Service Manager

All State Communications LLC, is a subsidiary of Beacon Communications, LLC

Job Function/Purpose:

The role of the Service Manager is to plan, execute, and finalize Service and Managed Services contract work according to strict deadlines and within budget. The Service Manager will oversee the Service Coordinator, and technicians to guide all service efforts alongside the Project managers for Commercial Security, Structured cabling, and Fire Alarm solutions. This role will guide the team development of best practices, maintaining service level agreements, and monitoring department issues and client complaints. The salary range for this role is between $80,000 - 100,000, commensurate on relevant education, experience, and other job related factors. In addition, this position has an auto allowance of $500/month.

Key Accountabilities:

• Oversee the coordination of service work and help when needed to ensure our clients are well taken care of.
• Ensure work orders are closed within one week of service.
• Ensure invoicing tasks are taking place weekly.
• Work directly with Project Managers for labor allocations on project life within service.
• Work directly with Program Manager for execution of SM Agreements.
• Set and continually manage service expectations with team members and other stakeholders.
• Delegate tasks and responsibilities to appropriate personnel.
• Identify and resolve issues and conflicts within the service team.
• Identify and manage project/service dependencies and provide solution options.
• Plan and schedule timelines and milestones using appropriate tools.
• Track project/service milestones and deliverables.
• Coordinate End User Training with the customer and the appropriate Beacon employee(s).
• Determine the frequency and content of status reports from the project team, analyze results, and troubleshoot problem areas.
• Proactively manage changes in service department implementations, identify potential crises, and devise contingency plans.
• Define project success criteria and disseminate them to involved parties throughout project life cycle.
• Actively manage, develop, and review the service department personnel.
• Properly communicate opportunities for installation as they arise with VP of Operations and Sales Managers.
• Develop problem management and service improvement plans.
  
  
  

Qualifications:

• Minimum 5 years management experience.
• Knowledge of, structured cabling, commercial access control, video, and Fire alarm.
• Organized and able to manage multiple tasks simultaneously.
• Superior customer service skills for both internal and external customers.
• Excellent written & verbal communication skills.
• Proficient in WORD, Excel, Access & Power Point.
• Self-motivated and self-directed.
• Demonstrates a positive attitude conducive to team building.
• Ability to work under pressure and complete tasks.
• Business experience a plus with knowledge of running a profit center.
• Management of field personnel.
• Management of office personnel.
• Adept at conducting research into project-related issues and products.
• Must be able to learn, understand, and apply new technologies.
• Ability to effectively prioritize and execute tasks in a high-pressure environment is crucial.
• Proficient with the use of Vista.
  
  
  

Travel:

• Minimal travel is required, but possible.
  
  
  

Additional Skills and Abilities:

• Superior customer service skills to deal with both internal and external customers.
• Ability to manage multiple tasks and people simultaneously.
• Ability to demonstrate planning, organizing, and implementing skills which allow the successful completion of a project by a specific due date.
• Knowledge of Windows Registry.
• Domain setup and maintenance.
• Valid and current drivers license.
  
  
  

Essential Functions:

• Timely attendance is required.
• Must pass a 10 panel drug screen.
• Must clear background check screen to fulfill jobsite/contract requirements set by Customers.
• Must possess a valid drivers license.
• Various (company paid) immunizations will be required to meet jobsite accessibility requirements.
• Strong written and oral communication skills.
• Strong interpersonal skills.
• Extended work hours may be required to meet project deadlines.
• Sitting for extended periods of time.
• Ability to lift 20 lbs unassisted.
• Ability to use and carry ladders up to 12 unassisted.
• Dexterity of hands and fingers to operate a computer keyboard, mouse, and other devices and objects.
• Physically able to participate in training sessions, presentations, and meetings.
• Physically able to traverse all types of job sites unassisted.
  
  
  

This job description does not list all the duties of the job. You may be asked by supervisors or management to perform other instructions and duties. You will be evaluated in part based upon your performance of the tasks listed in this job description.

Management has the right to revise this description at any time. The job description is not a contract for employment, and either you or the employer may terminate employment at any time, for any reason as outlined in the employee manual or other written agreement.

An Equal Opportunity Employer

We do not discriminate on the basis of race, color, religion, national origin, sex, age, disability, genetic information or any other status protected by law or regulation. It is our intention that all qualified applicants are given equal opportunity and that selection decisions be based on job-related factors.