Technical Services Manager
17 days ago
Lincoln
ECC is looking for a Technical Service Manager to take on the challenge of ensuring all customer deadlines are met with a high level of technical standards. This role involves managing multiple priorities in a fast-paced environment and provides a mixture of customer service, employee development, technical knowledge, and problem-solving to meet the needs of ECC’s clients and staff. With an opportunity to have a significant impact on a growing territory, responsibilities include: • Leading performance of profit and people for technical teams in the central region, • Planning and scheduling projects and staff to support client requirements, • Managing key performance financial and operational metrics to meet profitability, • Supporting sales and clients with customized support plans and agreements, • Aligning processes and standards with other leaders and ECC territories, • Creating and adhering to technical standards to ensure teams are trained properly, • Overseeing project and technical management to meet on-time, on-budget, and per specification customer requirements, • Developing employees to meet job standards and performance expectations, • Communicating and working with both technical and non-technical staff and customers Primary Responsibilities (Essential Functions): Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. The following areas of responsibility represent Key Results Areas (KRA’s) for which performance will be measured: Financial Management • Manage the overall department(s) profits to equal or exceed budget., • Plan and schedule projects to provide adequate workload and maintain established chargeability target., • Provide financial and operational performance analysis and projections to relevant managers., • Manage staffing hours to ensure appropriate staffing levels., • Offer timely proposals for system upgrades and technical solutions to clients., • Provide monitoring, inspection, and support agreement proposals. Marketing • Conduct joint sales calls to promote engineering, implementation, and service agreements., • Deliver presentations to ensure client embracement of project deliverables and company processes., • Maintain direct customer contact for satisfaction throughout project lifecycles., • Promote technical services capabilities to grow revenues., • Communicate sales leads to the Sales Department. Internal and External Client Support • Develop overall Technical Support strategy for client applications and future products., • Ensure premier client experience through the Client Support department. Technical Standards • Train technical staff to provide highest level of integration support., • Ensure adherence to technical service standards for customer satisfaction., • Communicate with sales and technical departments on proposed systems., • Address and document complaints as per company policies., • Provide necessary tools and equipment while managing finances., • Maintain accurate inventory levels for support services., • Prepare cost estimates and ensure minimal variance., • Oversee Central Station monitoring accounts. Staffing Management • Interview and hire personnel to maintain staff size for profitability., • Maintain a network of subcontractor technical personnel. Project Management • Review contractual documents and conduct consultations to ensure objectives are met., • Assign Project Managers and maintain project scheduling., • Conduct project reviews and manage costs in relation to budgets., • Ensure actual project costs do not exceed 110% of budget., • Prepare necessary documents for project completion and invoicing. Employee Development • Develop department and individual goals in alignment with business plan., • Create staff training and development plans with necessary certifications., • Implement onboarding plans with Human Resources. Performance Management • Provide real-time feedback and guidance to team members., • Conduct objective performance assessments with Human Resources., • Address performance issues and reinforce desired behaviors. Additional Responsibilities • Cultivate positive inter-departmental relationships., • Foster a healthy work environment and represent the company professionally., • Ensure adherence to company policies and safety standards., • Oversee company vehicle and building maintenance. Professional Knowledge, Skills, and Ability: • Advanced knowledge in the technology industry., • Managerial, business, financial planning, and technical skills., • Computer literacy for company software programs., • Ability to learn and use new technologies., • Independent work capability within policies, procedures, and budgets., • Solution-focused and results-driven., • Excellent customer and employee relation skills., • Willingness to work long hours and travel occasionally. Required Education and/or Work Experience: • Management, business, and formal technical training or experience., • Experience managing teams and knowledge of system installations and repair., • Experience with Fire Alarm, Audio/Video systems, Nurse Call, Intercom, security, and access control., • Ability to train others on work standards and processes. Certificates, Licenses, Registrations: • Preferably AVIXA CTS; obtain within one year., • NICET Level II or higher preferred; obtain within one year., • Valid driver’s license and vehicle insurance. Physical Requirements: Reasonable accommodations may be made for individuals with disabilities. Requests should be submitted in writing to the supervisor or Human Resources. • Ability to communicate verbally in person and over the phone., • Perform repetitive motions with wrists, hands, and fingers., • Exert up to 100 pounds of force occasionally., • Travel up to 20% of the time within company regions and nationally., • Utilize computers, scanners, smartphones, and tablets; willingness to learn new technologies., • Perform physical activities such as climbing, stooping, and operating power tools., • Work with potential hazards and in various physical conditions. Job Type: Full-time Pay:$95K+ per year Benefits: • 401(k), • 401(k) matching, • Dental insurance, • Employee assistance program, • Employee discount, • Flexible spending account, • Health insurance, • Life insurance, • Paid time off, • Retirement plan, • Vision insurance Schedule: • 8 hour shift, • Day shift, • Monday to Friday Work Location: In person