FM Administrator

Country

Country: United Arab Emirates

Company Overview

Headway Group ( ) is a premier, multi-disciplinary technical provider in the UAE, delivering elite solutions across Construction, Facility Management (FM), Design, and Fit-Out sectors. Our FM division is recognized for excellence in providing Annual Maintenance Contracts (AMC), reactive repairs, and specialized MEP services for high-end residential and commercial assets. We pride ourselves on operational integrity, utilizing advanced CRM workflows to ensure seamless service delivery and client satisfaction.

Job Purpose

The FM Administrator is the operational heartbeat of the Facility Management division. This role is responsible for bridging the gap between client inquiries and technical execution, ensuring that every job order from initial tenant request to final completion report is processed with meticulous accuracy and within strict SLA thresholds. By managing the flow of data between site engineers, technicians, and the CRM, you directly impact the efficiency of our field operations and the preservation of long-term asset value.

Core Technical & Operational Responsibilities

• Inquiry & Job Order Management: Act as the primary point of contact for tenant and client inquiries, translating requests into actionable Work Orders within the CRM Inquiry Module.
• Workflow Coordination: Synchronize daily activities between Site Engineers, Technicians, and Labor teams to ensure rapid mobilization of resources for reactive and preventive tasks.
• Reporting & Documentation: Generate comprehensive Work Completion Reports and maintain detailed maintenance logs and asset histories.
• Site Inspection Monitoring: Update and track site inspection data, ensuring that all findings are reflected in the project module for immediate technical action.
• Daily Progress Tracking: Analyze and verify daily work progress reports from the field, ensuring alignment with scheduled inspections and AMC commitments.
• CRM Data Integrity: Maintain strict adherence to "step-locking" protocols, ensuring completed tasks become read-only to protect project data integrity.
• SLA Compliance: Monitor notification thresholds (7-day and 3-day reminders) to prevent service delays and ensure 24/7 support readiness.

Key Performance Indicators (KPIs)

• SLA Adherence: 100% compliance with response and resolution time thresholds for tenant inquiries.
• Documentation Accuracy: Zero-defect reporting on Work Completion and Site Inspection documents.
• CRM Precision: Timely "step-locking" of all completed modules to ensure data security.

Reporting Line

This position reports directly to the Operations Head or Senior Project Manager .

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Requirements

Technical Skills & Qualifications

• Experience: Minimum 3–5 years of specialized FM Administration experience within the UAE market.
• Technical Knowledge: Deep understanding of UAE FM scope, including HVAC, Electrical, Plumbing, and Fire Safety standards.
• Software Proficiency: Advanced experience with ZOHO CRM or equivalent CAFM systems is mandatory.
• Process Expertise: Demonstrated ability to navigate complex hand-offs between Sales, Estimation, and Operations modules.
• Education: Bachelor’s degree in Business Administration, Facilities Management, or a related technical field.