Manager, Installation & Service (South Region)
About The Position
Join the leader in providing smarter solutions for a safer world. The Installation and Service Manager is responsible for supervising a team of staff members and technicians (both employees and subs) performing installation and/or maintenance/service activities for security and video systems. To that end, this individual interacts directly with the client, client representatives, other contractors, and Kastle personnel to ensure a successful installation. The I & S Manager assists the Project Managers with planning, scheduling, and coordinating activities within installation to ensure that Kastle system install or change orders are provided accurately and on time, and that these services meet or exceed client expectations. The I & S Manager is also responsible for training, evaluating, and coaching those Project Managers and Technicians within the department.
Requirements
- 5+ years supervisory experience in a management position
- Strong knowledge of and experience with Access Control, Security & Video/CCTV systems, and IP technology, especially as it relates to cloud-based video systems
- Strong leadership skills and the ability to hold self and his/her team accountable for results by establishing clear roles, and responsibilities.
- Proven planning and organization skills in a dynamic and high-pressure work environment
- Able to adhere to corporate processes for installation, system commissioning, training, and more and be able to demand team adherence to the same.
- Demonstrated proficiency in MS Word, Excel, PowerPoint, and Microsoft Outlook
Nice To Haves
- Bachelor’s Degree preferred
Responsibilities
- Leads installation team towards meeting monthly/quarterly targets for installation revenue and RMR turn-ons and ensures personal contribution goals are understood by Project Managers
- For large strategic customers, takes on a project director role to oversee the assigned project manager and provide point of escalation as needed for the execution of the projects and any problem resolution with the customer
- Communicates with other departments and management to report results, findings and identify improvements in install and service delivery and processes
- Responsible for inventory used by the department and interacts with the warehouse to ensure proper stock levels for required installation and service parts (Note: Warehouse team does not report to the I&S Manager)
- Responsible for company vans and maintenance/management of costs associated with company vans
- Establishes training schedules for continuous improvement within the team
- Mentors direct reports (Project Managers) and establishes processes to routinely assess and coach performance for team members
- Responsible for leading the service team in the prompt resolution of service calls and related follow-up paperwork
- Responsible for meeting customer Service Level agreements (SLA) and ensuring that service calls are dispatched and completed in the timely basis
- Tracks and measures workload, and manages work schedules and on-call shifts to ensure proper coverage
- Develops requirements, generates and reviews reports and other tools to help identify and measure recurring issues, department productivity, response times and workloads
- Examines workflows to improve productivity
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Number of Employees
501-1,000 employees
