AECOM Service Center Supervisor in McLean, Virginia

Business Line Government

Position Title Service Center Supervisor

United States of America - Virginia

McLean

Job Summary

AECOM is seeking a Service Center Supervisor/BOC Supervisor to ensure that the Building Operations Center (BOC) is adequately resourced with sufficient people, equipment, funds, training, and time management to be successful in their respective missions.

  • Assist management in providing guidance to the contract leadership team to maintain the daily operations and the data acquisition mission.

  • Communicate the short and long-range goals and objectives for the organization.

  • Maintain an aggressive staff training program that addresses the daily operational requirements as well as the BOC’s emergency preparedness and response mission.

Supervise a staff responsible for the monitoring of all facility activities related to operational, construction, and renovation activities for a 3 million square foot facility, as well as several other smaller sites within the Washington Metropolitan Area.

The BOC Supervisor reports directly to the BOC Manager and will, at the direction of management, execute special project management or development. The BOC Supervisor must be able to work rotational shifts including nights, weekends, and holidays.

MAJOR DUTIES AND RESPONSIBILITIES:

  • Responsible for the supervision of the BOC Program that includes the customer service call center and a 24/7 operations & monitoring team.

  • Consult with branch managers to determine BOC support requirements as well as recommend appropriate training.

  • Responsible for the Emergency Planning and Emergency Preparedness Program for AECOM.

  • Update and maintain Emergency Procedures handbook.

  • Coordinate and update ACD Telephone System Access List and call priorities.

  • Coordinate and update Avaya Notification System.

  • Coordinate BOC activities to best utilize staff, materials, and equipment.

  • Resolve and follow up on all customer complaints/issues.

  • Represents the organization by participating in meetings, committees, and/or task teams with the customer.

  • Leads the development, implementation and upkeep of all section policies, plans, and procedures to ensure contractual compliance.

  • Manage personnel within the section including hiring, disciplinary actions, training, and evaluation of personnel performance.

  • Assemble and submit accurate weekly, monthly, annual, and all other requested reports by the required deliverable time.

  • Manage the QA/QC aspects for the section related tasks including the development and implementation of metrics to measure performance and actively work to improve processes at all levels.

  • Coordinate with shop management and/or client personnel to execute work to the customer’s satisfaction.

  • Serve as back-up when needed to ensure required coverage is maintained.

  • This position requires on-call responsibilities.

Minimum Requirements

  • Three (3) to five (5) years of experience in a supervisory role or similar function, preferably in a facilities maintenance environment.

  • Strong customer service background.

  • Must be highly organized, detail-oriented, and self-motivated.

  • Must be able to communicate in a clear and professional manner and have excellent written communication skills.

  • Ability to plan, direct, motivate, and execute work necessary for branch and contract success while adapting to a changing environment.

  • Understand the client base to identify their needs and how to interact with them (customer relations).

  • Associates degree or equivalent, with additional training in the use of computers for data entry, word processing, reporting/spreadsheets, etc.

  • Must be eligible to obtain a clearance.

Preferred Qualifications

  • Must be able to type/word process a minimum of 40 words per minute.

  • Must be able to read, speak, write, and understand the English language.

What We Offer

AECOM is a place where you can put your innovative thinking and business skills into high gear and work alongside other highly intelligent and motivated people. It's a place where you can apply your skills to some of the world's most challenging, interesting, and meaningful projects worldwide. It's a place that values the diversity of our areas of practice and our people. It's what makes AECOM a great place to work and grow.

AECOM is an equal opportunity employer and Minorities, Females, Veterans, and Disabled persons are encouraged to apply. For further information, please click here to view the EEO Is The Law poster.

Job Category Engineering - Electrical / Electronic

Business Group Management Services Group (MS)

Country United States of America

Position Status Full-Time

Requisition/Vacancy No. 187601BR

Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status.