The Facilities Service Center (FSC) was established in 2013, originally to handle work orders for divisions within Facilities Services. These work orders typically include maintenance, landscape, custodial, surplus, and event and moving support and services. Today, the group has a reputation as the first line of contact when anyone on campus has an operational issue. A team of seven full-time employees answers approximately 70,000 calls and emails every year, collecting information from clients to create work orders and route inquiries across Campus Operations and beyond.
Mark Smyth is one of the work control specialists who responds to calls and emails that come into the Facilities Service Center through what is commonly known on signage as 1-2020 (or 471-2020). He previously worked as an emergency responder for the El Paso Fire Department, a safety inspector with the City of Austin’s Housing Authority, and as a certified professional life coach. At UT, he worked in emergency preparedness and with what is now known as the University Fleet Operations before joining the FSC in 2017. He’s motivated to excel and brings positivity, humor, and empathy to his work.
When asked about how he contributes and what motivates him to excel, Smyth says positivity, humor, and understanding others are key.
“Empathy is important,” he says. “I never want a client to be left with the feeling that their needs weren’t met or addressed.”
1. What is an example of how you pursue your work with passion?
Something I’m most proud of in my work is the opportunity to be of service to others.
Recently, a woman called with a complaint of a burst pipe causing water pressure issues. When I asked which building was being affected, she gave me an address. After a brief discussion, I discovered that she was calling to report a problem with her property in Pflugerville and had not been able to find anyone to help her with a next step in resolving her issue. While I had her on the phone, I found the City of Pflugerville website, searched through it until I found a phone number for reporting such issues, and was able to get her connected with them. Although this issue was not UT-related, I was determined to continue the FSC role of providing excellent service to anyone who calls or emails us.
2. What’s something your team does that more people should know about?
We take customer service to the next level. When someone contacts the Facilities Service Center, whether by phone or email, we go above and beyond to find an answer to their inquiry.
3. What’s an example of how your work ties into the student experience or mission of the University?
The FSC not only develops work orders to ensure the buildings are functioning properly, but we also work with Student Activities to provide a special form that allows us to develop work orders for student organizations to have the inventory and services needed for their events throughout the year.
4. What's the most intriguing thing you've encountered in your work on campus?
The albino squirrel. I saw a white squirrel near CDL once and thought it was pretty cool that I had seen the legendary albino squirrel. Then I read an article in The Daily Texan saying that the white squirrels on campus were most likely “blond squirrels” because they don’t have the pink eyes of a true “albino” squirrel. Still, it was a fun encounter.
5. What is one of your favorite places on campus and why?
The LBJ lawn (where the fountain is). I used to walk over to the fountain from FC3 during my lunch hour just to relax and enjoy the rhythmic dancing of the fountain water. Even when the fountain is not on, Landscape Services does a tremendous job of making that area a beautiful, restful place to visit.