Maintenance Dispatcher, BK Company Restaurants

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Restaurant Brands International Inc. is one of the world's largest quick service restaurant companies with nearly $45 billion in annual system-wide sales and over 32,000 restaurants in more than 120 countries and territories.

RBI owns four of the world's most prominent and iconic quick service restaurant brands - TIM HORTONS, BURGER KING, POPEYES, and FIREHOUSE SUBS. These independently operated brands have been serving their respective guests, franchisees and communities for decades. Through its Restaurant Brands for Good framework, RBI is improving sustainable outcomes related to its food, the planet, and people and communities.

RBI is committed to growing the TIM HORTONS, BURGER KING, POPEYES and FIREHOUSE SUBS brands by leveraging their respective core values, employee and franchisee relationships, and long track records of community support. Each brand benefits from the global scale and shared best practices that come from ownership by Restaurant Brands International Inc.

Essential Duties and Responsibilities

• Receive and handle maintenance requests from restaurant operations and field teams.
• Create service tickets in the CMMS (Computerized Maintenance Management System).
• Dispatch service technicians and/or third-party contractors as needed.
• Update the maintenance system and follow up frequently until repairs are completed.
• Facilitate communication between restaurant teams, maintenance staff, technicians, contractors, and other stakeholders.
• Conduct daily review meetings with the Sr. Maintenance Coordinator to discuss exceptions, open issues, and required resolutions.
• Confer with the Sr. Maintenance Coordinator and/or customers to resolve problems and service requests.
• Log all service calls, maintenance calls, and work order requests. · Maintain files for standing work orders, service records, and related documents.
• Assist in compiling weekly reports on service technician and contractor dispatch status, including open and closed dispatches.
• Log and/or monitor service dispatches, including travel, mileage, and labor where applicable. · Track bulk inventory or site-specific repair materials used by service technicians when needed.
• Prepare daily work schedules for service technicians as requested by district or field leaders.
• Follow up with vendors regarding supplies and materials needed to complete repairs.
• Work with the Sr. Maintenance Coordinator to solicit and submit third-party contractors as needed.
• Support preventive maintenance dispatching and completion activities.
• Perform related administrative and coordination tasks as assigned.

Supervisory Responsibilities

No direct supervisory responsibilities unless otherwise assigned.

Qualifications

An individual must be able to perform each essential duty satisfactorily. The requirements below are representative of the knowledge, skill, and ability required.

Education and/or Experience

• 2+ years of restaurant, retail, customer service, dispatch, or related administrative experience required.
• Strong experience working with Microsoft Office, especially Excel.
• Ability to perform all related tasks accurately and with strong attention to detail.
• Ability to work well under pressure and with limited direct supervision.
• Strong analytical, organizational, and problem-solving skills.
• Prior customer service experience preferred.

Language Skills

• Must have the ability to express ideas clearly and persuasively.
• Must have excellent written and oral communication skills.
• Must have strong customer service skills.
• Must have the ability to compromise and use different approaches to reach a goal.
• Must have excellent organizational skills.
• Bi-lingual preferred

Computer Skills

• Thorough knowledge of PC systems, Microsoft Office Suite, and related software.
• Experience with maintenance tracking systems, work order systems, or dispatch tools preferred.

Physical Demands

The role is primarily office-based and requires prolonged sitting, computer use, talking, and hearing. The employee is regularly required to use hands to handle or feel and may occasionally stand or walk.

Work Environment

This position is performed in an office environment with regular work in front of a computer screen. The work environment is typically temperature-controlled and low to moderate in noise level. Remote work may be available as assigned.

Equipment Used

Computer, phone, and standard office equipment.

Benefits at all of our global offices are focused on physical, mental and financial wellness. We offer unique and progressive benefits, including a comprehensive global paid parental leave program that supports employees as they expand their families, free telemedicine and mental wellness support.

Restaurant Brands International and all of its affiliated companies (collectively, RBI) are equal opportunity and affirmative action employers that do not discriminate on the basis of race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or veteran status, or any other characteristic protected by local, state, provincial or federal laws, rules, or regulations. RBI's policy applies to all terms and conditions of employment. Accommodation is available for applicants with disabilities upon request.