What are the responsibilities and job description for the Senior Service Manager position at Envera Systems?
About the Company
Envera Systems is a rapidly growing Florida-based software-enabled security company with strong financial backing, advanced proprietary technology and unique solutions, specializing in live monitored, access control and active video monitoring. We dedicated to creating a supportive entrepreneurial work environment for our talented, hard-working, team-oriented employees. We offer benefits that include, medical, dental, vision, 401(k) and other supplemental benefits. Ideal candidates will be highly motivated, with a positive attitude, passion for winning and commitment to excellence.
About the Role
The Field Service Manager position oversees the day to day operations of the Low Voltage Service Department, and works directly with Operations, Central Station, IT and Sales teams to foster positive experiences for existing customers via prompt, courteous handling, and efficient resolution of all service calls and repair requests.
Responsibilities
- Create and implement departmental policies to standardize processes & procedures
- Continually improve systems, processes, training and technology to facilitate efficient and professional customer interaction and a streamlined workflow
- Identify productivity constraints and recommend remedial actions to management
- Identify opportunities for product innovation and process improvement
- Develop strong relationships with internal departments and customers
- Ensure excellence in all aspects of customer support
- Maintain open lines of communication with other departments for collaboration purposes & timely resolution
- As needed, field customer escalations and provide routine updates to management
- Participate in off-site customer meetings as needed
- Hire and cultivate a team of highly qualified technicians to troubleshoot and resolve reported service requests
- Mentor and provide ongoing training and coaching to develop team members in reaching professional career goals
- Manage and report on departmental productivity, including forecasting metrics, to continually improve operational efficiency of team
- Review weekly departmental usage for accuracy and provide report details to Finance team
Qualifications
Bachelor's Degree or equivalent experience in the service business or a related field preferred. Minimum of 7 years relevant professional experience in a technical or related field; including 3 to 5 years management experience. Experience managing remote team members that are geographically dispersed. Experience in a rapid growth business.
Required Skills
EOE Statement
We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law.
