Project Manager

Charlotte, NC

Onsite  -  NON IT - Cable / Fiber / AV Install Technician  -  Direct Placement  -  Job ID: 24-01425

Title: Service Manager
Location: Charlotte (Within 1 Hour)
Duration: Direct Hire
Compensation: $80k – $100k
Work Requirements: US Citizen, GC Holders or Authorized to Work in the U.S.

Job Summary:
The Service Manager will have profit and loss responsibility for the department with defined revenue and margin targets. ln addition he/she will be responsible for customer satisfaction, employee productivity, training, and development. The Service Manager will supervise a team of service technicians, embedded lockshop technicians and a service coordinator. Scope of work to include managing employees in the following disciplines: Access Control, CCTV, Intrusion, Commercial Door and Hardware

Essential Responsibilities:

  • Establish and nurture relationships with clients
  • Ensure that things do not slip through the cracks or get missed.
  • Answer all requests for service and provide solutions for special requests if needed.
  • Ensure that the technicians in the field are aware of any changes or special instructions.
  • Manage a team of service technicians to ensure they are thoroughly trained, have proper tools, accurately execute the work per industry standards, perform them within the scheduled time, and provide detailed notes and report additional work or information needed.
  • Address productivity and performance concerns quickly and appropriately.
  • Seek out training and cross training opportunities for team development.
  • Look for ways to encourage and inspire your team through personal example and acts of service.
  • Maintain parts on hand inventory for each truck to ensure timely response to customer needs.
  • Perform quality calls & visits to clients regarding service calls.
  • Ensure all work scheduled is serviced, invoiced, and reported if needed.
  • Make sure the customer is satisfied with the work completed.
  • Constructively handle all customer complaints related to your department.
  • Constantly strive toward continuing professional growth and work to improve your business skills and those of your technicians.
  • Work with the project managers to ensure there is a smooth transition from projects to warranty coverage.
  • Detects potential crises, troubleshoots problem areas, and develops contingency plans.
  • Track service department metrics such as average response time and average resolution times.
  • Raises issues and risks early and works with others to determine possible solutions, outline impacts, and resolve effectively.
  • Manages and is accountable for execution to achieve desired objectives and requirements.
  • Coaches, mentors, motivates, and supervises and evaluates all direct reports.
  • Delegates tasks and responsibilities appropriately. Influences and holds team members accountable for assigned tasks. Sets and continually reviews expectations with team members.
  • Identifies and resolves conflicts among team members and customers.
  • Ensures all deliverables and commitments are met and the project follows relevant standards and methodologies.
  • Responsible for training service personnel, building a team with the skillset and customer service focus to support and grow the department. Accountable for the efficiency and productivity of the team. Ensures that fair and effective performance measurements are assigned and that employees are motivated to achieve and/or exceed their assigned goals and objectives. Conducts employee evaluations and/or communicates performance improvement strategies and actions.
  • Empowers, organizes, and develops the service staff into a cohesive and effective team trained and motivated to grow the business. Responsible for hiring quality individuals who possess the necessary skills, knowledge, talent, and experience to fill open job positions. Identifies areas such as business and product knowledge, and customer service where training and development can enhance the department's ability to meet current and future business needs. Maintains an open channel of communication among all departments and personnel to ensure consistent dialogue, foster initiative, and maintain employee morale. Will participate in technician ride-alongs to ensure compliance with safety programs, review productivity, measure performance, and review technicians' abilities. Must ensure complete understanding of company policies/processes, reviewing them with employees to promote understanding and compliance.
  • Ensures that all employees comply with safety programs and that employee safety training is complete and up to date. Completes all workplace accident investigations as required by the company's policy. Identifies safety issues and hazards and notifies management of conditions that require corrective action.
  • Responsible for managing the service department to an approved financial plan which includes operating expenses, accounts receivable/collections, manpower, capital, and inventory.
  • Responsible for implementing plans, programs, and processes designed to meet or exceed company goals and objectives as well as maximizing market potential in all business segments to include new service sales, revenue, and profitability.
  • Oversee the on-call rotation for emergency service.
  • Must be a backup for the 24 hours on call rotation.
  • Manage lock shop embedded technicians/customer inventory/customer inventory replenishment.
  • Assist with complex server installation/migrations and networking problems.
  • Manage all technician certifications and expirations of certifications.
  • Manage/Assist with service contract renewals.
  • Manage customer inspection/maintenance contracts.
  • Review and approve staff time sheets and expense reports.
  • Develop training and development programs and plans for the service department staff.
  • Meets regularly with technicians and service department personnel for coaching and feedback on training, promoting company vision, mission, values, running call-by-call management, and tracking performance.
  • Ability to anticipate and identify problems and use sound judgment and fact-based analysis to develop effective and efficient solutions.
  • Although we have outlined most job responsibilities for the position, from time to time there will be other responsibilities assigned, that are not part of the above responsibilities.

About INSPYR Solutions:

Technology is our focus and quality is our commitment. As a national expert in delivering flexible technology and talent solutions, we strategically align industry and technical expertise with our clients’ business objectives and cultural needs. Our solutions are tailored to each client and include a wide variety of professional services, project, and talent solutions. By always striving for excellence and focusing on the human aspect of our business, we work seamlessly with our talent and clients to match the right solutions to the right opportunities. Learn more about us at inspyrsolutions.com.

INSPYR Solutions provides Equal Employment Opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, INSPYR Solutions complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities.

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