Hours per week: Monday to Friday 8am to 4pm or 9am to 5pm
German Speaking Role - Conversational level required i.e:
B2 (Upper Intermediate): Can communicate effectively in most work situations, participate in meetings, and understand complex discussions.
C1 (Advanced): Can use German flexibly and fluently for professional purposes, understand nuanced language, and communicate with minimal hesitation.
C2 (Proficient/Mastery): Near-native level fluency.
FM Experience preferred / Helpdesk system experience an advantage
Hybrid after training (3 days in office required)
The FM Coordinator is responsible for coordinating Facilities Management (FM) service requests
and ensuring effective communication between stores and service providers. The role focuses on
monitoring open tickets, following up on outstanding actions, responding to store and supplier
inquiries, maintaining accurate system records, supporting SLA compliance, and escalating
recurring issues that impact service delivery.
Role & Key Responsibilities
• Monitor and manage FM service tickets and work orders through the Service Channel
platform
• Review open-ticket queues and identify overdue or aging requests.
• Follow up with suppliers for status updates, attendance confirmations, and expected
completion dates.
• Track requests from creation through resolution and closure.
• Ensure tickets are updated accurately with all relevant information and documentation.
• Act as the primary point of contact for stores regarding FM service requests.
• Respond to supplier and store inquiries related to ticket status and service progress.
• Coordinate communication between stores and service providers.
• Escalate critical, unresolved, or recurring issues to the appropriate stakeholders.
• Support stores and stakeholders by providing guidance on service scope, contractual
limitations, and escalation pathways.
• Monitor service delivery against contractual requirements and highlight recurring gaps or
performance concerns.
• Maintain awareness of relevant contracts and service agreements to support effective
ticket resolution and supplier follow-up.
• Support root cause analysis and continuous improvement initiatives.
• Maintain accurate records within FM and ticket management systems.
• Produce reports on request
• Support the RFM’s and MOF in their daily business
The ideal candidate will have the following experience:
• Experience with Service Channel, or similar ticketing systems.
• Prioritization & Time Management
• Strong organizational, communication, and stakeholder management skills.
• Proficiency in Microsoft Office applications.
• Fluent German and English
Experience in Facilities Management, Service Desk, Helpdesk, Customer Service, or Service
Coordination