Key Responsibilities and Required Skills for Workplace Program Technician

🎯 Role Definition

The Workplace Program Technician is a hands-on facilities professional responsible for delivering consistent, safe, and welcoming workplace experiences across assigned sites. This role manages day-to-day maintenance activities, executes preventive maintenance, coordinates with vendors and service providers, supports space set-ups and moves, and partners with workplace program managers to implement site standards, workplace services, and health & safety protocols. The ideal candidate balances technical trade skills with strong customer service, data-driven decision making, and the ability to coordinate cross-functional projects.

📈 Career Progression

Typical Career Path

Entry Point From:

Facilities Coordinator / Facilities Assistant
Maintenance Technician / Building Maintenance Worker
Operations Support Specialist

Advancement To:

Senior Workplace Program Technician
Workplace Program Manager / Facilities Manager
Site Operations Manager

Lateral Moves:

Health & Safety Coordinator
Real Estate Operations Specialist
Space Planner / Move Coordinator

Core Responsibilities

Primary Functions

Serve as the on-site technical lead for daily facility operations by receiving, prioritizing, and resolving work orders through the CMMS; diagnose root causes and complete repairs to mechanical, electrical, plumbing, and building envelope systems while maintaining accurate service records.
Execute preventive maintenance schedules for HVAC, lighting, emergency systems, and life-safety equipment, ensuring compliance with manufacturer recommendations and reducing reactive downtime across assigned facilities.
Coordinate and supervise third-party vendors and contractors (HVAC, janitorial, security, AV, movers) to ensure work is executed to specification, on schedule, with proper permits, insurance, and site safety controls.
Perform hands-on troubleshooting and repair of electrical systems, lighting, motors, controls, compressors, pumps, and basic low-voltage systems to restore occupant services and meet SLA targets.
Support space moves and reconfigurations by preparing work packages, executing furniture disassembly/reassembly, installing IT and AV cabling in partnership with IT teams, and ensuring accurate asset tagging and reconciliation.
Manage inventory, procurement, and lifecycle of facility assets and spare parts; place purchase orders, track vendor lead times, and maintain stock levels for critical maintenance items.
Maintain and inspect building systems and infrastructure to ensure compliance with local building codes, fire codes, accessibility standards, and landlord/tenant lease obligations.
Implement daily site safety checks, report hazards, and lead incident response for minor facility incidents; work with EHS teams to close corrective actions and document lessons learned.
Conduct site walkthroughs and regular audits to verify cleaning standards, ergonomics, room readiness, and compliance with workplace policies including COVID-19/health protocols and occupancy limits.
Collaborate with Workplace Program Managers to implement workplace experience initiatives such as reservation systems, hot desk setups, visitor management, and amenity improvements.
Manage work order lifecycle: intake, triage, dispatch, follow-up, and closeout while maintaining clear communications with requestors and stakeholders on status and timelines.
Provide frontline customer service to occupants by responding to facility-related inquiries, service escalations, and urgent requests with a professional, solutions-oriented approach.
Maintain accurate documentation of repairs, preventive maintenance logs, equipment manuals, vendor contracts, and site-specific operating procedures to support audits and continuity planning.
Support capital and site improvement projects by performing on-site coordination, scope verification, punch-list completion, and basic installation tasks under project manager guidance.
Conduct basic HVAC and refrigeration services including filter changes, belt replacements, condensate drain cleaning, and monitoring system alarms to reduce service interruptions.
Monitor building utility performance and escalate anomalies; support energy-efficiency initiatives by reporting inefficiencies and participating in retrofit and conservation programs.
Ensure proper handling, storage, and disposal of hazardous materials and consumables (batteries, cleaning chemicals, fluorescent tubes) in accordance with regulations and company policies.
Train and mentor junior facilities staff and temporary vendors on site procedures, safety expectations, and standard operating practices to maintain consistent service levels.
Assist with emergency preparedness and business continuity activities, including participation in fire drills, site evacuation plans, and ad-hoc emergency repairs to restore critical services.
Support lease and landlord interactions for property repairs, tenant improvement coordination, and joint site inspections to ensure contractual obligations are met.
Maintain and operate access control and security systems (badge systems, door hardware, CCTV basics) and escalate complex security issues to specialized teams when required.
Track, analyze, and report facilities KPIs such as work order response times, preventive maintenance completion rates, occupancy utilization, and vendor performance to inform continuous improvement.
Participate in cross-functional meetings with IT, HR, Real Estate, and People Experience teams to align facilities services with organizational needs and upcoming office changes.

