Job Description

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

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