Director, Field Service

Overview

When you join the Allied Universal® Technology Services, you are joining one of the fastest growing security systems integrators in North America. Build your career within a fast-paced, dynamic, and diverse environment that combines leading-edge technology solutions - electronic access control, video surveillance, alarm monitoring, emergency communications, robotics, drones, and other smart tech innovative solutions - with physical security solutions to safeguard our clients and our communities. We offer an array of opportunities - service technician jobs, installation technician jobs, security installation jobs, engineers, and project manager jobs to name a few. Start your career with us today! We offer medical, dental and vision coverage, life insurance, retirement plan, employee assistance programs, company discounts, perks and more for most full-time positions!

Job Description

Allied Universal Technology Services, an Allied Universal® Company, is hiring a Director, Field Service. The Director, Field Service will plan, organize, manage, schedule, and control all daily coordination activities of the Service Desk, Services Administration and L2-3 Support Management functions. This role is expected to travel for engagements up to 60% of the time. Air travel and hotel stays will be required.

RESPONSIBILITIES:

• Assume roll of representative of all Services and liaise across all business lines
• Provide support, expertise, leadership, and accountability for his/her staff and internal customers
• Plan, organize, manage, schedule, and control all daily coordination activities of the Service Desk, Services Administration and L2-3 Support Management functions
• Support the Regional Vice Presidents in all hiring, recruiting, retention and training needs for operations installation staff
• Support the Vice President, Operations in building and maintaining an effective service organization committed to customer and employee satisfaction and profitable growth
• Establish goals and develop plans for all direct reports
• Evaluate employee performance and works with the Vice President, Operations on salary management
• Supervise performance of staff and responds to escalated issues in field and internally escalates issues, as needed
• Communicate management directives to staff and ensure compliance (WFS, Safety, etc.)
• Coordinate and liaise with all departments related to service activities
• Follow up on customer satisfaction issues and drives resolution
• Engage company resources to resolve customer issues outside of service contract scope for Strategic and Enterprise engagements
• Responsible for internal/external service training initiatives to include scheduling, content development, agreeance, and execution
• Audit data held within the SecurityNow service tool to ensure health and quality from a national perspective
• Coordinate with Regional Service Directors to ensure cohesivity and national policy compliance
• Act as a QA/QC liaison from a National Service perspective and is the “Client Advocate" to resolve issues and build relationships
• Strategic planning for all Service Operations
• Ongoing development of industry best practices as part of a Services Center of Excellence
• Identification of “Problem Accounts" and “Slipped Service Projects" and the development of appropriate mitigation plans for Executive Management
• Liaise with other leaders to ensure that contracts are rightsized, profitable and are consistent with current market/competitive trends.
• Direct and supervise the onboarding of new clients into our services platform
• Oversee the National Service Administration function
• Work directly with Regional Vice Presidents to ensure that all areas & employees are driving the National Services Vision
• 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:

• Bachelor's degree in Management or related field
• Possession of valid state issued driver's license required with the ability to operate a company issued or rental vehicle
• Minimum of fifteen (15) years of experience in Management or Service in a leadership capacity
• Minimum of five (5) years of experience in the Security Integration industry
• Extensive background and experience with the use of a service delivery platform
• Extensive background in the management and creation of service-related performance criteria
• Comprehensive understanding corporate level financial management, P&L, EBITA, Gross Margin, etc.
• Proficient with MS Office Suite (Teams, Excel, Outlook, PowerPoint, Project, SharePoint, and Word)
• Ability to concentrate on details, manage multiple priorities while working under deadline pressures, apply sound logic and judgment, and prioritize tasks and responsibilities
• Ability to establish and maintain effective working relationships with both internal and external customers
• Must be detail-oriented and organized
• Ability to establish and maintain effective working relationships with both internal and external customers.
• Detail-oriented; strong organization skills
• Excellent planning and reporting skills
• Possess excellent oral, written communication, and follow-up skills
• Strong analytical and decision-making abilities
• Self-motivated with the ability to motivate and influence others
• Ability to manipulate, navigate, and utilize electronic web-based service tools to manage all facets of service delivery/productivity/efficiency

PREFERRED QUALIFICATIONS:

• Experience in ServiceNow platform
• Experience with the SAP ByDesign Enterprise Resource Planning (ERP) application
• Experience with the implementation of an organization wide service delivery platform change

BENEFITS:

• Medical, dental, vision, basic life, AD&D, and disability insurance
• Enrollment in our company's 401 (k) or Supplemental Income Plan, subject to eligibility requirements
• Eight paid holidays annually, five sick days, and four personal days
• Vacation time offered at an accrual rate of 3.08 hours biweekly. Unused vacation is only paid out where required by law

Closing

Allied Universal® is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race/ethnicity, age, color, religion, sex, sexual orientation, gender identity, national origin, genetic information, disability, protected veteran status or relationship/association with a protected veteran, or any other basis or characteristic protected by law. For more information: www.aus.com

If you have any questions regarding Equal Employment Opportunity, Affirmative Action, Diversity and Inclusion, have difficulty using the online system and require an alternate method to apply, or require an accommodation at any time during the recruitment and/or employment process, please contact our local Human Resources department. To find an office near you, please visit: www.aus.com/offices.

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