Advanced Signal-Install/ Service Supervisor

Summary of duties and responsibilities

The scope of the Install / Service Supervisor Role is responsible for scheduling for the day-to-day activities of the install & service department including overseeing and directing technicians. Work to improve operational efficiency. Provide superior customer service to new and existing customers.  Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.  All services must meet the highest quality standards set forth by American Alarm while assuring a professional and safe working environment.  Must be able to communicate effectively with all staff and external customers.

Duties include but are not limited to the following: 

• Responsible for direct supervision of service and installation staff, as well as the office team.
• Prepares work schedules, expedites workflow, and determines work procedures. Ensuring service and installation teams are properly staffed to cover vacations and absenteeism.
• Reports Operational Metrics to Regional Operations Manager for further review & performance assessment. Recommend operational improvements based on metrics and staffing.
• Ensures on-call coverage.
• Manage day-to-day needs of staff including direction, praise, motivation, and discipline.
• Monitors SROs to ensure that customers' needs are serviced promptly and professionally. Observe employees’ demeanor, technical accuracy, and conformity to company policy.  
• Recommends corrective actions to adjust processes regarding customer complaints.
• Delegates work assignments; matches the responsibility to the person; gives authority to work independently; sets expectations and monitors delegated activities and provides recognition for results.
• Responsible for employment training, and disciplinary action; prepares performance reviews, and gives final recommendations to HR and the Regional Operations Manager for PIP or corrective disciplinary actions.
• Maintain records of all SROs, Incidents and provide accurate, detailed, and timely paperwork and reports to management.
• Works closely with the teams to manage customer expectations and efficient workdays for the technicians.
• Approves time cards and oversees the assignment of overtime for technical teams.
• Responsible for the review of all service SROs to ensure that subscribers are properly billed for all chargeable service calls.
• Responsible for the identification and resolution of troublesome accounts.
• Build and maintain working relations with the sales staff.
• Responsible for providing superior customer support to Key Accounts.
• Assist in formulating policies, procedures, and guidelines that would further the growth, development, and professionalism of the branch with a goal of superior customer service and satisfaction.
• Ensures compliance with local police and fire departments, and regulatory agencies.
• Answer technical questions for the office team so they can better support the needs of the tech team and customers.
• Complete quotes for deficiencies reported via NFPA Inspections.
• Research and obtain information on position-specific training opportunities.

• Regular attendance must be maintained.
• Other job duties as assigned.

Experience:

• 5-10 year experience in a technical role with a Class D license or apprenticeship.
• 2 years experience in a supervisor or Team Lead capacity

Licenses / Certifications:

• NICET III certification is desired.  
• Class D Systems Technician license preferred.
• Notifier Verifier Tools

Education:

Desirable education requirements: Bachelor’s Degree or equivalent work experience. NICET III certification is desired.  Class D Systems Technician license preferred. Experience with Notifier programming and products. Candidate should be highly proficient with software applications such as Microsoft Outlook, Excel, and Word.  Prior experience at American Alarm with a proven record of high productivity, quality, and attendance is preferred.  This person must be able to manage multiple tasks simultaneously and work well with other people.

Physical Activities/Requirements (office desk jobs positions)

• Manual dexterity and sitting are required in carrying out your own responsibilities (i.e. use of personal computers).
• Ability to efficiently operate all job-related office equipment.
• Ability to communicate via telephone and work in virtual teams.
• Ability to work in a dynamic environment.
• Ability to work in a traditional professional office setting
• Ability to lift 5 -10lb

Our Meaningful Mission: Seize our moment to help save lives and property with systematic excellence

Use of The Four Way Test in fulfilling your duties: Our Values

1. Is it the Truth?
2. Is it Fair to all concerned?
3. Will it build Goodwill and Better Friendships?
4. Will it be Beneficial to all concerned?

The “Four Way Test” of the things we think, say or do, recommended by the Rotary International Foundation has served us well.

Americans With Disabilities Act

American Alarm & Communications, Inc. complies with all aspects of the Americans with Disabilities Act (ADA) and state disability laws. This means that we will not discriminate against qualified individuals with a disability in any phase of the employment relationship including application for employment, hiring, promotions and/or advancement opportunities, termination, compensation, training and any other conditions or privileges of employment.

Equal Employment Opportunity Statement: American Alarm and Communications, Inc committed to a policy of nondiscrimination and equal opportunity for all employees and qualified applicants without regard to race, color, religious creed, national origin, gender, age, disability, veteran status, marital status, or sexual orientation.