What are the responsibilities and job description for the Director of Service Management position at South Western Communications?
South Western Communications
South Western Communications, SWC, is one trusted source for communication, physical security and life safety solutions to meet the needs of Healthcare, Education, Detention and Commercial customers. We utilize a consultative approach to conduct an in-depth needs analysis, enabling our customers to fulfill their mission critical processes. We continuously research and select only the best-in class product collection. We utilize these products to create an integrated solution with your goals and needs in mind, ensuring satisfaction and flawless integration. At SWC, we strive to exceed your expectations and invest the time and resources into every job because we care about our customers.
Title: Director of Service Management
Reports to: VP Operations
Class: Full-Time, Salaried, Exempt, Full Benefit Package
Primary Role: The Director of Service Management will be responsible for carrying out SWC’s mission, goals, and objectives through the various Service Departments, inclusive of on-demand service, service agreements/contracts, software maintenance agreements, small project/box sale management, and warranty. Work closely with Sales, Operations, and Administration to prepare and generate information for effective sales, control/monitoring of contracts, Customer service, customer Satisfaction initiative, and warranty. Ensure customer satisfaction by representing SWC products and services clearly and positively to distributors, dealers, and customers in accordance with company policy.
Responsibilities:1. Strategic Service Operations Management:
a. Develop and implement corporate-level service strategies to deliver high-quality service across all branches.
b. Align service operations with the company’s goals and objectives to enhance customer satisfaction and retention.
2. Team Leadership and Development:
a. Oversee and provide leadership to local service managers and technicians across multiple branches.
b. Recruit, train, mentor, and evaluate service staff to ensure top-level performance.
c. Foster a culture of teamwork, accountability, and continuous improvement.
3. Performance Monitoring and Optimization:
a. Establish baseline and track service performance KPIs (response times, repair quality, customer satisfaction scores, etc.) using Smartsheet dashboards.
b. Identify process inefficiencies and implement corrective actions for operational excellence.
4. Customer Experience Enhancement:
a. Lead efforts to improve customer service experience through proactive issue resolution and timely service delivery.
b. Gather and analyze customer feedback to identify areas for improvement.
5. Standardization of Service Procedures:
a. Develop and enforce standard operating procedures for service activities across branches.
b. Ensure consistency in service quality and adherence to corporate standards.
c. Develop standardization of quotations originating in the service department.
d. Develop standardization for the evaluation of warranty tickets and their validity.
6. Budget and Resource Management:
a. Manage the service department’s budget, including cost control and resource allocation.
b. Ensure efficient utilization of tools, spare parts, and technology to support service functions.
7. Compliance and Safety:
a. Ensure all service activities adhere to industry regulations, company policies, and safety protocols.
b. Stay up to date with compliance standards and implement necessary updates across branches.
8. Technology Integration:
a. Evaluate and adopt service management technologies, software, and tools to enhance operational efficiency.
b. Drive the adoption of remote diagnostics, AI tools, and digital customer engagement platforms.
9. Cross-functional Collaboration:
a. Work closely with sales, product development, and supply chain teams to improve service delivery.
b. Provide insights from service operations to inform product design and manufacturing improvements.
10. Reporting and Analysis:
The Director of Service Management will be accountable to the VP of Operations. Secondary accountability will be given to the regional managers and will be done with full coordination with other management, team members, and customers of the company.
Qualifications:
The Director of Service Management shall possess excellent management, technical, and sales skills. A minimum of a two-year degree in Electrical Engineering Technology (EET) EET or related field experience plus a background in sales and or sales training is required. Possess a strong understanding of intercom, nurse call, fire alarm, access control, and security systems. Must also possess excellent verbal, written, and interpersonal skills. Strong project management, sales, and organizational skills are required. Must be able to manage multiple tasks simultaneously and adjust to shifting priorities while possessing a strong sense of urgency.
Travel: Some travel required.
Additional Skills and Abilities:
1. Excellent written and verbal communication skills.
2. Must be responsible, self-motivated, self-starter, personable and well-organized.
3. Superior customer service skills for internal and external customers.
4. Ability to manage multiple tasks simultaneously.
5. Strong interpersonal skills; ability to work with diverse groups.
6. Proficiency in using personal computers, including programs like MS Word, Excel, Access, PowerPoint, and Outlook.
7. Ability to demonstrate planning, organizing, and implementing skills that allow the successful completion of a project by a specific due date.
8. Must be able to handle stressful situations effectively.
9. Must be able to read and effectively interpret general business documentation.
10. Valid and current driver’s license.
11. Ability to develop required training programs and to be the trainer when required.
Physical, Mental, and Environmental Requirements:
1. Employees are required to stand, walk, climb, sit, and use hands and fingers.
2. Some light lifting of objects is required.
3. Reaching, grasping, and carrying activities are also required.
4. The noise level in the work environment is usually moderate.
5. Although most work is performed inside, occasional outside activities are subject to seasonal temperature fluctuations.
Management has the right to revise this description at any time. The job description is not a contract for employment, and either you or the employer may terminate employment at any time, for any reason as outlined in the employee manual or other written agreement.
EEO m/f/dv
Management has the right to revise this description at any time. The job description is not a contract for employment, and either you or the employer may terminate employment at any time, for any reason as outlined in the employee manual or other written agreement.
