Residence Facility Coordinator

University of Waterloo; Southwestern Ontario; On-site; CAD 51,000 - 64,000; Full time

Job summary

The University of Waterloo invites applications for a Facilities Operations Coordinator within Campus Housing. You will oversee maintenance and security-related issues, triage reported problems, and coordinate with contractors to implement timely solutions.

Responsibilities include managing StarRez and Archibus data, planning cyclical maintenance, and ensuring high standards of customer service for students and staff.

Qualifications

• College diploma or equivalent in office/administration or related field.
• Experience with customer relations, record-keeping, facilities management, purchasing or scheduling work.
• Proficiency with MS Office (Word, Excel, PowerPoint).

Responsibilities

• First point of contact for Campus Housing facilities issues, including safety and security concerns.
• Coordinate short- and long-term solutions with internal teams and external contractors.
• Administer StarRez and Archibus to maintain data accuracy and track work orders.
• Analyze maintenance trends and assist in preventive planning with the Residence Facilities Management Team.
• Provide timely, clear communication to stakeholders and document issues and actions.

Skills

Customer service

Data analysis

Office administration

Education

College Diploma in Office Administration or related discipline

Tools

StarRez

Archibus

Job description

At the University of Waterloo, we create and promote a culture where everyone can reach their full potential. As an employee, you get support & opportunities that empower you to advance your career. Explore how we can bring big ideas to life, together. The University is a welcoming workplace for those of all abilities, interests, and expertise. As part of our workforce, you can do what you do best, every day. Learn more about our recruitment process.

• Full time
• Employment Type: Temporary
• Department: Campus Housing - Maintenance and Security Services
• Term: 2 years
• This position is being offered as a Secondment
• Hiring Range: $51,306.48 - $64,133.10

Key Accountabilities

• Evaluation and Assessment: First point of contact when issues/concerns arise relating to Campus Housing facilities, including safety/security issues. Responsible for addressing and triaging all reported facility issues; which includes investigating and assessing risk as necessary, occurrence documentation and communicating suggested courses of action based on proficiency and historical/community knowledge. Collaborate with appropriate service from other departments on campus/contract companies to coordinate short-term and long-term solutions to reported issues.
• Operations Management: Maintenance: Responsible for administration of the department’s business system, StarRez, including data accuracy and integrity, coordination of program updates, database management, and working toward continuous improvement. Track workflow of work orders and requests through the work order system Archibus, utilizing data to ensure services are completed in a timely manner; reviewing data for pattern and trend analysis, and other metrics as appropriate. Understand the key systems and manage access control (hard key and electronic access) at ground level.
• Analysis and planning: Responsible for planning the cyclical tasks associated with maintenance processes such as end-of-term and start-of-term, December lockdown, Move In, and regular maintenance projects. Assist with the unit’s spring term plan to accommodate preventative maintenance needs in conjunction with other unit initiatives (spring term cleaning, capital plans, move outs, allocations, etc.) Analyze trends from breakdowns, room condition cards and make recommendations for preventative measures for known and anticipated issues to the manager/Residence Facilities Management Team.
• Customer Service: Provide excellent customer service to all stakeholders (including students and staff), often during more urgent facility issues matters that require quick/concise communication as new information promptly develops. Ensure timely response and follow through to make sure issues are resolved to client satisfaction. Work closely with other Campus Housing teams to ensure collaboration, sharing of best practices, and identification of new improvements and efficiencies while minimizing the impact on students. Initiates and manages all incoming and outgoing communication related to facility updates/repairs, including follow up on work orders, occurrence report/inspection documentation, collaboration of services, with all stakeholders impacted. Elevate customer service by creating and maintaining service memos, providing communication of immediate shutdowns and changes in services, email responses, qualifying issues, etc.
• Fiscal Management: Ensuring the residence facilities and the services within are well preserved, and replacements/repairs are planned and coordinated with those impacted. Provides input to the budget for future considerations from relevant data resources. Responsible for all fiscal transactions and decisions with work/repairs/replacements up to 300K per community. Works with Procurement and Contract Services to order replacement appliances and to work through new service agreements or requests for new quotes/purchase when required.
• Operations Management: Safety and Security: Responsible for management of all key related functions, including audits, permits, and lockbox administration. Attends scheduled safety walks (two per year). Responsible to satisfy all required departmental safety initiatives including administering inspections, hazard reports or implementing work orders/reviews as a direct result of the safety walks/audits. Responsible for assisting with planning, developing and implementing new safety/security processes as they become relevant to facility needs. Participate in the creation of emergency/security plans in consultation with the Assistant Manager.

