At the MBTA, we envision a thriving region enabled by a best-in-class transit system. Our mission is to serve the public by providing safe, reliable, and accessible transportation. MBTA’s core values are built around safety, service, equity, and sustainability and each employee that works for the MBTA performs their roles based on our vision, mission, and values. This includes attendance, participation, and contribution in local safety committee meetings as needed.

The Supervisor of the Maintenance Control Center (MCC) will manage and direct the day-to-day operations of the twenty-four-hour staffed maintenance control center. Duties will include overseeing the maintenance control center clerks and the ensuring the correct dispatching and tracking of all infrastructure related
maintenance work orders throughout the Authority using the Enterprise Asset Management System (EAMS). In addition, this position will also be required to perform the duties of the maintenance control center clerks as required

• Manage and oversee Maintenance Control Center staff.
• Develop, implement, and enforce policies, procedures, and priorities for MCC to operate as effectively as possible.
• Maintain appropriate staffing levels for daily call volume.
• Manage and control overtime expenditure for the department.
• Allocate departmental resources as needed and evaluate activities to improve efficiency.
• Monitor and track work orders for all E&M areas and provide assistance as needed for completion.
• Prepare daily, weekly, and monthly reports for senior management.
• Coordinate activities between outside vendors and E&M personnel for repair and maintenance activities.
• Coordinate with System-wide Accessibility, Customer Service, and other MBTA departments to track, close and provide feedback on the status of work orders as related to customer inquiries and HEAT tickets.
• Coordinate and test changes to the EAMS and any related maintenance tracking software.
• Work closely with the Asset Management team to provide support for upgrades and changes to EAMS, resolve issues, ensure training, and suggest software improvements.
• Drive and support process improvements and changes in the department.
• Respond to each inquiry, whether from a customer, vendor or co-worker in a professional and courteous manner.
• Drive a company vehicle to visit work sites and to assist at emergencies and/or events as needed.
• Uphold the rights and interests of the Authority while building and maintaining an effective relationship with employees.
• Work any and all shifts and/or locations as assigned or directed.
• Respond or report to work as directed supervisory personnel for emergencies, extreme weather conditions or any other abnormal conditions that impair service or the safety of service, twenty-four (24) hours per day, seven (7) days per week.
• Prepare reports and information approved by the manager for legals cases, attend depositions, if necessary.
• Perform related duties and projects as assigned. 

• A high school diploma or equivalent (GED) with the ability to comprehend, communicate and respond to instructions, orders, signs, and notices, inquiries, etc., in English.
• Five (5) years of experience in maintenance operations management in the Transit/Rail industry.
• Ability to effectively communicate with regulatory agencies, community organizations and others on technical and sensitive matters.
• Have excellent customer service, conflict resolution, negotiation, presentation, communication and writing skills.
• The ability to use MS applications (Word, Excel, PowerPoint etc.).
• Have the ability to work any and all shifts and/or locations as assigned or directed.
• Be available to work twenty-four (24) hours per day, seven (7) days per week.
• Have the ability to supervise and work effectively with a diverse workforce.
• Have a valid driver's license.
• The ability to provide internal and external customers with a courteous and professional experience.
• The ability to adopt and drive change in the organization, and support change management initiatives.

• Additional years of experience in railroad, maintenance or construction.
• Experience in call centers or customer service.
• One (1) year Supervisory experience.
• Experience using a CMMS (computerized maintenance management system), preferably an enterprise asset management system (e.g., Trapeze, Maximo, lnfor, etc.).

Job Conditions:

• Ability to effectively read, comprehend, communicate, and respond to instructions, orders, signs, notices, inquiries, etc. in English
• Ability to provide internal and external customers with courteous and professional experiences
• Ability to work effectively independently and as part of a team (or supervise, if required)
• Ability to uphold the rights and interests of the MBTA while building and maintaining effective relationships with employees and co-workers
• Ability to adhere to rules, regulations, collective bargaining agreements (if applicable), and policies of the MBTA, including the EEO, anti-discrimination, anti-harassment, and anti-retaliation policies
• Have a satisfactory work record for the two (2) years immediately prior to the closing date of this posting (unless if recent graduate), including overall employment, job performance, discipline, and safety records (infractions and/or offenses occurring after the closing of the posting and before the filling of a vacancy may preclude a candidate from consideration for selection)
• Ability to pass a Criminal Offender Record Information (CORI) check, comprehensive background screening, and medical Clinic screening, potentially including a physical examination and drug and alcohol screenings
• Ability to work all shifts and / or locations assigned, directed, or necessary for this position, including (for some transit / operations roles) up to twenty-four (24) hours per day, seven (7) days per week as necessary to accommodate severe weather conditions, emergencies, or any other circumstances that may potentially impact service or the safety of service

Disclaimers and Definitions:

1. General Disclaimer: The statements contained in this job description are intended to describe a summary, general nature, and complexity of typical job functions and do not represent an exhaustive list of all duties, tasks, and responsibilities required of staff assigned to this position.
2. Application Deadlines: Applicants should apply as soon as possible, as the MBTA may stop considering applicants after a sufficiently large applicant pool is established.
3. Work Environment: The physical demands and work environment characteristics described here-in are representative of those an employee may encounter while performing the essential functions of this job. Reasonable accommodations can be made to enable individuals with disabilities to perform essential functions. See job description for role-specific requirements.
4. Work Eligibility: Although the MBTA is an Equal Opportunity Employer, all employees must be legally authorized to work in the United States for any employer and on an unrestricted basis (the MBTA does not sponsor non-US citizens). However, if you have an unrestricted work authorization, or sponsored by a separate entity, you are welcome to apply for open positions. International students taking part in CPT / STEM / OPT programs through a university are eligible for internships and co-ops with the MBTA. In compliance with federal law, all persons hired will be required to complete a Form I-9 to verify their identity and eligibility to work in the U.S.
5. Interviews: Candidates should ensure they arrive on time, are prepared, can remain for the duration, and if remote, are in a quiet place without distraction, for the interview. Candidates who do not attend their interview without advance authorization, including an email confirmation of a rescheduled time/date from Human Resources, will be considered a no-show and disqualified from consideration for the position. Related to rescheduling, on a one-time basis, and due to something emergent, you may be allowed to reschedule the interview. In addition, Human Resources may require documentation supporting the request. However, should you need to reschedule, you will need to contact your Recruiter directly by email.
6. Safety Sensitive Positions: Employees working in this classification will be subject to periodic physical examinations plus random drug and alcohol testing.
7. On-call or 24/7 Positions: Employees working in this classification must be available to respond to page / text / call and report to work as determined by assigned department or the Authority.
8. Essential / Emergency Staff: During declared "states of emergency," employees working in this classification are required to report to work for their assigned work hours or as directed by management.
9. ADA Accommodations: The MBTA makes reasonable accommodations for applicants with disabilities. If you require an accommodation during this process, please contact the MBTA's ADA Unit at 617-222-5751 or hradaaa@mbta.com.
10. Diversity, Equity, and Inclusion: The MBTA is an Equal Employment Opportunity Employer. For terms, descriptions, and definitions related to diversity, equity, inclusion, veteran status, and immediate family members that you may find on the application form, please visit mbta.com/careers-app-definitions.