Helpdesk CMMS (Computerized maintenance management system)

Helpdesk CMMS (Computerized Maintenance Management System)

Responsibilities:

1. Receive, log, and prioritize maintenance requests from various sources (phone, email, or CMMS).
2. Create and update work orders in the CMMS with accurate and detailed information.
3. Assign work orders to appropriate technicians or teams based on availability and expertise.
4. Track the status of work orders to ensure timely completion.

2. Scheduling and Dispatching:

1. Schedule routine and emergency maintenance tasks using the CMMS.
2. Coordinate technician assignments and resource allocation for maintenance activities.
3. Communicate schedule changes or urgent requests to the maintenance team.

3. Customer Support:

1. Serve as the primary point of contact for maintenance-related inquiries and issues.
2. Provide timely updates to requesters about the status of their work orders.
3. Resolve or escalate complaints and concerns related to maintenance services.

4. Data Management and Reporting:

1. Maintain accurate and up-to-date records of maintenance activities in the CMMS.
2. Generate reports on key performance indicators (KPIs), such as response times and completion rates.
3. Analyze data to identify recurring issues or trends and recommend process improvements.

5. System Support:

1. Assist users with navigating the CMMS to submit requests or view work order statuses.
2. Troubleshoot basic CMMS issues and liaise with IT or system administrators for advanced problems.
3. Ensure the system is updated with current information about assets, technicians, and schedules.

6. Compliance and Documentation:

1. Ensure that all maintenance activities comply with safety and regulatory standards.
2. Document incidents, safety concerns, or non-compliance issues in the CMMS.
3. Support audits by providing necessary maintenance records and reports.

7. Coordination and Communication:

1. Act as a liaison between maintenance teams, requesters, and management.
2. Facilitate communication to resolve scheduling conflicts or address urgent issues.
3. Participate in meetings to discuss maintenance priorities, challenges, and improvements.

Requirements:

1. Candidate must possess at least a Diploma in Facilities Management/Engineering/IT/Business Administration or equivalent.
2. Certifications in CMMS software or facilities management are advantageous.
3. Minimum 2 years of working experience, preferably in maintenance coordination, facilities management, or a helpdesk role.
4. Familiarity with the maintenance needs of industries.
5. Proficiency in CMMS software for logging, tracking, and managing work orders.
6. Understanding of maintenance processes, preventive maintenance scheduling, and asset management.
7. Familiarity with local health, safety, and environmental (HSE) regulations and standards (e.g., DOSH/OSHA in Malaysia).
8. Awareness of building systems, such as plumbing, electrical, and general maintenance concepts.
9. Required language(s): Bahasa Malaysia and English.
10. Strong communication and interpersonal skills to interact with stakeholders and technicians effectively.
11. Customer service skills to handle requests, complaints, and follow-ups professionally.