Facilities Help Desk Specialist

Title: Facilities Help Desk Specialist

Department: Facilities

Reports to: Manager of Facilities

Position Summary:

Under the leadership of Manager of Facilities, this position provides exceptional customer service support by responding to the needs of our restaurant management team to resolve structural, mechanical, electrical, plumbing, and equipment issues that could affect our team members or our guests in our restaurants. You will partner with the customer using historical information for like scenarios and / or restaurant operation and equipment resources to effectively solve the issue at hand leaving your customer with a positive experience. You will also provide data insights and analysis to the Facilities Team using raw data and reporting to identify positive highlights and areas of opportunity to solve for.

Primary Responsibilities:

• Answer incoming calls from our restaurant management team and assist them using your knowledge and expertise to diagnose and solve structural, mechanical, electrical, plumbing, and equipment questions and reduce unnecessary service calls for our internal Maintenance Team or external service providers; escalate issue as needed for service.
• Document all service calls in our tracking system and assign calls to appropriate internal or external service provider; track and monitor service provider has taken timely action to resolve the problem.
• Review and authorize all service provider invoices for payment upon completion of the work in line with our internal processes and procedures.
• Provide reports, data, and insights for the Facilities Team to evaluate the health of the service provided, wins and areas for opportunity, and trends of incoming calls to inform necessary action plans.
• Develop and maintain a strong rapport with our Restaurant Team (about 25 locations across 3 brands), Maintenance Team, and third-party service providers and vendors.
• Responsible for additional Facility special projects such as managing landscaping, snow plowing, contract services tracking inclusive of project management and vendor management.
• Other duties as assigned by the Manager of Facilities and/or Facilities Leadership Team.

Minimum Job Requirements:

• High School or equivalent requirement
• Minimum of 5 years experience working hands on in restaurants with a working knowledge of restaurant operations and general maintenance.
• Problem Solving: ability to quickly identify, assist, and resolve / escalate issues accordingly and timely.
• Customer Service: provide an exceptional customer experience every time with strong attention to detail.
• Communication: ability to communicate verbally and written to all end users that relays troubleshooting solutions that consistently meet the needs of the customer and team.
• Technology: strong computer skills, proficient in Microsoft Office, ability to learn and navigate systems, and electronic tools and resources.
• Organization and Time Management: excellent organization skills and ability to manage time and coordinate multiple concurrent projects successfully.
• Data Analysis & Insights: ability to analyze raw data and identify insights to move the business forward and solve gaps.
• Work a regular 40-hour weekly schedule and be available for emergency calls after hours and on weekends with an assigned on-call weekend once every 4 to 6 weeks (special requests will be reviewed by the Manager of Facilities).