Secondary Functions

Support ad-hoc data requests and exploratory data analysis.
Contribute to the organization's data strategy and roadmap.
Collaborate with business units to translate data needs into engineering requirements.
Participate in sprint planning and agile ceremonies within the data engineering team.
Assist in the preparation of capital and operating budget estimates by providing site-level cost inputs and vendor pricing history.
Support workplace experience programs such as ergonomic assessments, hospitality requests, and conference room readiness checks.

Required Skills & Competencies

Hard Skills (Technical)

CMMS / Work order system proficiency (e.g., FMX, iOFFICE, Archibus, ServiceNow) — ability to log, update, and close work orders and pull basic reports.
Basic electrical troubleshooting and repair (120/240V circuits, receptacles, lighting fixtures, breakers).
HVAC fundamentals and preventive maintenance tasks (filter changes, belt and motor checks, thermostat troubleshooting).
Plumbing repairs and maintenance (leak detection, fixture replacement, drain clearing).
Use of hand and power tools, mobile diagnostic tools, and testing equipment (multimeter, infrared thermometer, leak detectors).
Vendor management and contract coordination including scopes of work, PO creation, and quality inspections.
Asset management and inventory control (asset tagging, barcode scanning, spare parts tracking).
Understanding of life safety systems and codes (fire alarms, sprinkler systems, emergency lighting).
Basic access control and building security system familiarity.
Experience with space planning support and move coordination; ability to read floor plans and execute fitout tasks.
Proficiency in Microsoft Office suite (Excel for tracking KPIs and simple data analysis, Outlook for stakeholder communications).
Knowledge of local building codes, OSHA/EHS requirements, and hazardous materials handling.
Ability to read and follow technical manuals, as-built drawings, and equipment schematics.
Basic audiovisual (AV) setup and troubleshooting for conference rooms and huddle spaces.
Familiarity with energy management principles and basic utility monitoring.

Soft Skills

Strong customer service orientation with the ability to interact politely and professionally with all levels of the organization.
Clear verbal and written communication skills for issuing work updates, writing service reports, and coordinating vendors.
Problem-solving mindset and the ability to prioritize tasks while balancing reactive work and planned maintenance.
Attention to detail to ensure work is completed to standard and documented accurately.
Time management and the ability to multi-task in a fast-paced, multi-site environment.
Team player who can collaborate across functions (IT, HR, Real Estate, Security) and escalate when appropriate.
Adaptability and calm under pressure during urgent repairs or site emergencies.
Ethical decision-making and discretion handling sensitive tenant and operational information.
Continuous improvement orientation — identifies process improvements and implements best-practice fixes.
Conflict resolution and negotiation skills when managing vendor disputes or stakeholder expectations.

Education & Experience

Educational Background

Minimum Education:

High school diploma or GED with vocational training or relevant certifications.

Preferred Education:

Associate degree or technical diploma in Facilities Management, Building Systems, Electrical Technology, HVAC, or related trade.
Certifications (preferred): OSHA 10/30, HVAC certification, Certified Facility Manager (CFM) coursework, First Aid/CPR.

Relevant Fields of Study:

Facilities Management
Building Systems / HVAC / Electrical Technology
Mechanical or Industrial Maintenance
Occupational Health & Safety

Experience Requirements

Typical Experience Range: 2–5 years of facilities, building maintenance, or operations experience supporting multi-tenant or corporate office environments.

Preferred:

3–5+ years in a facilities technician, maintenance technician, or workplace operations role with demonstrated experience in preventive maintenance, vendor coordination, and work-order systems.
Experience supporting hybrid office environments, workplace experience programs, and cross-functional project coordination.