Facilities Customer Service Director — Ops & Maximo

Montclair State University; Montclair (NJ); On-site; USD 83,600 - 90,000; Full time

Job summary

Montclair State University in Montclair, NJ seeks an Associate Director of Facilities Customer Service to lead the Facilities Customer Service Center and advocate for customer concerns within University Facilities. You will oversee service requests and work orders from intake to fulfillment, coordinating with division staff to meet service expectations.

The role develops policies, manages budgets and personnel, and supports after-hours call services to improve response and stakeholder

Qualifications

• Bachelor’s degree from an accredited college or university.
• A minimum of four years of professional experience managing operations customer service teams using Maximo, or a comparable Maintenance Management System.
• Experience with exceeding targets, KPIs, or SLAs, in a quality-focused, compliance-centered environment.
• Proficiency in the Microsoft Office Suite.
• Excellent written and verbal communication skills.
• The ability to report to work during emergencies, or work outside of standard business hours, when necessary.

Responsibilities

• Determine call center operational strategies and analyze needs, performance, and costs.
• Establish and monitor production, quality, and customer-service standards.
• Oversee service requests and work orders from intake through fulfillment.
• Develop policies and procedures; manage procurement, contracts, budgets, and staffing.
• Improve customer satisfaction and communications across stakeholders.

Skills

Communication skills

Operations management

KPI / SLA management

Team leadership

Education

Bachelor's degree

Tools

Maximo

Microsoft Office

Job description

Montclair State University in Montclair, NJ seeks an Associate Director of Facilities Customer Service to lead the Facilities Customer Service Center and advocate for customer concerns within University Facilities. You will oversee service requests and work orders from intake to fulfillment, coordinating with division staff to meet service expectations.

The role develops policies, manages budgets and personnel, and supports after-hours call services to improve response and stakeholder