Facilities Help Desk

This role supports Stores, Maintenance Techs, Vendors, and Contractors via telephone, e-mail, and ticketing systems. Requests can include part orders, logging cases to the Help Desk, creating Maintenance work orders, dispatching contractors, fuel spill reports, and many other miscellaneous responsibilities. Additionally, this role is responsible for managing all incoming environmental ATG alarms to diagnose, attempt remote troubleshooting and/or escalating to the appropriate teams. Maintenance support is a 24/7/365 team. Manage incoming Maintenance related calls in a Contact Center environment.

• Navigate IDS, ServiceNow, Inform.net, and other Maintenance materials.

• Create work orders for maintenance technicians, managers, and store personnel.
• Log relevant cases and tech support to the Help Desk
• Dispatches car wash and safe work orders to appropriate vendors.
• Responds to emails from other departments and outside contractors and vendors.
• Investigates store fuel tank issues and clears alarms by running tank line tests.
• Provides support to other departments within Speedway 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)

Summary:

This role will support Pricebook, Replenishment, Planograms, Advertising, Loyalty, and other various Marketing groups. This includes answering Marketing related calls from field personnel, collecting data, researching potential problems, and routing advanced requests to the appropriate departments for resolutions.

Responsibilities:

Manage incoming Marketing related calls in a Contact Center environment.

Navigate Blue Cube, Floor Plans, Planograms, and other Marketing materials while researching problems.

Identify pricing implementation and product assignment problems, recommend solutions, and communicate the course of action to appropriate areas within the Organization.

Stays apprised of all Marketing and Advertising initiatives.

Tracks known issues to attempt one call resolutions with callers.

Identifies deficiencies in department policies, procedures, systems, and practices; Recommends solutions accordingly

Provides support to Operations and Marketing via reporting and analysis

Completes other duties, including special projects, as assigned by Supervisor.

Education Requirements:

• High School Diploma or GED

Experience with Word, Excel, and other MS Office suite applications
• Excellent communication skills and the ability to research and resolve issues
• Solid understanding of basic computer functions
• Ability to multi-task
• Ability to conduct and complete Company business in a professional and ethical manner