Facilities Dispatcher

This role will work varied days, including assigned weekends and holidays, with daylight, evening, and overnight shifts. Onsite training and orientation are required. Upon successful completion of the training period, offsite work arrangements may be available based on departmental needs. In the event of a network outage or critical technical issues, temporary onsite reporting may be required. Candidates must be located in the Pittsburgh area.

Responsibilities

• Act as the primary facilities operations contact to handle routine and emergency customer requests, following established CMMS data and process standardization and Best Practice protocols.
• Provide CMMS and technical support to front-line facilities maintenance staff (both mobile and PC-based) for data entry, work request inquiries, and staff availability.
• Ensure operational safety and integrity by fielding internal and external facilities emergencies, including but not limited to vertical transportation failures and entrapments, pneumatic tube system failures, system alarms, MobileView temperature alerts, utility outages, condition alerts, floods, and inclement weather.
• Preserve CMMS work order data integrity to enable time charge accuracy, labor productivity, track asset downtime, and capture cost recovery information.
• Maintain constant and detailed communication with a hybrid team of on-site and remote co-workers to ensure accurate and timely response to operational needs.
• Exhibit professionalism, flexibility, and conscientiousness in every customer interaction to foster an environment that reflects UPMC's core values and promotes patient safety and satisfaction.

Requirements

• High School Diploma or equivalent is required.
• Proficiency in Microsoft Office applications required.
• Accurate and timely documentation of call information per departmental standards.
• Completion of the following UPMC courses via the Learning Catalog upon one year of employment in this role:
  • Dealing with Difficult Customers
  • DEI 101
• One (1) year experience working in a call center or collaborative office setting required.
• Call center and/or dispatching experience is strongly preferred.
• Typing speed of 41+ WPM highly preferred.
• Demonstrable analytical skills with the ability to think quickly and respond appropriately under stressful and/or emergency situations while preserving data integrity and process execution is required.
• Must possess a combination of compassion, decision making, and teamwork skills; ability to multi-task and communicate efficiently and effectively via telephone and online chat in a fast-paced environment.
• Knowledge related to basic maintenance and facilities operations preferred.

Licensure, Certifications, and Clearances

• Act 34 Criminal Clearance