EEO m/f/d/v
South Western Communications, SWC, is one trusted source for communication, physical security and life safety solutions to meet the needs of Healthcare, Education, Detention and Commercial customers. We utilize a consultative approach to conduct an in-depth needs analysis, enabling our customers to fulfill their mission critical processes. We continuously research and select only the best-in class product collection. We utilize these products to create an integrated solution with your goals and needs in mind, ensuring satisfaction and flawless integration. At SWC, we strive to exceed your expectations and invest the time and resources into every job because we care about our customers.
Title: Director of Service Management
Reports to: VP Operations
Class: Full-Time, Salaried, Exempt, Full Benefit Package
Primary Role: The Director of Service Management will be responsible for carrying out SWC’s mission, goals, and objectives through the various Service Departments, inclusive of on-demand service, service agreements/contracts, software maintenance agreements, small project/box sale management, and warranty. Work closely with Sales, Operations, and Administration to prepare and generate information for effective sales, control/monitoring of contracts, Customer service, customer Satisfaction initiative, and warranty. Ensure customer satisfaction by representing SWC products and services clearly and positively to distributors, dealers, and customers in accordance with company policy.
Responsibilities:1. Strategic Service Operations Management:
a. Develop and implement corporate-level service strategies to deliver high-quality service across all branches.
b. Align service operations with the company’s goals and objectives to enhance customer satisfaction and retention.
2. Team Leadership and Development:
a. Oversee and provide leadership to local service managers and technicians across multiple branches.
b. Recruit, train, mentor, and evaluate service staff to ensure top-level performance.
c. Foster a culture of teamwork, accountability, and continuous improvement.
3. Performance Monitoring and Optimization:
a. Establish baseline and track service performance KPIs (response times, repair quality, customer satisfaction scores, etc.) using Smartsheet dashboards.
b. Identify process inefficiencies and implement corrective actions for operational excellence.
4. Customer Experience Enhancement:
a. Lead efforts to improve customer service experience through proactive issue resolution and timely service delivery.
b. Gather and analyze customer feedback to identify areas for improvement.
5. Standardization of Service Procedures:
a. Develop and enforce standard operating procedures for service activities across branches.
b. Ensure consistency in service quality and adherence to corporate standards.
c. Develop standardization of quotations originating in the service department.
d. Develop standardization for the evaluation of warranty tickets and their validity.
6. Budget and Resource Management:
a. Manage the service department’s budget, including cost control and resource allocation.
b. Ensure efficient utilization of tools, spare parts, and technology to support service functions.
7. Compliance and Safety:
a. Ensure all service activities adhere to industry regulations, company policies, and safety protocols.
b. Stay up to date with compliance standards and implement necessary updates across branches.
8. Technology Integration:
a. Evaluate and adopt service management technologies, software, and tools to enhance operational efficiency.
b. Drive the adoption of remote diagnostics, AI tools, and digital customer engagement platforms.
9. Cross-functional Collaboration:
a. Work closely with sales, product development, and supply chain teams to improve service delivery.
b. Provide insights from service operations to inform product design and manufacturing improvements.
10. Reporting and Analysis:
- Prepare regular reports for senior management on service department performance, challenges, and achievements.
- Utilize data analytics to forecast service demand and drive decision-making.
The Director of Service Management will be accountable to the VP of Operations. Secondary accountability will be given to the regional managers and will be done with full coordination with other management, team members, and customers of the company.
Qualifications:
The Director of Service Management shall possess excellent management, technical, and sales skills. A minimum of a two-year degree in Electrical Engineering Technology (EET) EET or related field experience plus a background in sales and or sales training is required. Possess a strong understanding of intercom, nurse call, fire alarm, access control, and security systems. Must also possess excellent verbal, written, and interpersonal skills. Strong project management, sales, and organizational skills are required. Must be able to manage multiple tasks simultaneously and adjust to shifting priorities while possessing a strong sense of urgency.
Travel: Some travel required.
Additional Skills and Abilities:
1. Excellent written and verbal communication skills.
2. Must be responsible, self-motivated, self-starter, personable and well-organized.
3. Superior customer service skills for internal and external customers.
4. Ability to manage multiple tasks simultaneously.
5. Strong interpersonal skills; ability to work with diverse groups.
6. Proficiency in using personal computers, including programs like MS Word, Excel, Access, PowerPoint, and Outlook.
7. Ability to demonstrate planning, organizing, and implementing skills that allow the successful completion of a project by a specific due date.
8. Must be able to handle stressful situations effectively.
9. Must be able to read and effectively interpret general business documentation.
10. Valid and current driver’s license.
11. Ability to develop required training programs and to be the trainer when required.
Physical, Mental, and Environmental Requirements:
1. Employees are required to stand, walk, climb, sit, and use hands and fingers.
2. Some light lifting of objects is required.
3. Reaching, grasping, and carrying activities are also required.
4. The noise level in the work environment is usually moderate.
5. Although most work is performed inside, occasional outside activities are subject to seasonal temperature fluctuations.
Management has the right to revise this description at any time. The job description is not a contract for employment, and either you or the employer may terminate employment at any time, for any reason as outlined in the employee manual or other written agreement.
EEO m/f/dv
Management has the right to revise this description at any time. The job description is not a contract for employment, and either you or the employer may terminate employment at any time, for any reason as outlined in the employee manual or other written agreement.
EEO m/f/d/v
