Description

SUMMARY:  The Operations Manager is responsible for the administration, implementation and management of the installation and service processes in its goal of operational excellence, support of overall strategic objectives and accountable for overall financial results.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following.  Other duties may be assigned.

• Ensure that quality standards are maintained after an order is closed for contracting process and functions required for execution and customer satisfaction
• Overall contracting responsibility for the following function within Security
  • Order validation, entry & follow-up
  • Customer Inquiry
  • Permit Submittals
  • Project Management
  • Technical Support
  • Warranties
  • Resource Allocations

• Overall service department responsibility for the following function with Security
  • Service ticket backlog
  • Scheduling
  • RMA process
  • Warehouse inventory
  • Resource Allocations
• Achieve mission objectives regarding profit and resource goals
• Monitor, measure and modify processes to meet customer needs
• Coach and mentor technicians to establish required skill sets, talents and capabilities
• Interact with Sales and Development to ensure smooth transition of projects
• Conduct annual performance evaluations
• Manage associates’ performance in relation to customer service and center profitability
• Maintain quality standards by supervising and inspecting job sites
• Maintain customer satisfaction by investing concerns, implementing corrective action and communicating with customers and staff as needed
• Responsible for internal communications flow relative to the operations process
• Responsible for staying up-to-date on commercial security, product design and requirements for installation, as well as working knowledge of video, access control, fire & life safety principles
• Responsible for compliance with internal installation & service processes
• Some travel with occasional overnight
   

TEAMWORK:

• Demonstrate and promote a spirit of cooperation and teamwork throughout the Company
• Continually look for ways to improve our processes and ability to serve our customers effectively
• Improve personal performance on a continual basis

CUSTOMER SERVICE:

• Provide responsive, professional and diplomatic customer service 
• Answer customer calls and correspondence quickly and pleasantly
• Communicate with customers in a friendly, professional, and patient manner
• Perform all duties with the goal of building and maintaining long-term customer relationships
• Immediately address any customer’s concern and requests the involvement of other Company personnel as required

SAFETY:

• Follow all company safety programs and report any non-compliance to your Team Leader
• Notify Manager or Safety Manager of any unsafe conditions

Qualifications

QUALIFICATIONS:  To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and/or EXPERIENCE: Minimum five (5) years related experience and/or training; or equivalent combination of education and experience in commercial security. Experienced and knowledgeable in contracting processes associated with the installation of turnkey projects and security equipment.

COMPUTER SKILLS:  MS Office Suite, Familiar with multiple varieties of Video Management Software, Access Control Software. 

CERTIFICATES, LICENSES, REGISTRATIONS:  Valid Driver License

LANGUAGE SKILLS:  Ability to read, analyze and interpret service bulletins, technical procedure manuals, equipment specifications, and governmental regulations.  Ability to write reports, policies, business correspondence and procedure manuals.  Ability to effectively present information and respond to questions from top management, customers and staff.

MATHEMATICAL SKILLS:  Ability to work with mathematical concepts such as probability and statistical inference, and fundamentals of plane and solid geometry and trigonometry.  Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.

REASONING ABILITY:  Ability to define problems, collect data, establish facts and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

PHYSICAL DEMANDS:  The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

While performing the duties of this job, the associate is regularly required to talk or hear.  The associate frequently is required to walk and use hands to operate computer keyboard, mouse and telephone keyboard.  The associate must be able to travel locally as required.  The associate is frequently required to sit, stand, walk use hands to operate computer keyboard and telephone. The associate is occasionally required to climb, balance, stoop, kneel or crouch. The associate frequently must lift and/or move up to 50 pounds and occasionally up to 100 pounds. Specific vision abilities are required by this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential job functions.

WORK ENVIRONMENT:  The work environment characteristics described here are representative of those an associate encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

This position works in a typical office environment and visits to job sites, which includes outdoor work and work in mechanical/equipment rooms.  During the job site visits, the associate is occasionally exposed to wet and/or humid conditions; moving mechanical parts; high, precarious places; fumes or airborne particles; toxic or caustic chemicals; extreme cold; extreme heat; risk of electrical shock; and vibration. The noise level in the work environment is usually moderate.

OTHER REQUIREMENTS:                                                                                                                                                    

• Ability to pass drug screening
• Ability to prove US employment eligibility