and software installation and configuration a plus

All qualified applicants will receive consideration for employment with RaceTrac without regard to their race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or protected veteran status, or any other characteristic protected by local, state, or federal laws, rules, or regulations.