Technical Services Manager

Company: Allied Universal
Location: Livermore
Posted on: January 6, 2022

Job Description:

Allied Universal - Technology Services, one of the largest security systems integrators in the United States, offers comprehensive and integrated technology solutions to help clients mitigate risk and protect people and assets. Allied Universal - Technology Services all-inclusive service approach offers intelligent and seamless technology solutions from electronic access control, video surveillance, fire/life safety, alarm monitoring, emergency communications, technological threat management and response, and other smart tech innovative solutions, including a broad array of hosted /managed services via the company's Monitoring and Response Center (MaRC), and the Global Security Operating Center. We are in a growth mode and continue to hire talented Installation and Service Technicians, Monitoring Agents, Coordinators, Project Managers, Engineers, Architects, Branch Leadership and Sales Professionals. We offer medical, dental and vision coverage, life insurance, 401K, employee assistance programs, company discounts, perks and more! Start your -phenomenal -career with Allied Universal - Technology Services today! Job Description The Regional Service Manager is responsible for providing leadership and direction to assigned regional service staff and implementing action plans. The Service Manager manages the overall execution and performance of the field service staff and ensures branch goals and objectives are met. Goals and objectives are aligned with the Regional Service Director and the National Services Organization in terms of supervising employees to ensure schedules are maintained and service responses proceed according to plans, contracts, MSA, schedules and cost estimates. The regional Service Manager will work in accordance with the organization's office policies and procedures, keeping in mind the overall core values of Allied Universal Technology Services. ESSENTIAL JOB DUTIES AND RESPONSIBILITIES: Those duties necessary to meet the minimum requirements of the position. Other duties may be assigned:

• Supervises the activities and performance of all service customer engagements and retention for all service work. Provides technical support, expertise, leadership, and accountability for service technician staff and customers in assigned geographic area or location.
• Plans, organizes, manages, schedules, and controls all daily service activities.
• Supports the Service Director in all hiring, recruiting, retention and training needs for service staff.
• Supports the Service Director in building and maintaining an effective service organization committed to customer and employee satisfaction and profitable growth.
• Establishes goals and development plans for all direct reports. Evaluates employee performance and works with the Service Director on salary management.
• Supervises performance of field service staff and responds to escalated issues in field and internally escalates issues as needed.
• Communicate management directives to field staff and ensure compliance (WFS, Safety, etc.)
• Coordinate and liaise with all departments related to service activities.
• Works with installation team on Install-to-Service turnovers.
• Develops manpower schedules and loading to ensure contract compliance and prompt service delivery and SLA/Metric Compliance.
• Follows up on customer satisfaction issues and drives resolution.
• Engage company resources to resolve customer issues outside of service contract scope.
• Promotes the securing of MAC and new service contracts.
• Firstline support & guidance for newer and all technical staff.
• Responsible for maintaining effective customer communications and to ensure contractual obligations are fulfilled while quickly resolving customer complaints concerning service issues, thereby minimizing customer concerns, and enhancing customer relations.
• Ensure that fair and effective performance measures are assigned, and that employees are motivated to achieve and / or exceed their assigned goals and objectives utilizing sound management tools and practices. QUALIFICATIONS: To perform this job successfully, the individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills, and/or experience required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
  • High school diploma or equivalent is required; Associate's or bachelor's degree preferred
  • 3 - 5 years of experience in Engineering, Project Management or as a Sr. Field Technician (techniques & tools)
  • An equivalent combination of education or experience will be considered.
  • Multiple Industry and Manufacturer Certifications are preferred.
  • Possession of valid state issued driver's license required
  • Proficient with MS Office Suite (Teams, Excel, Outlook, PowerPoint, Project, SharePoint, and Word)
  • Ability to establish and maintain effective working relationships with both internal and external customers.
  • Must be able to manage multiple tasks while meeting strict deadlines.
  • Must be detail-oriented and organized.
  • Strong, planning and reporting skills.
  • Possess excellent verbal, written communication and follow-up skills.
  • Strong analytical and decision-making abilities.
  • Self-motivated with the ability to motivate and influence others.
  • Possess the ability to remotely troubleshoot technical electronic and software-based issues.
  • Ability to manipulate, navigate and utilize electronic web-based service tools to manage all facets of service delivery/productivity/efficiency. Closing Allied Universal - -provides unparalleled service, systems and solutions to people and businesses within our local communities, and is North America's leading security services provider. Allied Universal delivers high-quality, tailored solutions, which allows clients to focus on their core business. For more information: www.AUS.com. We proudly support the Veteran Jobs Mission, a group of over 200 companies that have committed to collectively hiring a total of one million military veterans. -EOE/Minorities/Females/Vet/Disability/Sexual Orientation/Gender Identity Allied Universal Services is an Equal Opportunity Employer committed to hiring a diverse workforce.

Keywords: Allied Universal, Livermore , Technical Services Manager, Executive , Livermore, California