Job Summary

Responsible for managing all customer support activities as the first point of contact for the Maintenance department’s site operations. This includes handling inbound communications (calls, emails, messages) and logging service requests using ERP/CAFM/EAM platforms. Acts as the primary coordinator for case logging and initial issue resolution. Oversees Service Operations Center (SOC) activities, including monitoring system health, alerts, and dashboards. Coordinates tasks across internal teams and external stakeholders, while generating detailed daily reports on SOC operations and performance metrics.

Key Responsibilities

• Act as the first line of communication for all customer queries via phone, email, chat, and apps related to Maintenance services.
• Log and manage service requests (Callouts) using ERP systems, assign tasks to the right teams, and ensure timely resolution.
• Monitor and track work orders, system heal...