Facilities Help Desk Tier 2 HVAC

7-Eleven is an iconic family of brands with over 86,000 locations, surpassing every retailer in the world. We revolutionize convenience, restaurants and fuel through cutting edge innovation — working hard to be the customer's first choice. 7-Eleven empowers our employees to "activate awesome" and make a meaningful impact in their stores and communities every day. If you're ready to grow, lead and make a difference, come join our team and help shape the future of convenience.

Summary

This position is for a Facilities Help Desk Tier 2 HVAC Subject Matter Expert (SME). The position is responsible for remote maintenance with a focus on HVAC equipment via phones, e-mails, and other methods of communication. In addition, the Tier 2 SME position will require training and support of other Facilities Help Desk Specialists, reviewing knowledge base articles for potential updates, and recommending improvements as necessary. Some onsite work at local stores will be required. SME is expected to maintain good relations with members of Field Maintenance.

KEY DUTIES AND RESPONSIBILITES:

• Utilize ServiceNow, Inform.NET and other Maintenance materials.
• · Stay updated on industry trends, emerging technologies, and regulatory changes relevant to HVAC equipment.
• · Understands, follows, and enforces safety procedures.
• · Responds to request for assistance on a wide variety of in-store HVAC equipment. Which may include but may not be limited to minor issues with HVAC, refrigeration, cold beverage equipment (ex. tea, fountain, FBD, FCB, creamer Machine), fountain/backroom ice makers.
• · Create and maintain documentation related to the subject matter, including technical reference information and user guides.
• · Provide phone support for store level employees for various issues with a specialty in HVAC equipment to assist or achieve resolution of routine issues.
• · Assists with dispatching of In-House Maintenance or vendors as required for resolution.
• · Excellent communication skills and the ability to research and resolve issues.
• · Create work orders for maintenance technicians, managers, and store personnel.
• · Log relevant cases and tech support to the Help Desk.
• · Responds to emails from other departments and outside contractors and vendors.
• · Work a variety of assignments, such as charge disputes and work order rejections.
• · Check 7-11 Integration Failures and correct any work order that does not dispatch correctly.
• · Manually order and research parts orders that fail due to cost center, company code, etc.
• · Redirect incorrect work orders assigned to Maintenance Operations queue.
• · Provides technical support to other departments within 7-Eleven for maintenance related issues.
• · Completes other duties, including special projects, as assigned by Supervisor.
• · Possibility of working evening, nights, weekends, and holidays (via a set schedule).

Education and Experience

• EDUCATION: High School/GED
• YEARS OF RELEVANT WORK EXPERIENCE: 5+ years
• YEARS OF MANAGEMENT EXPERIENCE: NA
• CERTIFICATIONS / LICENSES: EPA 608 Universal Certification required

SPECIFIC KNOWLEDGE AND SKILLS:

• Customer obsessed mentality, working an issue to resolution or ensuring the issue is assigned to the correct team to resolve the issue.
• · Advanced experience and knowledge with HVAC equipment.
• · Ability to provide effective peer-to-peer technical guidance and support to colleagues.
• · Exceptional verbal and written communication skills, with a proven ability to convey complex technical information clearly through training sessions, and knowledge base articles.
• · Proven capability to lead and coordinate team efforts, including project assignments and meetings.
• · Demonstrated strong analytical and problem-solving abilities, coupled with a highly collaborative approach to teamwork.
• · Understanding of Regulations: Awareness of safety standards, environmental guidelines, and compliance requirements, including refrigerant handling protocols.
• · Experience with Word, Excel, PowerPoint and other MS Office suite applications.

This job description is intended to describe the general nature and level of the work being performed by the individuals assigned to this job. This is not an exhaustive list of all duties and responsibilities. Management reserves the right to amend and change the duties and responsibilities of this job to meet business and organizational needs, as necessary

If an hourly or salary range is included in this ad it represents the range 7-Eleven in good faith believes is the range of compensation for this role at the time of this posting. The Company may ultimately pay more or less than the posted range. This range is only applicable for jobs to be performed in this state. This range may be modified in the future. No amount is considered to be wages or compensation until such amount is earned, vested, and determinable under the terms and conditions of the applicable policies and plans. The amount and availability of any bonus, commission, long-term incentive compensation, benefits, or any other form of compensation and benefits that are allocable to a particular employee remains in the Company's sole discretion unless and until paid and may be modified at the Company’s sole discretion, consistent with the law.

We will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of the Los Angeles Fair Chance Initiative For Hiring.

For a general description of all benefits 7-Eleven is offering in the US for the position, please visit this link.

For a general description of all benefits 7-Eleven is offering in Canada for the position, please visit this link.