Customer Service Technician

ST. CHARLES HEALTH SYSTEM

JOB DESCRIPTION

TITLE: Customer Service Technician

REPORTS TO POSITION: Facilities Manager

DEPARTMENT: Facilities

DATE LAST REVIEWED: November 30, 2018

OUR VISION: Creating America’s healthiest community, together

OUR MISSION: In the spirit of love and compassion, better health, better care, better value

OUR VALUES: Accountability, Caring and Teamwork

DEPARTMENT SUMMARY: The facilities team provides a safe, comfortable healing environment for our patients, visitors, and caregivers by keeping the facility in peak operational condition.

POSITION OVERVIEW: Position responds to patient-related facilities requests within 30 minutes and customer requests for work which typically can be accomplished in less than 30 minutes. Performs various repairs and installations and assists maintenance engineers and other facilities caregivers with more complicated tasks. This position does not directly manage any other caregivers. .

ESSENTIAL FUNCTIONS AND DUTIES:

As first response support, consults with customer to assess/determine necessary repair, performs repair, or knowledgeably refers and assists with tasks that require journey-level tradesperson. Independent repairs include: minor repairs on structures, tools, equipment, minor carpentry, plumbing, painting, etc. If licensed, may perform minor electrical repairs.

Performs customer-initiated work requests such as assembling components, installing or moving office furniture, responding to hot/cold calls, installing new equipment, shelves, blinds, ceiling tiles, bulletin boards, white boards, cabinets, display cases, countertops, moldings and trim. Assists with project-related work such as set-up and removal of equipment or other projects as assigned.

Picks-up and/or arranges vendor delivery of purchase requests for materials and equipment. Uses cost-effective methods per departmental and hospital procedures and utilizes the online purchasing system. May perform tasks such as researching sources, entering order information into database, obtaining vendor quotes and estimates, product availability and other procurement duties as assigned.

Writes work orders and trouble calls in the facilities computerized maintenance management system. Prioritizes work and manages pending projects and repairs that have been assigned.

Provides for temporary relief of the facilities service desk function, to include answering calls to the service desk, entering the requests into the database, dispatching work to teammates, assisting with accounting functions, entering information into the pneumatic tube system computer, helping manage key control records, and other similar duties.

Assists the maintenance engineers with more complicated tasks as needed.

Performs miscellaneous duties as assigned, including vehicle and shop house cleaning.

May perform snow removal duties as necessary, including operation of snow removal equipment and shovels.

Supports the vision, mission and values of the organization in all respects.

Supports Value Improvement Practice (VIP- Lean) principles of continuous improvement with energy and enthusiasm, functioning as a champion of change.

Provides and maintains a safe environment for caregivers, patients and guests.

Conducts all activities with the highest standards of professionalism and confidentiality. Complies with all applicable laws, regulations, policies and procedures, supporting the organization’s corporate integrity efforts by acting in an ethical and appropriate manner, reporting known or suspected violation of applicable rules, and cooperating fully with all organizational investigations and proceedings.

Delivers customer service and/or patient care in a manner that promotes goodwill, is timely, efficient and accurate.

May perform additional duties of similar complexity within the organization, as required or assigned.

EDUCATION

Required: High school diploma or GED required.

Preferred: Applicable trade school experience or apprenticeships preferred.

LICENSURE/CERTIFICATION/REGISTRATION

Required: Valid Oregon driver's license and ability to meet St. Charles Health System driving requirements.

Preferred: LME electrical license preferred.

EXPERIENCE

Required: Must have at least two years of applicable experience, preferably as a generalist in an institutional or commercial facility.

Preferred: Healthcare facilities experience preferred

PERSONAL PROTECTIVE EQUIPMENT

Must be able to wear appropriate Personal Protective Equipment (PPE) required to perform the job safely.

ADDITIONAL POSITION INFORMATION: (please supply any additional information that may be helpful to understanding the role and its importance to the organization)

PHYSICAL REQUIREMENTS

Continually (75% or more): Standing and walking, lifting/carrying/pushing or pulling 1-10 pounds, grasping/squeezing.

Frequently (50%): Sitting, bending, stooping/kneeling/crouching, climbing stairs, lifting/carrying/pushing or pulling 11-25 pounds.

Occasionally (25%): Climbing ladder/step-stool, reaching overhead, lifting/carrying/pushing or pulling 25-50 pounds, operation of a motor vehicle, using clear and audible speaking voice and ability to hear normal speech level.

Rarely (10%): Keyboard operation.

Never (0%): Ability to hear whispered speech level.

Exposure to Elemental Factors

Occasionally (25%): Heat, cold, wet/slippery area, noise, dust, vibration, chemical solution, uneven surface.

Blood-Borne Pathogen (BBP) Exposure Category

Risk for Exposure to BBP

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