Operations Support Administrator

About BGIS

BGIS is a renowned global provider of comprehensive facilities management solutions, serving a diverse range of industries with a commitment to safety, efficiency, customer satisfaction, and operational excellence. Our Self Perform team specializes in planned and reactive maintenance across trades such as carpentry, electrical, plumbing, and decorating.

Role Purpose

We are seeking a skilled Operations Support Administrator to manage the daily scheduling and coordination of both planned and reactive maintenance. Reporting to the Operations Manager, this role involves close collaboration with field technicians, operational leaders, clients, subcontractors, and internal teams to guarantee delivery that aligns with contracts, service standards, and KPIs.

This dynamic coordination position requires the allocation of work orders, support in operational reporting, maintaining precise job information, and ensuring technicians are optimally scheduled considering location, priority, available time, and technical skillsets.

Key Responsibilities

• Manage the daily dispatch and scheduling of reactive and planned maintenance tasks for field technicians.
• Assign work orders thoughtfully based on priority, technician location, allotted time, and required technical trade expertise.
• Track attendance and service completion metrics to maintain conformity with contractual SLAs and KPIs.
• Utilize the field services management system for task allocation, job updates, and closures.
• Handle inbound calls and requests from the operations center and client service desk, ensuring accurate task information.
• Provide timely operational reports and relevant service delivery data to the management team.
• Coordinate technician van inventories through the purchase requisition process.
• Ensure all approved quote increases are reflected accurately within the field management platform.
• Spot and report unusual cost or time entries on maintenance orders, assisting Finance and Accounts accordingly.
• Liaise effectively with clients, technicians, subcontractors, suppliers, consultants, and different BGIS internal departments.
• Support technicians and managers with triage and assistance related to field management platform usage.
• Help communicate and facilitate training sessions on system changes and improvements locally.
• Drive continuous process improvements by consistently reviewing procedures, goals, and evolving client demands.

Essential Qualifications and Experience

• Minimum two years’ experience in facilities management, operations, contracting, trade services, or a similar service-oriented setting.
• Proficiency in utilizing work management systems.
• Experience working with ERP, CAFM, IMMS, or comparable scheduling and coordination platforms.
• Intermediate capability with Microsoft Office tools including Excel, Word, and Teams.
• Excellent written and verbal communication abilities.
• A strong customer service mindset with an understanding of KPIs and expectations regarding service delivery.
• Analytical thinking paired with practical problem-solving skills.
• A proactive, solution-oriented attitude with a drive to support continuous enhancements.
• Efficient time management skills and the ability to perform under pressure.
• Capability to collaborate effectively within an on-site operations team environment.

Desirable Attributes

• Previous experience managing coordination of both planned and reactive maintenance tasks.
• Experience engaging with tradespeople, subcontractors, suppliers, or field service teams.
• Knowledge of contractual service agreements, operational KPIs, and maintenance order requirements.
• Familiarity with the Astea field management system or equivalent scheduling software.
• Experience handling purchase requisitions, cost tracking, operational reporting, or finance-related administration.
• Background in supporting users during system updates, enhancements, or local training programs.

Benefits of Joining BGIS

• Opportunity to belong to a global enterprise with a strong emphasis on operational excellence and customer service.
• Engage in a multi-faceted role supporting technicians, leaders, clients, and internal teams.
• Gain extensive experience across facilities management, trade services coordination, and contract operations.
• Work within a supportive and communicative team culture valuing collaboration and teamwork.
• Contribute to significant operational process, system, and service improvements.
• Enjoy chances to enhance your technical, administrative, and coordination competencies.
• Be part of an organisation dedicated to innovation, sustainability, integrity, and exceptional customer experiences.
• Support maintenance efforts across a broad portfolio of client facilities.

Additional Information

BGIS employs over 12,000 individuals globally and manages more than 50,000 diverse facilities, including critical environments such as data centers. The client base spans healthcare, government, higher education, and utilities sectors.

Equal Opportunity and Eligibility

We are committed to fostering an inclusive workplace that values diversity in all forms and welcome applications from individuals of all backgrounds. Candidates must have full legal working rights in New Zealand to be eligible for this position.