SERVICE MANAGER

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 timeframes

• Communicate 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)