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Facilities coordinator

Meridian Credit Union

This is a Full-time position in St Catharines, ON posted May 10, 2019.

Purpose of the Job Servicing over 100 branches / departments and more than 1900 employees, the Facilities Coordinator is the first point of contact for all Facilities related incidents, problems, changes or requests from the Meridian group of companies and Meridian’s tenants.

The Facilities Coordinator is responsible for performing operational support duties of the Facilities Management function through Meridian’s ticketing system.

Having the passion and obsession for delivering Service Excellence is essential for this position, as is having expert verbal and written communication skills and a vast general knowledge of all of Meridian’s facilities related equipment and configurations.

The primary responsibility is to promptly and effectively action incidents, problems, changes and requests reported through Meridian’s Support Services ticketing system.

This includes following documented SOPs to resolve the ticket within the defined SLA or promptly escalating as defined, all while keeping the customer informed of progress throughout the process.

On-call support for after-hours emergency calls at branches and corporate offices is a requirement of this position.

Key Responsibilities
•Provide prompt attention and response to Branch and Corporate Office requests for all Facilities related incidents, problems, changes and requests.

•Engage pre-approved contractors to resolve property issues following defined SOPs
•Ensure tickets are distributed or escalated promptly to the correct vendor, landlord for actioning
•Continuously monitor ticket progress to ensure a successful resolution is concluded within defined SLAs, communicating with the ticket owner regularly throughout the process
•Assist in the administration and execution of emergency procedures for Corporate Office and Branches
•Maintain safe working environment and follow the facilities health and safety procedures
•Respond and remedy on an after-hours “on call” basis any emergencies which occur at any of Meridian’s 100+ properties.

This may require being onsite at the location or working from home engaging service partners to attend onsite.

•Hours of Work are: 8:30 a.m.

– 5:00 p.m.

Monday to Friday
•Provide back-up support for Receptionist, Mail Room, Office Ambassador in the St Catharines and Toronto Corporate Offices
•Perform other duties and special projects including but not limited to meeting and conference room set ups, building occupant moves, minor building repairs/clean up and furniture assembly, etc.

Knowledge, Experience and Skills Knowledge
•College or University graduate of Industrial, Manufacturing or Electrical Engineering, Facility Management or Skill Trades certificate in corresponding disciplines.

•General knowledge of building systems, construction practices and related code / legislative requirements, health & safety legislation, codes of practice, and internal standards and guidelines relating to contractors within a managed facility
•RPA or FMA designation an asset Experience
•Service Desk and ticketing system experience is required
•3+ years’ experience in Facilities Management, Construction Project Management or Property Management
•Experience in Lease Agreement and Service Contract interpretation
•Branch financial institution experience would be considered an asset Skills
•Superior Service Excellence skills and passion
•Must be able to communicate proficiently in English, both orally and in writing
•Strong listening skills (attentiveness) ability to actively listen to and accurately interpret what customers are saying
•Clear and succinct verbal communication skills – get to the root of the problem quickly
•Strong written communication skills – ability to record all pertinent facts and relevant details in a concise manner
•Persuasion skills with ability to use positive language
•Strong time management skills – successfully balance how much time you take trying to help the customer, with knowing when to escalate for resolution
•Tenacity to get the job done
•Skilled in developing strong working relationships with contractors and consultants
•Strong organizational, analytical and documentation skills
•Ability to multi-task and set priorities in a fast-paced environment
•Ability to meet tight deadlines and schedules
•Integrity – ability to safeguard all confidential information
•Proficiency in MS Office suite (Outlook, Word, Excel), is required
•Proficiency in Service Now ticketing system
•Ability to be highly effective working in a team environment Other
•Ability and willingness to work flexible or extended hours, as needed
•Have valid driver’s license and car as travel to branch locations or alternate corporate office will be required
•Ability to lift over 25 lbs
•Position may require moving large and heavy objects and lifting Experience the Difference!

Thank you for your interest in Meridian Credit Union.

Please note that due to the volume of applications, only those under consideration will be contacted for an interview.

Meridian is committed to providing accommodations for people with disabilities.

Should you require an accommodation, we will partner with you to meet your needs.

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