Facilities Service Center Supervisor

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POSITION SUMMARY:

Responsible for managing the daily operations of the JHHS Facilities Service Center. Trains and manages staff to receive service requests for JHH Engineering, Clinical Engineering (CES) and Environmental Care (EVC); JHBMC Engineering, CES and EVC: HCMC Engineering and CES; JHUSOM Engineering and Custodial Services and JHMMC Engineering. Ensures staff understand the scope of service provided by over 80 shops and are precise in dispatching service requests for: 3 Emergency Departments; 100 buildings; 94 Operating Rooms; 83,000 medical devices and 19 pharmacies. Works with service providers, staff and customers to continually improve service; identify trends and prepare/implement solutions. Plans, schedules, assigns, directs and closely supervises the processing of routine and emergency maintenance and engineering issues Supervises and directs the activities of service center representatives who staff the Service Center 24/7. Manages departmental performance review process to ensure timely completion of performance evaluations and merit increases. Coordinates employee training, complete travel arrangements, and maintain continuing education database. This work is performed under the limited supervision of the Facilities Director of Compliance.

COMPETENCIES:

A. Education: Associate degree in office management, business management or related field. Experience beyond the work experience requirement may be substituted for the degree on a 2 years of experience for 1 year of education basis .i.e. 4 years.

B. Knowledge: Requires functional knowledge of facilities office management. Basic knowledge of maintenance, engineering and construction management; familiarity with associated terminology. Functional knowledge of computer applications (PC- and network-based), including Windows, departmental e-mail, word processing, database, spreadsheet, and maintenance/work order processing applications packages. Proficient written and verbal English communication skills, on a college level.

C. Skills: Applies and integrates knowledge indicated herein. High level of ability to solve problems and manage information indicated herein.

Ability to use equipment indicated herein. Ability to plan, research, analyzes, coordinate, implement and present the management and resolution of maintenance/engineering customer service requirements. Interacts professionally with all levels of JHM/departmental staff as well as contractors, manufacturers, vendors and consultants.

D. Required Licensure, Certification, etc.: n/a

E. Work Experience: At least five (5) years of progressive leadership/management experience in a high-volume customer service environment, demonstrating innovation, team engagement and results. Experience in facilities design and construction or health care is strong preferred.

F. Machines, Tools, Equipment: General office equipment such as computers, fax machines, copiers, phones, and dispatch radio system.

DIMENSIONS:

A. Budget Responsibility: Authorizes purchase of materials needed to execute Front Desk operation. Amounts vary and are usually charged to departmental cost center, but may be subsequently allocated otherwise. Effectively uses resources within control. Participates in the development of cost center annual operating budget. Monitors respective portion of cost center annual operating budget.

B. Authority / Decision-Making: Independently manages daily operations of Facilities Communications Center and Communication support staff. Prioritizes and organizes work to meet changing priorities. Recommends and participates in development of operational and procedural process of the customer service function, as well as general department process improvement. Interprets reviews and promotes institutional priorities, imperatives and patient care initiatives.

C. Supervisory Responsibility: Supervises assigned staff (Service Center Representative) and under the direction of the Director of Compliance, has responsibility for the hiring, firing, performance management, and results of the assigned areas. Trains and evaluates assigned staff in work processes and competencies under the direction

of the Director of Compliance.

PROBLEM SOLVING: Establishes and uses defined procedures and experienced judgement to identify, investigate, analyze and dispatch the resolution of customers' maintenance and engineering problems as well as Communication issues. Researches and recommends changes to improve Service Center operations.

INFORMATION MANAGEMENT: Reads and interprets complex construction documents, service manuals and other, technical documents. Assists in planning and monitoring Service Center activities and budget. Effectively communicates (written & orally) with supervisor and departmental/JHM staff. Understands, and assimilates, JHH and departmental policies, procedures and systems.

WORKING CONDITIONS: Works in an often hectic, noisy office environment where the phones ring continuously and where there are constant interruptions which may cause mental fatigue and/or stress. Otherwise, there are limited physical discomforts due to temperature, dust and the like. May spend extended periods of time working at computer station. Work may require the ability to stand, walk or sit for extended periods of time. Work requires attention to detail. Work requires visual acuity.

Salary Range: Minimum 27.05/hour - Maximum 47.35/hour. Compensation will be commensurate with equity and experience for roles of similar scope and responsibility.

In cases where the range is displayed as a $0 amount, salary discussions will occur during candidate screening calls, before any subsequent compensation discussion is held between the candidate and any hiring authority.

JHM prioritizes the health and well-being of every employee. Come be healthy at Hopkins!

Diversity and Inclusion are Johns Hopkins Medicine Core Values. We are committed to creating a welcoming and inclusive environment, where we embrace and celebrate our differences, where all employees feel valued, contribute to our mission of serving the community, and engage in equitable healthcare delivery and workforce practices.

Johns Hopkins Health System and its affiliates are drug-free workplace employers.