Technical Services Manager

ECC is looking for a Technical Service Manager to take on the challenge of ensuring all customer deadlines are met with a high level of technical standards. This role involves managing multiple priorities in a fast-paced environment and provides a mixture of customer service, employee development, technical knowledge, and problem-solving to meet the needs of ECC’s clients and staff. With an opportunity to have a significant impact on a growing territory, responsibilities include :

• Leading performance of profit and people for technical teams in the central region
• Planning and scheduling projects and staff to support client requirements
• Managing key performance financial and operational metrics to meet profitability
• Supporting sales and clients with customized support plans and agreements
• Aligning processes and standards with other leaders and ECC territories
• Creating and adhering to technical standards to ensure teams are trained properly
• Overseeing project and technical management to meet on-time, on-budget, and per specification customer requirements
• Developing employees to meet job standards and performance expectations
• Communicating and working with both technical and non-technical staff and customers

Primary Responsibilities (Essential Functions) :

Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. The following areas of responsibility represent Key Results Areas (KRA’s) for which performance will be measured :

Financial Management

Manage the overall department(s) profits to equal or exceed budget.

Plan and schedule projects to provide adequate workload and maintain established chargeability target.

Provide financial and operational performance analysis and projections to relevant managers.

Manage staffing hours to ensure appropriate staffing levels.

Offer timely proposals for system upgrades and technical solutions to clients.

Provide monitoring, inspection, and support agreement proposals.

Marketing

Conduct joint sales calls to promote engineering, implementation, and service agreements.

Deliver presentations to ensure client embracement of project deliverables and company processes.

Maintain direct customer contact for satisfaction throughout project lifecycles.

Promote technical services capabilities to grow revenues.

Communicate sales leads to the Sales Department.

Internal and External Client Support

Develop overall Technical Support strategy for client applications and future products.

Ensure premier client experience through the Client Support department.

Technical Standards

Train technical staff to provide highest level of integration support.

Ensure adherence to technical service standards for customer satisfaction.

Communicate with sales and technical departments on proposed systems.

Address and document complaints as per company policies.

Provide necessary tools and equipment while managing finances.

Maintain accurate inventory levels for support services.

Prepare cost estimates and ensure minimal variance.

Oversee Central Station monitoring accounts.

Staffing Management

Interview and hire personnel to maintain staff size for profitability.

Maintain a network of subcontractor technical personnel.

Project Management

Review contractual documents and conduct consultations to ensure objectives are met.

Assign Project Managers and maintain project scheduling.

Conduct project reviews and manage costs in relation to budgets.

Ensure actual project costs do not exceed 110% of budget.

Prepare necessary documents for project completion and invoicing.

Employee Development

Develop department and individual goals in alignment with business plan.

Create staff training and development plans with necessary certifications.

Implement onboarding plans with Human Resources.

Performance Management

Provide real-time feedback and guidance to team members.

Conduct objective performance assessments with Human Resources.

Address performance issues and reinforce desired behaviors.

Additional Responsibilities

Cultivate positive inter-departmental relationships.

Foster a healthy work environment and represent the company professionally.

Ensure adherence to company policies and safety standards.

Oversee company vehicle and building maintenance.

Professional Knowledge, Skills, and Ability :

Advanced knowledge in the technology industry.

Managerial, business, financial planning, and technical skills.

Computer literacy for company software programs.

Ability to learn and use new technologies.

Independent work capability within policies, procedures, and budgets.

Solution-focused and results-driven.

Excellent customer and employee relation skills.

Willingness to work long hours and travel occasionally.

Required Education and / or Work Experience :

Management, business, and formal technical training or experience.

Experience managing teams and knowledge of system installations and repair.

Experience with Fire Alarm, Audio / Video systems, Nurse Call, Intercom, security, and access control.

Ability to train others on work standards and processes.

Certificates, Licenses, Registrations :

Preferably AVIXA CTS; obtain within one year.

NICET Level II or higher preferred; obtain within one year.

Valid driver’s license and vehicle insurance.

Physical Requirements :

Reasonable accommodations may be made for individuals with disabilities. Requests should be submitted in writing to the supervisor or Human Resources.

Ability to communicate verbally in person and over the phone.

Perform repetitive motions with wrists, hands, and fingers.

Exert up to 100 pounds of force occasionally.

Travel up to 20% of the time within company regions and nationally.

Utilize computers, scanners, smartphones, and tablets; willingness to learn new technologies.

Perform physical activities such as climbing, stooping, and operating power tools.

Work with potential hazards and in various physical conditions.

Job Type : Full-time

Pay : $95K+ per year

Benefits :

401(k)

401(k) matching

Dental insurance

Employee assistance program

Employee discount

Flexible spending account

Health insurance

Life insurance

Paid time off

Retirement plan

Vision insurance

Schedule :

8 hour shift

Day shift

Monday to Friday

Work Location : In person