Required Qualifications

• College Diploma in Office Administration, Business Administration or related discipline or equivalent combination of education and/or experience required.
• Valid class G driver's license with a good driving record; must be insurable.
• Minimum of 1 year experience performing duties related to the above-mentioned key accountabilities in an office work environment.
• Demonstrated experience with customer relations, record keeping, facilities management, purchasing and/or scheduling work management.
• Experience using StarRez, Archibus or other business/work order systems.
• Working knowledge of facilities maintenance and operations and/or Residence/Student life background and knowledge of the University of Waterloo community and culture, is a definite asset.
• Demonstrated ability to work in a fast-paced environment.
• Proficiency in Microsoft Office software, specifically Word, Excel, PowerPoint, and the Internet.

Nature and Scope Contacts

• Excellent Customer Service Skills.
• Ability to negotiate and administer contracts.
• Strong interpersonal skills, including the ability to analyze and solve problems.
• Ability to establish and maintain professional working relationships with staff and students.
• Ability to interact with diverse stakeholders internally and externally, such as Watcard Office, Safety Office, Special Constables Services, Procurement, Residence Life, contract companies and students.
• Ability to effectively communicate with a variety of stakeholders both verbally and in writing, including the delivery of presentations.

Level of Responsibility

• General knowledge of office management techniques.
• Working knowledge of facilities maintenance and operations.
• Demonstrated ability in integrated logistical planning of facilities-related projects.
• Skill in planning and coordination of complex assignments and projects across multiple organizational units.
• Ownership of issues and the need to follow through on resolution to full customer satisfaction.
• Ability to organize workflow and coordinate activities within the office and other departments.
• Ability to interpret policy and procedures established by the university, including knowledge of contract documents, specifications, compliance and product/service quality.
• Proven ability to work as a team member but also make effective independent decisions and follow through on assignments.

Decision-Making Authority

Emergency situations will require quick decision making and risk assessment. The ability to make decisions quickly and provide continued communication and support with affected Residence Life/students is a must. This role is often provided with firsthand information that can often disturb student’s welfare within their home and is expected to make educated decisions/recommendations to meet each resident’s needs.

Physical and Sensory Demands

Need to multitask and be able to juggle a number of projects/issues simultaneously. Strong attention to detail is required. The ability to perform specialized technical work involving data collection, data analysis evaluation, and troubleshooting. The ability to work under pressure and handle stressful situations quickly is required. Working Environment: This role is office-based, with some need to attend resident rooms/building tours to qualify issues for minor repair.

Equity Statement

The University of Waterloo acknowledges that much of our work takes place on the traditional territory of the Neutral, Anishinaabeg, and Haudenosaunee peoples. Our main campus is situated on the Haldimand Tract, the land granted to the Six Nations that includes six miles on each side of the Grand River. Our active work toward reconciliation takes place across our campuses through research, learning, teaching, and community building, and is coordinated within the Office of Indigenous Relations. The University values the diverse and intersectional identities of its students, faculty, and staff. The University regards equity and diversity as an integral part of academic excellence and is committed to accessibility for all employees. The University of Waterloo seeks applicants who embrace our values of equity, anti-racism and inclusion. As such, we encourage applications from candidates who have been historically disadvantaged and marginalized, including applicants who identify as First Nations, Métis and/or Inuk (Inuit), Black, racialized, a person with a disability, women and/or 2SLGBTQ+. Positions are open to qualified candidates who are legally entitled to work in Canada. The University of Waterloo is committed to accessibility for persons with disabilities. If you have any application, interview, or workplace accommodation requests, please contact Human Resources [e-mail] or 519-888-4567, ext. 45935.

About the University

At the University of Waterloo, we think differently, we act with purpose, and we work together. We advance learning and knowledge through teaching, research, and scholarship, nationally and internationally, in an environment of free expression and enquiry. We are a leading global research-intensive university, renowned for entrepreneurship and innovation, providing co-op and work-integrated learning at scale with impact.