Welcome to Land, Buildings & Real Estate
Land, Buildings & Real Estate (LBRE) is the operational core of Stanford University’s physical campus. LBRE constructs and maintains the Stanford campus, where advancements across the academic spectrum are made possible. Our work is founded upon the collective value of dedication, innovation, expertise, teamwork, and continuous improvement. We are committed to serving the university’s academic mission, as well as preserving and enhancing Stanford’s 8,180 acres, and pride ourselves on supporting the teaching and research of the university as “Caretakers of a LEGACY."
Department Introduction
Contracted Services provides strategic oversight and administration of essential service contracts that support Stanford’s academic buildings, grounds, and campus facilities. The department is responsible for contract compliance, vendor performance, quality assurance, preventive maintenance validation, invoice validation, documentation, customer service standards, and service accountability.
Contracted Services supports a diverse, high-volume portfolio of contracted services, including custodial, elevators, pest control, roofing, loading dock equipment, dock levelers, roll-up doors, fire doors, and other facility services. The department works closely with vendors, building stakeholders, LBRE teams, and campus partners to ensure services are performed safely, accurately, and in alignment with scope of work requirements, schedules, frequencies, and University standards.
Job Purpose
Provide administrative, operational, and field support to Contracted Services, including customer service, quality assurance, preventive maintenance validation, vendor coordination, issue tracking, recordkeeping, invoice validation, and contract compliance.
This hands-on role includes conducting in-person service quality checks, documenting field observations, verifying contractor work, following up on complaints or service issues, and supporting major facility service contracts. The successful candidate demonstrates reliability, punctuality, ownership, critical thinking, attention to detail, strong customer service, and dependable follow-through.
On-site work is required five days per week, Monday through Friday. The standard schedule is 7:00 a.m. to 3:30 p.m. or 6:00 a.m. to 2:30 p.m., depending on departmental needs. Early-morning inspections are required.
Core Duties*
- Support operational follow-up for Contracted Services by coordinating vendor work, responding to service concerns, and tracking open issues to resolution.
- Maintain reliable and punctual onsite presence to support inspections, vendor coordination, customer follow-up, meetings, and operational needs.
- Conduct onsite field evaluations and quality assurance inspections to confirm contractor performance, service quality, and contract compliance.
- Review scope of work requirements, schedules, frequencies, and service standards to help verify that vendor work is being performed as required.
- Confirm completion of preventive maintenance by reviewing service records, notifications, vendor documentation, photos, system entries, and field conditions.
- Follow up on complaints, service issues, preventive maintenance activities, and corrective tasks to support timely resolution and customer satisfaction.
- Deliver responsive customer service to University stakeholders by acknowledging concerns, providing updates, and helping resolve facility-related problems.
- Communicate clearly and professionally, both in writing and verbally, with vendors, University stakeholders, building contacts, and Contracted Services leadership.
- Prepare and maintain accurate written documentation, including emails, meeting notes, inspection reports, service updates, action items, customer replies, handwritten field notes, and tracker entries.
- Track open items, vendor commitments, service deficiencies, inspection findings, customer concerns, and corrective work through completion.
- Take ownership of assigned inspections, vendor follow-ups, service issues, and documentation updates until completed or properly escalated.
- Apply critical thinking, sound judgment, and problem-solving in the field to address unforeseen conditions, determine actions, coordinate resources, and escalate issues as required.
- Interface professionally with vendors by coordinating services, requesting updates, validating completion, documenting meeting follow-up items, resolving issues, and supporting accountability for contract requirements.
- Support major facility service contracts, including custodial, elevators, pest control, roofing, loading dock equipment, dock levelers, roll-up doors, fire doors, and other related contracted services.
- Support trouble call tracking, preventive maintenance records, inspection documentation, asset records, and vendor service records.
- Coordinate vendor access needs, including SUNet IDs, FIMS/EAM access, parking, building access, and storage.
- Review invoices, requisitions, service records, and supporting documentation for accuracy before approval, denial, amendment, or escalation.
- Validate invoice details by confirming billed work aligns with approved services, contract terms, completed work, and supporting documentation.
- Maintain accurate records for inspections, service issues, preventive maintenance, vendor follow-up, asset information, invoices, action items, and contract-related documentation.
- Detect discrepancies in vendor reports, invoices, system records, photos, service dates, scope requirements, or field conditions and escalate concerns as warranted.
- Recommend process improvements related to quality assurance, tracking, reporting, communication, field verification, preventive maintenance validation, vendor coordination, invoice validation, and recordkeeping.
