SERVICE MANAGER

EmergencyMD; Durham (NC); On-site; USD 70,000 - 90,000; Full time

Job summary

EmergencyMD in Durham, North Carolina is seeking a Service Manager to oversee the management of service work orders across all EPA-RTP locations. This role involves ensuring high-quality responses to service needs and coordinating with subcontractors for effective service execution.

The ideal candidate will have at least 3 years of relevant experience, ideally within a large commercial or industrial facility. Strong skills in Microsoft Office and familiarity with CMMS are essential for success in this position.

Qualifications

• Minimum 3 years of experience in facilities operations and service work.
• Experience in large commercial/industrial facility management required.
• Proven ability to manage high volume of work orders.

Responsibilities

• Manage and track work orders across all facilities.
• Oversee service calls and ensure compliance with performance standards.
• Coordinate communication with customers and subcontractors.

Skills

Facilities management

Communication

Work order management

Microsoft Office (Word, Excel, Project)

Tools

Computerized Maintenance Management Systems (CMMS)

Job description

The Service Manager oversees the day-to-day management and execution of routine and non-routine facilities service work orders, including service calls and maintenance repairs across all EPA-RTP locations. This position ensures effective, timely, and high-quality response to facility service needs from building occupants and government representatives.

Responsibilities

• Manage, schedule, and track a high volume of independent work orders simultaneously across all EPA‑RTP facilities
• Oversee the execution of service calls (emergency, on-demand, and non-emergency) in compliance with STO performance standards
• Coordinate with the Facility Help Desk to ensure timely dispatch and resolution of service requests
• Supervise trade staff and coordinate with subcontractors to ensure work is completed efficiently and on time
• Ensure service work is completed within established response and completion timeframesCommunicate with facility occupants and government representatives regarding service request status and resolution
• Maintain accurate records in the CMMS for all service calls and maintenance repairs
• Identify recurring issues and recommend systemic corrective actions to the Project Manager
• Ensure staffing adequacy for 24/7/365 service response capabilities, including on-call coverage
• Support the Quality Control Manager and Inspector during service work reviews

Position Requirements

• Minimum 3 years of experience with responsible oversight, management, and execution of routine and non-routine facilities operations, maintenance, and service work orders
• Experience must be in a large commercial/industrial facility or at multiple facilities with complex mechanical, electrical, and structural requirements
• Demonstrated experience coordinating work and communicating with customers and subcontractors
• Proven ability to manage, schedule, and track a large volume of independent work orders simultaneously
• Computer proficient with strong skills in Microsoft Office programs (Word, Excel, Project)
• Experience with one or more Computerized Maintenance Management Systems (CMMS) preferred (Government currently uses Nuvolo)