Client Service Administrator

Department:

Plant Operations

Effective Date:

January 2011

Grade:

USG 7

Reports to:

Manager of Client Services

General Accountability

This position is accountable to the Manager of Client Services. Main areas of responsibilities are: Processing Work Requests and Updating the Space File. Secondary areas of responsibilities includes: providing back up as needed in Tool Crib and Key Control in times of absences and volume backlog.

Nature and Scope

Work requests are issued for modifications or attachments to building structures and services and also to provide furnishings and design layouts. These requests will vary in size from minor jobs such as installing shelves and tack boards to major building renovations and site work projects. The incumbent’s responsibilities include data entry of all types of work requests and the administration of those work requests designated outside the scope of the design section and considered minor in nature. He/she must interact with work request clients from across all University departments and areas.

For work assigned to our internal work force and blanket short form contractors, the Administrator is responsible for ensuring that the work is performed in accordance with specifications and standards that meet the University’s requirements. The incumbent is required to communicate specific details and deadlines to the assigned work force. He/she must demonstrate sound judgment and a thorough understanding of University policies and procedures.

Work requests can involve multiple trades. He/she will interact with all trades including carpentry, electrical, plumbing, masonry, painting, refrigeration, controls and grounds keeping. The incumbent will maintain an understanding of the current building, fire, electrical, and mechanical codes. The incumbent must understand accounting procedures as they apply to this job. He/she must possess well-developed interpersonal, organizational, and multi- tasking skills, and have the ability to adapt to change. The incumbent must have good communication and excellent problem solving skills. He/she must have a general knowledge of computing, including standard UW desktop applications (such as Microsoft Office, email, and web tools). As back-up for the Tool Crib, the Administrator will be required to maintain a current certificate for Basic First Aid with CPR.

Space File Administration

The Space File consists of a computerized inventory of all University space and its usage. It is impacted by renovations, alterations and new construction processed through the work request system. These changes are calculated from drawings provided by the Design section.

For recently added or renovated space, the Space File administrator will be:

assigning room numbers according to established standards
calculating dimension changes and square footage using AutoCAD
coding space changes in accordance with C.O.U. established space codes and the University of Waterloo space formulas
updating Space File Management System
maintaining gross footage data

Tool Crib Support:

ordering, receiving and distributing materials and supplies
dispatching personnel vehicles to pick-up and deliver personnel and material.
Communicating messages and instructions to maintenance personnel
issuing and receiving keys, tools, and equipment to service maintenance personnel.

Key Control Support

Safekeeping of keys, issuing of keys and retrieving keys according to established procedures.
Maintaining the Key Control Information System including data entry, report generation and inventory checks.

Statistical Data

Plant Operations is responsible for repairs and maintenance of over 65 buildings
Buildings cover an area of approximately 6,400,000 gross square feet on 1,115 acres of land.
Issue work requests for approximately sixteen hundred renovations and improvements with a total value in excess of $14,000,000

Specific Accountabilities

Entering work request data online.
Closing completed work requests and generating a financial posting.
Ensuring the accuracy of all paperwork and processing weekly journal vouchers to interface with Finance eg. Verifying labour hours and material costs.
Creating purchase requisitions or no purchase order contracts for work assigned to blanket contractors.
Providing clear, concise, accurate written instructions to UW shop personnel and external contractors.
Communicating the status of the project to the involved parties.
Acting as a liaison between the customer and Plant Operations personnel to clearly define the scope of work
Providing estimate and sometimes sketches as required for minor work requests
Providing up to date prices for Plant Operations’ Standard cost Catalogue periodically.
Assisting in the administration of design work requests as required.
Advising and answering questions related to work requests in a tactful and diplomatic manner.
Maintaining a broad knowledge of trades and of the applicable standards and codes.
Answering questions when required about space file changes resulting from renovations.
Assigning room numbers to recently renovated or added space, using established standards
Calculating space changes resulting from renovations and additions using AutoCAD Design Software or from on site measurements.
Reconciling changes in gross and assignable square footage
Coding space changes in accordance with C.O.U. established space codes and the University of Waterloo space formulas
Updating gross footage data in VFA (Web based government data base)
Updating the space file data base using the online Space File Management System
Keeping up to date with the latest AutoCAD software