To mentor, train, oversee, and develop service Technicians to effectively manage assigned projects for consistent delivery of all projects. Consistent delivery includes the responsibility of labor, materials, administrative and communication requirements.
Responsibilities
- En sure consistency in project delivery among service technicians
- Promote and enforce industry best practices and codes.
- Ensure Conformance to Vision quality standards
- Promote and enforce Operational Guidelines and In Process Quality Controls (IPQC) are met
- Ensure effective use and projection of manpower
- Develop good customer relation skills in service technicians
- Mentor and foster good customer service and management of customers' expectations
- Email etiquette and good customer communication
- Develop budget knowledge and budget control practices with service technicians
- Create working knowledge of budget discipline and available resources (for example Field Budget Trackers)
- Utilize "Project Management" tools to manage projects
- Gantt charts, Power BI, VIMS, Excel spreadsheets, PnL's, specification sheets, floor plans
- Promote and teach strategic thinking
- Help foster thinking ahead and having a plan
- Ensure service technicians process administrative paperwork correctly and efficiently
- Status tracking and reporting, job documentation, look aheads, time trackers
- Establish guidelines for and promote field engineering
- Establish "Project Ownership" among the technicians
- Ensure field project status reports are tracked and submitted by technicians
- Demonstrate ability to manage and motivate personnel effectively
- Evaluate technicians, provide regular feedback on performance
- Ensure operations department is meeting the goals and objectives of the company
MEASUREMENT:
The following criteria are some of the ways that he people will be measured. This list is not meant to be all inclusive. Regular feedback on performance will be given by the Operations Manager and the ITS Business Unit Manager.
- Performance against the budget
- Improvement in overall gross margins
- Customer satisfaction
- Achieving the goals and objectives
- Evaluation of Foremen and Lead Techs against the model.
- Morale of the field
Qualifications
- Experience installing, servicing and programming, and integration of ACS, CCTV, IDS security systems on large/complex projects.
- Experience leading large/complex security system install/service job sites and/or proven ability to work independently.
- Experience with multiple product lines (Genetec, DMP, AMAG, Galaxy, and DSX) a plus.