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:

– Senior Support

Base Description:

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

Level Summary:

– Demonstrates proficient and comprehensive knowledge of defined skill areas. Applies knowledge of principles, practices, and procedures of a particular field to decision–making and problem–solving. Works under minimum supervision on varied and sometimes difficult work assignments, conferring with supervisor or subject matter experts on unusual matters. May lead others or a team in completion of complex assignments. Interprets and communicates information clearly, accurately, and persuasively. Researches and tries new approaches when solving difficult or novel problems.

Supervisory Responsibilities:

– May serve as lead support staff and/or provide basic direction to lower level support staff
– May serve as direct supervisor for part–time, student, and/or temporary workers or volunteers

Fiscal Responsibilities:

– Handles financial transactions
– May validate and pay invoices
– May monitor/track budgets for specific area and/or grant(s)

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
– May use experience to resolve more complex and/or varied problems, with supervisor oversight
– Demonstrates proficient and comprehensive knowledge of institutional policies and procedures in determining course of action

Independence of Action:

– Works with minimal supervision on more difficult work assignments, conferring with supervisor on unusual matters
– May set priorities and organize work within general guidelines established by 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; may interact with other staff outside of area
– Interprets and communicates information, ideas and instructions clearly and accurately both verbally and in written materials that may be intended for distribution

• Comp Grade – 6
• Minimum – $42,100.00
• MidPoint – $51,600.00
• Maximum – $61,000.00

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