Director of Field Support

Job Description

Company Overview Life Safety Services® (LSS) is an industry leader in passive fire protection inspection services such as Fire and Smoke Damper Inspections, Fire Door Inspections, Firestopping, and building commissioning services to facilities throughout the United States. LSS’s testing helps clients meet compliance standards set by the National Fire Protection Association (NFPA), International Code Council, The Joint Commission, State Fire Marshals, Insurance Risk Auditors and other regulatory agencies which require the periodic inspection of passive fire protection systems. We offer proven solutions, concise reporting and extraordinary customer service.

Job Overview

The Director of Field Support will assume responsibility for promoting outstanding customer service to customers during hand-off from Sales, project set-up and scheduling, repair quoting hand-off, project implementation, report compilation, and project closure. The individual in this role will ensure support of service technicians so they are set for success from start to finish on a project. This includes but is not limited to: project scheduling, booking travel and hotel accommodations, and project information sharing. The Director of Field Support will exemplify service excellence during the management of these activities as well as problem resolution in accordance to LSS policies and procedures. The individual in this role may refer customers to the appropriate business partner as information is uncovered during business interactions and/or conversations.

The Director of Field Support will have several key direct reporting relationships. The Director of Field Support will provide leadership and direction to the Manager of Reporting and Channel Partner Relationships, who supervises the Client Reports Supervisor and the Client Reports Specialist for Channel Partners and Regional Accounts and to the Manager of Scheduling and Field Support, who supervises the Scheduling Team. In addition, the Director of Field Support will provide direction to Project Coordinators.

The Director of Field Support is a key management position in LSS Operations and the individual in this role will report to the Vice President of Operations.

Responsibilities (Include But Are Not Limited To)

• Builds and promotes a culture of excellent customer service by emphasizing the importance of service excellence and customer satisfaction among a team of Schedulers, who possess a friendly demeanor, can-do attitude, and willingness to help and serve the customer at all times.
• Maintains a good rapport with Life Safety Services peers, has knowledge of and accountability for entire product project completion process for all assigned customers, be responsive and timely with correspondence and problem resolution, and display a caring attitude.
• Works with the Manager of Scheduling to lead and coach Schedulers to effectively manage project initiation and ensure set-up and scheduling are completed promptly so services can commence in short-order resulting in client satisfaction and prompt realization of revenue generation for Life Safety Services.
• Effectively emphasizes critical thinking and problem-solving to the Scheduling Team in scheduling work and travel for technicians.
• Confidently and professionally answers questions from the Scheduling and Reporting teams and finding solutions to customer issues that have been escalated from Field Support Representatives, Sales and Operations.
• Evaluates and assesses current procedures in Scheduling and implements practices and that achieve route optimization in scheduling jobs and travel for service technicians; controlling costs so that the company can reach its profitability goals
• Holds a position of trust and responsibility by keeping all customer business confidential.
• Demonstrates excellent problem-solving skills, exceptional judgment in decision making, following established guidelines and procedures.
• Maintains a well-developed working knowledge of the complete line of products and services offered, taking responsibility to keep up-to-date and request assistance for further development needs.
• Controls travel costs at prescribed percent to revenue and holds the Scheduling Team accountable for finding the most economic options for travel. Reviews Technician AMEX and fuel card purchases for irregularities and uses all reporting tools at his/her disposal to ensure travel and spend guidelines are within guidelines.
• Effectively refers customers to business partners for the selling and cross-selling of products to customers.
• Ensures telematics, GPS monitoring devices and other required safety equipment and supplies are adequately provided in every company vehicle
• Regularly monitors telematics and tracking information to assess whether company vehicles are being driven as safely as possible and reports concerns to the Vice President of Operations and to the Compliance Department
• Registers, licenses and renews registration for company vehicles; stays abreast of federal, state and local regulations regarding the operation of company vehicles
• Maintains detailed records of vehicle service and inspections and provides management with a report on aging company vehicles
• Other projects and tasks as determined by the Vice President of Operations
  
  

Minimum Requirements

• A minimum of five to seven years leading, managing and supervising teams, especially in a service industry
• Outstanding problem-solving and critical thinking skills.
• Excellent communication skills with the ability to interact comfortably and confidently with customers (both verbally and in written form) and demonstrate the initiative to initiate dialogue.
• Driven to reach results that meet the company’s profitability while delivering service excellence for customers
• The ability to take initiative and utilize sound judgment in decision-making and diplomacy and tact in problem resolution.
• Demonstrated skill in developing and implementing administrative procedures to resolve organizational issues that impact multiple departments
• The ability to work in a team environment with the ability to interact well, and in a positive manner, with co-workers and all levels of management.
• Driven to instill the importance of service excellence throughout a department
• Experience using Microsoft Word, Outlook, Excel, CRM systems and Operations software and apps
• Previous experience working in operations in a service industry
• A minimum of a Bachelor’s Degree (educational requirement may be waived in lieu of experience)
  
  

Company Description

LSS Life Safety Services® is an industry leader in passive fire protection inspection services such as Fire and Smoke Damper Inspections, Fire Door Inspections, Firestopping, and building commissioning services to facilities throughout the United States. LSS testing helps clients meet compliance standards set by the National Fire Protection Association (NFPA), International Code Council, The Joint Commission, State Fire Marshals, Insurance Risk Auditors and other regulatory agencies which require the periodic inspection of passive fire protection systems.

We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law”.

LSS Life Safety Services® is an industry leader in passive fire protection inspection services such as Fire and Smoke Damper Inspections, Fire Door Inspections, Firestopping, and building commissioning services to facilities throughout the United States. LSS testing helps clients meet compliance standards set by the National Fire Protection Association (NFPA), International Code Council, The Joint Commission, State Fire Marshals, Insurance Risk Auditors and other regulatory agencies which require the periodic inspection of passive fire protection systems. We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law”.