Services Manager

Full-time

Description

The Services Manager is a critical leadership role responsible for the overall strategic direction efficiency profitability and quality of all technical services delivered by the company. This role oversees the entire field operations and project management life cycle focusing on driving technical productivity fostering a high-performance culture through leadership coaching and optimizing resource utilization and scheduling efficiency.

Requirements

Essential Duties and Responsibilities:

• Directly manage and mentor a team of direct reports including Field Supervisors Technical Trainer(s) Project Manager(s) and others through structured check-ins quarterly conversations mid-year and yearly reviews and clear accountability.
• Coach and develop team to become highly effective operational managers and leaders for their respective teams focusing on accountability conflict resolution and technical mentorship standards.
• Drive a consistent culture of excellence safety and professional development across all field and project teams to ensure high employee engagement and retention.
• Establish monitor and manage key performance indicators (KPIs) for technical teams focusing on tech productivity job profitability first-time fix rates re-do rates and overall service efficiency.
• Work with the internal systems team to regularly verify and update installation time standards for all service types ensuring accurate labor quoting and technician scheduling.
• Collaborate with sales leadership and/or systems designer on the scope of work (SOW) process to ensure projects are sold correctly and have clearly defined requirements for successful installation and execution.
• Stay current on new product assortment and initiatives to ensure new technologies are properly tested documented trained and rolled out efficiently to the installation and service teams.
• Partner with the Technical Trainer to set the company-wide technical training strategy ensuring curriculum aligns with evolving technology quality standards and future business needs.
• Continuously review standardize and implement best practices across all installation and service divisions to reduce waste and improve quality of work.
• Oversee field-level adherence to inventory and warehouse management policies to ensure technicians have the right resources at the right time.
• Ensure the Field Supervisors are equipped with the knowledge and resources to effectively deliver ongoing consistent on-the-job training and technical support to their field technicians.
• Ensure all technical standards training manuals and standard operating procedures (SOPs) are current accurate and consistently enforced.
• Oversee the Project Manager to ensure all projects (residential and commercial) are planned executed and closed out on time within budget and to the highest client satisfaction standards.
• Collaborate closely with the scheduling teams to optimize dispatch logic travel routes resource allocation and job stacking to maximize billable time and minimize overtime across all field service and installation teams.
• Provide regular comprehensive reports to upper management on services performance profitability project status and key operational metrics.
• Identify and develop future leaders within the services team.
• Maintain professional and technical knowledge.
• Regular local travel required along with occasional out of state travel to remote locations
• Perform other duties as assigned

Qualifications and Education Requirements:

• Minimum of 7 years of progressive leadership experience in technical field services systems integration or a related high-tech service industry.
• Proven experience directly managing managers supervisors or project leads is mandatory (minimum 3 years).
• Demonstrated expertise in operational KPI management process optimization and driving technical productivity improvements.
• Exceptional coaching mentoring and verbal/written communication skills with the ability to influence cross-functional teams and report to upper management.
• Strong financial acumen including understanding labor costs project profitability and department budgeting.
• Excellent computer proficiency (MS Office CRM and Scheduling/Dispatch software).
• Must be able to clear a background check and drug screening.
• High school diploma or GED required
• Preferred: Bachelors Degree in Business Management Operations Engineering or a related technical field.

Other Preferred Skills/Abilities:

• Industry related knowledge and industry related products/solutions as they relate to the residential construction commercial applications and security systems.
• The ability to engage educate guide and influence others.

Physical Requirements:

• While performing the duties of this job the employee is regularly required to stand sit; talk hear and use hands and fingers to operate a computer and telephone.
• The role is primarily office-based but requires frequent travel to job sites field offices and active construction environments.
• Ability to sit at a computer terminal for extended periods.
• Occasional lifting of up to 50 pounds may be required during site inspections or hands-on assistance.

Work Environment:

• Moderate noise (i.e. business office with computers phone printers and light traffic)
• Active construction sites
• Exposure to marked changes in temperature and humidity and exposure to dust.
• Frequent local and occasional out of state travel required

Benefits:

• Paid Time Off Program - Start accruing PTO your first week!
• Eight Paid Company Designated Holidays
• 401(k) w/company match
• Health Dental and Vision Insurance options that start the 1st of the month after 60 days of employment
• Short Term Disability Options
• Long Term Disability Options
• Employee Assistance Program
• Life Insurance Options
• Employee Discount
• Free Alarm Monitoring
• Positive work culture with opportunities for advancement and growth

Salary Description

Starting between $95000 and $120000 per year

Required Experience:

Manager