Customer Relations Manager

Boston, Massachusetts
May 18, 2016
Institution Type
Four-Year Institution


Northeastern University

Customer Relations Manager


Requisition Number: STFR002969

Division/College: Facilities

Location: Boston Main Campus

Full-time/Part-time: Full Time


Customer Relations Manager for Access Control.

Oversee daily operations of Facilities Access Control staff and contractors. Manage daily implementation, administration, maintenance and installation of mechanical and electronic access control strategies and systems campus wide. Including but not limited to door hardware, operators, and exit devices, CBORD (door access control), online keycard locking/authentication hardware and Onity - standalone keycard system. Supervise Locksmith, Access Control Technicians and Contractors in campus wide responsibilities of delivering top notch service to our customers across the University.

Build and maintain positive working relationships with the university community and with others in the Facilities Division related to the maintenance and up keep of academic, administrative and residential buildings and infrastructure. Meet regularly with representatives of the university community to maintain awareness of customer needs. Regularly inspect and identify maintenance, repair, custodial and project requirements of assigned buildings. Initiate work orders and/or other actions to address these needs. Work with Facilities Operations & Service, Facilities Design and Construction and Campus Planning groups in planning and communicating service delivery in such a way as to be minimally disruptive to faculty, staff, and students. Regularly review backlog of work orders and work with appropriate units within Facilities to ensure follow-through and timely service delivery. Become familiar with capital projects to understand the operational and service implications of new construction. Provide 24-hour on-call support for building emergencies and take the lead role for the Facilities Division in responding to building related crises, ensuring an appropriate response and the earliest return to normal operating


Bachelors degree preferred or 5-8 years of experience in facilities management and customer service related fields. Superior communication skills, including the ability to establish and maintain positive working relationships across the Facilities Division and with faculty, staff, and students. Excellent time management skills required. Demonstrated ability to manage multiple diverse projects concurrently and to follow through to achieve the desired final results. Ability to step into a leadership role for Facilities Division during emergencies or crises situation, communicating effectively with customers and other responders to facilitate rapid, orderly, effective and appropriate response.

Ensures adherence to established University and departmental policies and procedures, objectives, quality assurance programs, and safety standards.

Skill in the use of computers, preferably in a PC, Windows-based operating environment.
Computer skills to include word processing, spreadsheets and database management.
Knowledge of supplies, equipment, and or services ordering and inventory control.
Ability to monitor and or maintain quality control standards.
Advanced knowledge and understanding of access control systems and equipment.
Ability to provide operational guidance and leadership to technical staff in area of specialty.
Ability to communicate effectively both orally and in writing.
Analytical, evaluative, and critical thinking skills
Ability to supervise and train employees to include organizing, prioritizing and scheduling work assignments.
Strong interpersonal skills with ability to work effectively at all levels in a collaborative team environment having flexibility and customer service orientation.

Additional Information:
This position requires a criminal background check.

To be considered for this position please visit our web site and apply on line at the following link: Careers@Northeastern

Northeastern University is an Equal Opportunity, Affirmative Action Educational Institution and Employer, Title IX University. Northeastern University particularly welcomes applications from minorities, women and persons with disabilities. Northeastern University is an E-Verify Employer.


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