Penn State Job Catalog

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:

– Supervisor

Base Description:

– Supervises direct reports, but primarily completes activities, tasks, and/or projects of a functional nature.

Level Summary:

– Demonstrates appropriate knowledge to perform own work; spends majority of time on tasks related to own job responsibilities. Demonstrates baseline planning, organizing, directing, and facilitating skills. Reviews completed work of others to verify accuracy and quality. Follows recommended approaches to assigned work. Supervises assigned staff and coordinates routine work activities. Monitors employee interactions and facilitates a productive working environment. Communicates instructions and policies in a consistent, effective and timely manner. Identifies and addresses concerns appropriately. Makes recommendations for possible solutions.

Supervisory Responsibilities:

– Typically oversees at least 2 full–time direct reports or equivalent team of part–time and/or student workers (for Support track, performs work at Senior Support level or higher; for Professional track, performs work at the Advanced Professional level or higher)

Fiscal Responsibilities:

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

Problem Solving:

– Encounters generally routine problems with progressively more complex and/or varied problems
– Typically follows standard operating procedures to resolve problems
– May apply specialized knowledge and skills to resolve complex and/or varied problems
– Applies proven and tries new approaches when solving problems

Independence of Action:

– Works with minimal supervision on difficult work assignments, conferring with manager on unusual matters
– Follows precedents and procedures
– Organizes work of direct reports and may set priorities within general guidelines established by manager
– Reviews the work of others to verify accuracy, quality, and conformance to required procedures and special instructions

Communication and Collaboration:

– Communicates internally within working unit and the University
– Communicates with external audiences for scheduling/coordination
– May communicate with external audiences for business purposes
– Collaborates closely with team members; may interact with other staff outside of area
– Utilizes a communication style that is appropriate for a given situation
– Interprets and communicates information, ideas and instructions clearly and accurately both verbally and in written materials

• Comp Grade – 9
• Minimum – $56,200.00
• MidPoint – $68,800.00
• Maximum – $81,500.00

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