Penn State Job Catalog

Additional levels that exist for this job profile can be seen below.

The defined natural career progression within or between job profiles.

Facilities Service Management

The Facilities Service Representative supports campus operations by receiving, triaging, processing, and dispatching both emergency and routine maintenance service requests. Positions in this profile fall under the Office of Physical Plant (OPP) Work Reception Center team.

• Receive and prioritize maintenance service requests (routine and emergency) via phone, radio, and electronic communication
• Dispatch skilled trades technicians using a 2-way radio system and telephone communications
• Utilize customized software systems and other internal databases to create work orders, track service requests, and maintain records
• Track progress of active work orders, follow-up for updates, and ensure accurate closure of completed jobs
• Analyze submitted and completed work orders, conduct trends analysis and present findings
• Process technician callouts using the overtime rotation and rapid dialing system during nights, weekends, holidays, and emergencies
• Receive critical facility alarms and coordinate emergency notifications with appropriate personnel; communicate maintenance statuses or delays
• Issue, track, and troubleshoot physical keys and key systems; maintain accurate records for contractors and employee key usage
• Generate and distribute routine logs and reports
• Assist with coordination of emergency events, including completing emergency event documentation and organizing resources needed for repairs
• Assist departmental areas with rotating overtime opportunities utilizing the automated dialing system or manual calling when needed
• Maintain administrative records, support office projects, and ensure compliance with University policies and procedures
• Provide essential services on-site desk coverage during university closures, delays, holidays, and other critical operational periods
• Help onboard new team members by demonstrating system workflows, communication protocols, and emergency procedures
• Identify and suggest improvements to communication, scheduling, response times, or administrative workflows to enhance service delivery
• May supervise staff members, including hiring, development, and performance management

Level:

– Intermediate Support

Base Description:

– Completes administrative activities and tasks of a technical or functional nature.

Level Summary:

– Demonstrates ability to perform intermediate tasks in defined skill areas. Demonstrates intermediate knowledge of internal procedures. Works under general supervision, performing assignments that may be varied and sometimes difficult. Supports team decisions and follows through with team responsibilities. Interprets and communicates information clearly and accurately. Demonstrates intermediate problem–solving skills.

Supervisory Responsibilities:

– May provide basic direction to lower level support staff

Fiscal Responsibilities:

– Handles routine financial transactions
– May validate and pay invoices

Problem Solving:

– Encounters generally routine problems; occasionally faces more complex and/or varied problems
– Typically follows recommended course of action and procedures to resolve problems
– Applies knowledge of institutional policies and procedures in determining course of action

Independence of Action:

– Work is generally monitored by supervisor
– Detailed instructions and procedures are generally provided
– Uses available guidelines to make appropriate adaptations to routine situations and refers other situations to supervisor

Communication and Collaboration:

– Communicates internally within working unit and/or the University
– May communicate with external audiences for scheduling/coordination
– Collaborates closely with team members
– Interprets and communicates information, ideas and instructions clearly and accurately both verbally and in written materials that may be intended for distribution

• Comp Grade – 5
• Minimum – $38,300.00
• MidPoint – $46,900.00
• Maximum – $55,500.00

• Consulting
• Crisis management
• Customer Service
• Process management
• Project Management
• Safety management
• Stakeholder engagement

• General Equivalency Diploma (GED)
• High School (HS)