Service Call Clerk

Overview

Disclaimer:

This requisition is part of a Pre-Award requirement intended to identify and engage qualified candidates for a position that may be awarded to M.C. Dean. We will conduct interviews and may issue contingent offers of employment based on qualifications and suitability. Please note that formal offers will only be extended once the contract is officially awarded, at which time final candidates will be reviewed and selected.

About M.C. Dean

M.C. Dean is Building Intelligence. We design, build, operate, and maintain cyber-physical solutions for the nation’s most mission-critical facilities, secure environments, complex infrastructure, and global enterprises.  With over 9,000 employees, our capabilities span electrical, electronic security, telecommunications, life safety, automation and controls, audiovisual, and IT systems. Headquarters in Tysons, Virginia, M.C. Dean delivers resilient, secure, and innovative power and technology solutions through engineering expertise and smart systems integration.

Why Join Us?

Our people are passionate about engineering innovation that improves lives and drives impactful change. Guided by our core values—agility, expertise, and trust—we foster a collaborative and forward-thinking work environment.  At M.C. Dean, we are committed to building the next generation of technical leaders in electrical, engineering, and cybersecurity industries.

Clearance Requirement:

Applicants selected will be subject to a government security investigation and may meet eligibility requirements, including U.S. Citizenship, for access to classified information;

Ability to obtain and maintain an HSPD-12 clearance required.

Responsibilities

The

Service Call

Clerk

serv

es as the primary public fac

e

of the company and facility in addressing

, documenting,

and

initiating

responses to

customer calls, concerns, and issues

.

In this role

, staffing the front desk

, you will

manage communications from all source

medium

(phone, email, in-person, etc.)

,

maintain

the facility

CMMS

database

for service items, and dispatch service response to the facility team

.

This

role

is foundational to the success of

facility

team in meeting contractual requirements

.

The

y

will report to the

Administrative Clerk and work jointly with the Project Manager (PM)

and

the

Service

Manager (

SM

)

.

This position is covered by the CBA for Industrial, Technical and Professional Employees Union, OPEIU Local 4873.

Serve as an on-site point of contact for employees, visitors, and vendors

Monitor cleanliness, comfort, lighting, and general condition of common areas

Assist with building schedules, access requests, and operational notices

Track and follow up on service issues to ensure timely resolution

Serve as a responsive, customer-service–focused contact for facilities-related requests and inquiries

Assist

with tracking facilities expenses

Help review vendor invoices for accuracy

Support budget reporting and documentation

Track and report on metrics for corrective maintenance.  Use data analysis skills, tools, and methods to analyze data and

identify

trends, issues, and inefficiencies.

Utilize Excel and other tools to export, analyze, and report CMMS information.

Collaborate with Quality Control to highlight potential issues

identified

in the field, or issues

identified

via data analysis.  Work ensures that the program is focused on proactive and preventative maintenance.

Evaluate processes and make recommendations to management for improvements in workflows, policy, process, or organizational structure.

Focus on closing process gaps to ensure technical issues in the field are completed in

a timely

and efficient manner. Escalate key issues or recommendations to management.

Ensure that ‘complex work orders’ transition to the ‘above standard

’,

IDIQ program in

a timely

and efficient manner.

Review work orders that are pending material.  Ensure shift leads and technicians are accountable for updates.  Meet with

procurement

team to

discuss

updates, outstanding orders, duplicates, etc. Overall ensure a smooth and efficient process for work orders requiring procurement.

In coordination with management, proactively

identify

key priority issues for our client and provide

timely

and

accurate

updates.

Support meetings with the client – providing a status update on recent work orders, upcoming work, and priority issues.

Become well versed in

Nuvolo

use and administration. Initial and some ongoing training will be provided – however it is expected that the candidate will be comfortable learning

new technology

and can self-develop an intermediate skillset.

Train technicians/Shift Leads on the

Nuvolo

system.

Collect data from technicians, clients, and tenants related to

work and

critical outages or incidents.  Document findings and recommendations and format after action reports for submission to the Client.

Relaying

Nuvolo

performance, process, or technical concerns to

QC

Team and DPM.

General Admin

Create, collect, and organize reports.  Manage document naming, version, and history.

Create meeting agendas, take meeting minutes, and distribute meeting documentation.

Assist management with

maintaining

Staff Directory, Personnel Certificates/Licenses, etc.

Various administrative duties (

initial

report drafts, templates, etc.) – out of order signs, forms, prints etc.

Other Duties as Assigned

When necessary, provide surge / back-up support to various other positions.  Duties may include but not be limited to the following:

Preventive Maintenance Clerk responsibilities for the maintenance of the asset database

, scheduling preventive maintenance, and closing of preventive maintenance tickets

.

Schedule service appointments for technicians

and subcontractors

. Assisting with scheduling hard to access areas for PMs or Repairs.

Qualifications

High School Diploma / GED with

3

+ years of experience

in facilities, property management, or operations

.

Experience

operating

and maintaining

the

CMMS system for a large facility

with extensive asset counts

and significant

customer personnel

.

Proficiency

with Microsoft Word, PowerPoint, Outlook, and working knowledge of Excel.

Ability to learn and adapt to new software, platforms, and workflow tools.

Strong written and verbal communication skills

.

Ability to multitask, organize priorities, and work independently.

Strong

customer

‑

service

orientation with the ability to remain calm under pressure.

Experience with federal or DoD contracting environments is a plus.

Ability to be in

off

ice

five days a week.

Clearance Requirement:

Applicants selected will be subject to a government security investigation and may meet eligibility requirements, including U.S. Citizenship, for access to classified information;

Ability to obtain and maintain an HSPD-12 clearance required.

We offer an excellent benefits package including:

A competitive salary

Medical, dental, vision, life, and disability insurance

Paid time off

Tuition reimbursement

401k Retirement Plan

Military Reserve pay offset

Paid maternity leave

Abilities:

Exposure to computer screens for an extended period of time.

Sitting for extended periods of time.

Reach by extending hands or arms in any direction.

Have finger dexterity in order to manipulate objects with fingers rather than whole hands or arms, for example, using a keyboard.

Listen to and understand information and ideas presented through spoken words and sentences.

Communicate information and ideas in speaking so others will understand.

Read and understand information and ideas presented in writing.

general rules to specific problems to produce answers that make sense.

Identify and understand the speech of another person.