Position Title

Job Classification

Field Operations Management

Hiring Range

FLSA Status

Exempt (some time in field)

Provisional Period

3 Months

Position Information

Department

DG - USCI

Working Title

Technician Manager [Region] USCI

Assignment Category

Regular, Full-Time, Salaried

Region

[Region]

Job Type

Manager

Percent of Effort

100%

Job Description Summary

(Note: This summary is the language that will be used in the posting to advertise the position on Employment web site(s))

The Technician Manager USCI (TM) is responsible for supporting and managing technician’s training, evaluation and growth within the assigned region to bolster regional processes. The TM will support and assist the Regional Operations Manager (RM) to perpetuate the refinement of regional operations and technician performance. The role is to foster growth of Level 1 and Level 2 technicians in order to develop into Level 3 technicians by training and constructive feedback. Daily assessments of the technicians are accomplished by reviewing field reports and highlighting strengths and areas needing improvement. Facilitate the process of onboarding new technicians and providing technicians with proper resources to complete jobs assigned. Coordinate with Environment, Health & Safety (EHS) on any safety trainings, PPE Requirements and incident reporting with technicians. Support Technician Manager and administer technical support with technicians on site as needed. Other duties as assigned.

Comparable Positions

Technician Manager Residential

Key Accountability

Provide Technical Support

Duty Statements

Maintain close communications with lower experienced technicians to provide guidance and mentorship on resolutions when advice and direction is needed in the field. Motivate learning lessons and lessen repetition of the provided guidance. Prepare technicians for success in order to lessen the needs for technical support.

Percentage of Time

50%

Key Accountability

Grading Field Reports

Duty Statements

Review that each field report is completed and submitted within 24hrs from scheduled end date/time of dispatch. Evaluate each field report for efficiencies in work performed, report details, technician pairings, technical aptitude, and scope of work completion.

Percentage of Time

20%

Key Accountability

Evaluate Technician Progress 

Duty Statements

Strategize the progression of technicians to guarantee their growth in progression of technician level. Provide as needed daily/weekly/monthly/quarterly/annual feedback to the technician and Regional Manager. Generate constructive feedback to the technicians to facilitate the path of progression. Assess technicians properly to authorize timely promotions and solidify the technical expertise in the region.

Percentage of Time

15%

Key Accountability

Coordinate Training Requirements

Duty Statements

Coordinate technical course specific trainings for technicians through training services. Identify safety re-training needs and consult with EHS to see the training is completed.

Percentage of Time

10%

Key Accountability

Facilitate Onboarding

Duty Statements

Prepare new hires with their tools, PPE, trainings, and vehicle. All central services are to be coordinated for assistance in onboarding. Recruit new technicians with the guidance of the Regional Manager.

Percentage of Time

5%

Key Accountability

Grading Field Reports

Duty Statements

• Review each field report for completion
• Evaluate efficiencies in work performance
• Assess technician pairings
• Observe level of technical aptitude
• Validate scope of work completion

Performance Standards

• Review of field reports require full understanding of the scope of work and the required deliverables
• Must be experienced to find inefficiencies in work performance and be able to relay improvement strategies
• Ability to have high level of technical aptitude to teach technicians’ when more skills are needed
• Knowledge of field reporting app(s) and work order management system is imperative

Key Accountability

Provide Technical Support

Duty Statements

• Maintain close communications with all technicians
• Provide guidance and resolutions
• Provide technical advice and direction
• Motivate learning lessons
• Prepare technicians for success

Performance Standards

• Must be available to answer phone calls/texts/emails from technicians as much as possible
• Ability to work well with technicians is essential
• Knowledge of company services offered is required to be at a high level of expertise

Key Accountability

Evaluate Technician Progress 

Duty Statements

• Strategize the progression of technicians
• Provide constant feedback to the technician
• Facilitate the path of progression 
• Assess technicians

Performance Standards

• Must understand how to track progression with HR
• Ability to speak well and improve the technician’s performance
• Must be proactive to provide timely feedback
• Be able to compose clear written messages to describe evaluations

Key Accountability

Coordinate Training Requirements

Duty Statements

• Coordinate technical course specific trainings
• Identify safety re-training needs
• Consult with EHS to see the training is completed.

Performance Standards

• Must have an advanced understandings of the training offerings
• It is imperative that safety trainings are completed by Technician Manager to understand the expectations
• Must be an advocate for EHS

Key Accountability

Facilitate Onboarding

Duty Statements

• Prepare new hires with their tools, PPE, trainings, and vehicle
• Coordinate assistance in onboarding
• Recruit new technicians

Performance Standards

• Strong understanding of what technicians require when hired
• Experience with reviewing resumes and evaluating experiences
• Knowledge of the interview and recruitment process

General Margin (GM) per Technician

20%

28%

35%

Time from Scheduled End Date to Technician Work Completed Date

3 Days

2 Days

1 Day

Average Time from Complete WO to Billing Review/RM Reviewed

5 Days

3 Days

2 Days

Percentage of number of WO' s Reschedule to Completed

70%

80%

90%

Revenue Amount per tech per week

$2K

$3K

$4K

Minimum Education Level Required

High School Diploma

Minimum Experience Level Required

Seven Years of relevant field technical experience

Amount of Supervision Received

The incumbent reports to the Regional Operations Manager. After initial orientation, the incumbent will be given general direction from the Regional Operations Manager but is expected to perform duties and responsibilities independently.

Analytical Skill Required

This job requires great communication skills as being personable and providing constructive feedback are an essential element to this position. Must be organized with tracking technicians’ progress and needs.

Impact of Actions Carried by this Position

Poorly executed recommendations or favoritism results in an unbalanced work force and negatively effects the morale of the technicians.

BOTH the diversity and complexity of the supervision exercised

This position is responsible for supervising and training Level 1 and Level 2 technicians

The scope of the human resources impact of this position

Occasionally responsible for interviewing prospective candidates, providing input for promotions, and working with the Regional Operations Manager during the hiring process.

BOTH the level and nature of the INTERNAL contacts

The incumbent has regular contact with senior level operations staff and other colleagues such as supply chain, planning and scheduling, EHS, and administrators.

BOTH the level and nature of the EXTERNAL contacts

External contacts include vendors and customers.

By:

Date:

Full Name:

Technician Manager [Region] USCI