JOBTITLE / : / Resident Technical Coordinator
REPORTINGTO / : / Facilities Manager (Key Account Manager)
DIVISION / :
DEPARTMENT / : / Operations
GRADE / :
JOBCODE / :
LOCATION / :
2 / JOBPURPOSE
Coordinate & supervise the timely delivery of Facility Management Services to the Client (e.g. Musanada) and the Customers (viz. School Principal) in line with the Contractual Agreements and obligationsmeeting to deliver customer satisfaction.
3 / JOBDIMENSIONS
DIRECTSUPERVISOR / :
NUMBEROFSTAFFSUPERVISED / :
FINANCIALS / :
4 / KEYACCOUNTABILITY
NO. / DESCRIPTION / KPI’S
1 / Facility Management
- Plan, assign, schedule & supervise the timely delivery of Facility Management Services in line with Contractual Agreements and Obligations and Service Level Agreements (SLA’s).
- Conduct periodic (daily) inspections of all facilities (including soft services) and provide on-site supervision of all activities performed by in-house technicians and external service providers.
- Confers with off-site Supervisor for the Scope of Work and initiates a request for service to be performed.
- Coordinate with Security personnel the accessing of technicians / contractors to perform reactive, (emergency) and planned preventative maintenance tasks.
- Immediate response and attendance to all urgent and emergency related requests when on duty (on call) and isolate to prevent further damage or impact to operations and to ensure service continuity until response team has been seconded to resolve permanently.
- Carry out minor tasks such as replacement of cylinder / door locks, adjustment of timers, light globe replacements, controlling of air conditioning set points, etc.
- Follow up on tasks assigned to PPM / out of hours response team to ensure work is completed on time and that all updates are made on time on CAFM (CRM systems).
- FM contracts are delivered within agreed SLA’s and meeting all Inaya’s standards
2 / Work Plans
- Allocate manpower resources to the site and develop schedules in order to deliver FM services as agreed contractually.
- Plan, coordinate the out of hours work that cannot be completed during operating hours using qualified trade / technical staff via the allocated Supervisor for the project.
- Facilities Management Plans are in place and support the delivery of FM projects.
3 / Systems Update and Tracking Log
- Update the CAFM system with the escalated customer issues received (using PDA device) and verified to create visibility for the Client.
- Flag all pending escalated requests from Client within IFMA in line with escalation protocols to ensure efficient resolution.
- Maintain a database to track all Client communication (i.e. emails received) for escalated issues and their progress for resolution.
- Compliance with SLA resolution times and KPI deliverables for the project.
4 / Productivity / Time Management
- Allocate and schedule manpower staff to the project efficiently in order to maximise productivity.
- Act as the first point of contact for the client and ensure that their requirements are fulfilled and communicated in a timely manner once the job has been carried out.
- Inform the Supervisor in case additional resources are required to carry out the job within the assigned timeframe.
- Conduct on the job training of Technicians including giving demonstrations in order to enhance their skills and improve performance in line with QA standards.
- Projects plans are prepared optimally to meet the Project needs.
- Staff are trained adequately to work on projects.
- Compliance with assigned time standards and intimation of additional resources to the off-site Supervisor timely and accurately.
5 / Health, Safety and Environment (HSE)
- Supervise the implementation of all HSE policies, processes, standards and procedures on site in line with contractual obligations and international standards.
- Compliance with corporate and international HSE Policies, processes and standards.
6 / Tool Box Meetings and Induction
- Conduct weekly tool box meetings in order to increase their awareness of various topics e.g. checklists of preventive measures, work permits, firefighting, first aid, safety, interaction with customers, incidents, working conditions of tools issued, etc.
- Tool Box meetings and induction are conducted regularly in line with established procedures.
7 / Special Services Maintenance (SSM)
- Monitor, inspect, exercise vigilance and supervise the maintenance of Special Services Equipment e.g. swimming pools, Passenger lifts, Fresh Air Handling units, Fire alarm systems etc. by authorised contractors in line with Company standards and procedures, SLA’s and agreed contractual terms.
- Coordination with specialist service providers for job updates.
- Total FM contracts are delivered within agreed SLA’s and meeting all Inaya’s standards.
8 / Procurement of Materials
- Provide the store with intimation of the consumption of materials to enable them to place re-orders for top up of inventories.
- Record the inventory of materials at site stores in order to keep track of materials to be re-ordered.
- Provide suppliers with clarification on material specifications or samples of materials to be ordered and delivered.
- Inventory levels are tracked and the store is informed timely to place re-orders.
9 / Communication
- Communicate with the Client’s representatives in a polite, courteous and professional manner to generate customer satisfaction.
- Customer satisfaction with maintenance services.
10 / Facilities Management Policies, Processes, Systems, Processes, and Controls
- Supervise the implementation of all Facilities Management policies, processes, systems, standards, procedures and internal controls.
- Facilities Management Systems, Policies, Systems, processes & Procedures are properly implemented.
11 / Reports
- Provide inputs to enable the Key Account Manager to prepare weekly and monthly reports for the Client to report progress on compliance with SLA’s.
- All Facilities Management reports are prepared timely and accurately for decision making.
12 / Supervisory Role
- Supervise the Facilities Management team, to meet all Facilities Management functional objectives.
- Implement all Human Resource Management processes like Reward Management, Performance Management, Learning and Development etc. to keep employees in the Facilities Management Area adequately engaged.
- Record attendance/ OT of all staff (including service providers) and send to Finance dept. for inclusion in Payroll payments.
- Appraise the quality of staff for on the job skills to determine skills gap for training.
- Ensure that staff, (and service providers) wear clean and tidy uniforms and present a clean and hygienic appearance before the Client to ensure proper presentation of the Company’s image.
- Inaya Facilities Management staff work to clear performance objectives which are reviewed regularly through the PMS.
- HR, Recruitment and Training plans and programs are implemented.
- The Company image is maintained at all times.
5 / JOB CONTEXT
Overall responsible for MEP and Civil Facilities Management for the site.
6 / QUALIFICATIONS,EXPERIENCESKILLS
MINIMUMQUALIFICATION / : / A diploma in Engineering, Mechanical, Electrical or Civil with full knowledge of HSE and a good Knowledge of all Facilities Management, MEP and Contract processes. Knowledge of international Facilities Management standards. Bilingual (Arabic / English) preferred though not a prerequisite.
MINIMUMEXPERIENCE / : / Experience:
[ ] Entry Level [ X ] Professional [ ] Management [ ] Senior Management [ ] GM
1-2 yrs. 3-5 yrs. 6-9 yrs. 10-14 yrs. 14 -16yrs.
SKILLSESSENTIAL / : / Project Management skills, Communication skills, Time Management skills, Root Cause Analysis, Process Oriented. Interpersonal skills, Computer skills, Understanding of CAFM systems.
SPECIFICTRAINING / : / Integrated Facilities Management and HSE Training, Statutory Regulations in the UAE, MS Office.
7 / BEHAVIOURALCOMPETENCIES
Leadership, Strategic Thinking, Result Orientation Customer Orientation and Relationship Building skills.
8 / APPROVALS
JOBHOLDER’SNAME: / SIGNATURE:
LINEMANAGERNAME: / SIGNATURE:
APPROVEDBY: / SIGNATURE:
IFMS-HC-FRM-12REV02ISSUED16/09/2013