What are the responsibilities and job description for the Service Manager II position at Mobile Communications America Inc?
MCA seeks team members who share our values: service, growth, teamwork, and safety. As a Military Friendly Employer, we welcome veterans, with over 250 already on board. Join us and become part of the MCA family, where we prioritize both work and enjoyment. We offer competitive compensation and benefits such as Medical, Dental, Vision, 401K, PTO, Holiday Pay, Education Incentives, and more.
WHAT YOU WILL BE DOING:
- Manage Service Operations: Oversee the daily operations of the service department to ensure that all service requests are handled efficiently and effectively, meeting established KPIs and SLAs.
- Team Leadership: Lead, train, and mentor a team of service technicians and support staff, fostering a culture of continuous improvement and professional development.
- Customer Relations: Build and maintain strong relationships with clients, addressing their needs and concerns to enhance customer satisfaction and loyalty.
- Troubleshooting and Problem Resolution: Handle escalated service issues and complaints, working to resolve them promptly while implementing preventive measures to avoid recurrence.
- Performance Monitoring: Monitor and analyze service performance metrics, preparing reports to identify trends and areas for improvement.
- Budget Management: Assist in managing the service department budget, ensuring cost-effective operations and adherence to financial targets.
- Process Improvement: Continuously evaluate and improve service processes, implementing best practices and innovative solutions to enhance service delivery.
- Collaboration: Coordinate with other departments, such as sales and technical support, to ensure a seamless customer experience.
- Training and Development: Organize and conduct training sessions to ensure that all team members are knowledgeable about products, services, and best practices.EmployeeServe as main point of contact for customers
- Bachelor’s degree in Business Administration, Management, or a related field (preferred).
- 5 years’ experience in service management or a similar role, preferably in the public safety telecommunications industry (or relevant).
- Strong leadership and team management skills.
- Excellent communication and interpersonal abilities.
- Problem-solving skills with a customer-focused approach.
- Proficiency in service management software and Microsoft Office Suite.
- Manages recurring maintenance $1M
- Ability to manage large, complex projects
- Quotes maintenance and all contract renewals
- Negotiates some renewals without assistance
YOUR ENVIRONMENT AND PHYSICAL REQUIREMENTS:
The physical environment requires the employee to work inside.
While performing the duties of this job, the employee is required to frequently stand, walk, sit; use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; climb stairs; talk or hear; lift (overhead, waist level) from the floor, bending, frequently utilize near vision use for reading and computer use; occasionally move equipment weighing up to 15 pounds, and frequently position self to maintain computers or other equipment as needed.
TRAVEL REQUIREMENTS:
Approx 25% travel. Some overnight will be expected.
DIRECT REPORTS:
Yes
WHO WE ARE
Mobile Communications America, Inc. (MCA) provides wireless communication, data, and security solutions that enhance workplace safety, security, and efficiency nationwide. Customers trust us to provide a portfolio of turn-key systems, products, and services — including two-way radio communications, vehicle uplift, security video and access control systems, BDA/DAS, remote monitoring, GPS tracking, SCADA, dispatch, mass notification, and point-to-point wireless networks. Our more than 60,000 customers span industries such as public safety, commercial, manufacturing, education, healthcare, utilities, and government. In addition to being the largest Motorola partner in the U.S., MCA has strategic partnerships with over 1,000 major manufacturers to offer an extensive portfolio of products and technologies.
WHAT WE BELIEVE
We are better together through the MCA Way: living our core values of Service First, Growth, Teamwork, and Safety. We take our work and customers seriously and believe our best work can be fun. A component of our business that embodies the MCA advantage is our “Service First DNA” culture. Service isn’t just a motto for MCA, it’s an integral part of who we are and goes beyond our customers to our employees, partners, shareholders, and communities.
NOTE: The above statements describe the general nature and level of work performed by the person assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, skills, and physical demands required of personnel so classified. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
Mobile Communications America, Inc. is proud to be an Equal Opportunity workplace and is an Affirmative Action employer. We are committed to creating an inclusive environment that celebrates diversity. At MCA, we are “better together.”