- Travel safely across campus to perform inspections, attend vendor meetings, respond to service concerns, and support field operations.
- Perform other duties as assigned.
Qualifications
Education & Experience
- Bachelor's degree with two years of experience in performing the above-listed duties or a combination of education and relevant experience.
Knowledge, Skills and Abilities
- Demonstrated ownership, accountability, and thorough follow-through from initial task through completion.
- Reliability, punctuality, and consistent attendance, including early-morning operational needs.
- Strong organizational skills and attention to detail.
- Critical thinking and problem-solving skills to evaluate information, detect discrepancies, determine next steps, and escalate issues appropriately.
- Ability to balance field inspections, customer service, vendor coordination, documentation tasks, and administrative deadlines.
- Ability to work independently in the field, assess conditions, document findings accurately, and follow issues through to completion.
- Ability to validate preventive maintenance activities using vendor documentation, system records, service dates, photos, inspection results, and onsite verification.
- Strong written, verbal, and interpersonal communication skills.
- Ability to prepare clear and accurate emails, notes, inspection documentation, service updates, and customer responses.
- Accurate typing, data entry, tracker updates, and handwritten field note-taking.
- Strong customer service skills and professional judgment when responding to complaints, service concerns, and stakeholder questions.
- Ability to interface with vendors to request information, coordinate service, validate completion, and follow up on deficiencies.
- Ability to manage multiple priorities, shifting deadlines, competing service needs, and urgent operational issues while maintaining accurate records.
- Familiarity with regulatory requirements related to service contracts, inspections, and facility operations.
- Proficiency in Excel and/or Smartsheet for tracking inspections, service requests, preventive maintenance, invoices, vendor follow-up, and action items.
- Experience with financial, procurement, or work order systems such as Oracle, FIMS, EAM, or similar platforms.
Certifications and Licenses
- Must possess and maintain a valid California non-commercial Class C Driver’s License.
Physical Requirements
- Frequently perform desk-based computer tasks, use a telephone, sit, and use light/fine grasping.
- Occasionally stand, walk, and write by hand, lift, carry, push, and pull objects weighing 10 pounds or less.
- Rarely kneel, crawl, climb, twist, bend, stoop, squat, reach, or work above shoulders, grasp forcefully, and sort, file paperwork, or parts.
- Ability to drive day or night.
Working Conditions
- Requires 24-hour response availability seven days per week for emergency situations
- Additional work hours on an as-needed basis
Work Standards
- When conducting university business, must comply with California Vehicle Code and Stanford University driving requirements.
- Interpersonal Skills: Demonstrates the ability to work well with Stanford colleagues and clients and with external organizations.
- Promote Culture of Safety: Demonstrates commitment to personal responsibility and value for safety; communicates safety concerns; uses and promotes safe behaviors based on training and lessons learned.
- Subject to and expected to comply with all applicable University policies and procedures, including but not limited to the personnel policies and other policies found in the University's Administrative Guide, http://adminguide.stanford.edu.
The expected pay range for this position is $100,114 to $110,747 per annum.
Stanford University provides pay ranges representing its good faith estimate of the salary or hourly wage the university reasonably expects to pay for a position upon hire. The pay offered to a selected candidate will be determined based on factors such as (but not limited to) the scope and responsibilities of the position, the qualifications of the selected candidate, departmental budget availability, internal equity, geographic location and external market pay for comparable jobs.
At Stanford University, base pay represents only one aspect of the comprehensive rewards package. The Cardinal at Work website (https://cardinalatwork.stanford.edu/benefits-rewards) provides detailed information on Stanford’s extensive range of benefits and rewards offered to employees. Specifics about the rewards package for this position may be discussed during the hiring process.
Why Stanford is for you
Imagine a world without search engines or social platforms. Consider lives saved through first-ever organ transplants and research to cure illnesses. Stanford University has revolutionized the way we live and enrich the world. Supporting this mission is our diverse and dedicated 17,000 staff. We seek talent driven to impact the future of our legacy. Our culture and unique perks empower you with:
- Freedom to grow. We offer career development programs, tuition reimbursement, or audit a course. Join a TedTalk, film screening, or listen to a renowned author or global leader speak.
- A caring culture. We provide superb retirement plans, generous time-off, and family care resources.
- A healthier you. Climb our rock wall, or choose from hundreds of health or fitness classes at our world-class exercise facilities. We also provide excellent health care benefits.
- Discovery and fun. Stroll through historic sculptures, trails, and museums.
- Enviable resources. Enjoy free commuter programs, ridesharing incentives, discounts and more!
