Senior Director, Installation & Services

Description

• Manage, coach, lead and be responsible for the Installation and Service (I&S) Department support organization, to understand and implement improvements required on processes and tools / tactics and strategies; and measure ongoing performance and improvement of the organization’s mission and outcome - supporting the “wow” client experience vision.
• Responsible for meeting customer Service Level agreements (SLA) and ensuring that technicians are effectively trained, maintain active awareness of client needs and customer service standards.
• Partners with multiple stakeholders in various departments and regions across Kastle to help identify, recommend, develop, implement, and support cost-effective technology solutions for operational and service support challenges
• Address customer concerns in a timely fashion and escalates to other departmental leaders and General Manager/ SVP as appropriate to champion client satisfaction.
• Establish and manage operational metrics and KPIs to measure operating efficiency, process effectiveness and overall department success to meet client needs in a fiscally responsible manner.
• Ensure compliance with all procedures, license obligations and OSHA safety requirements for service team
• Forecast and budget technician staffing, subcontractors and overtime requirements across the region.
• Responsible for hiring, performance management, and disciplinary action of subordinate staff as well as coaching first-line managers on same.
• Works closely with the Installation, Project Management and Customer Service to successfully transition Kastle clients to full production and provide feedback cycle to improve new client experience
• Lead, mentor/coach and manage a team of leaders and technicians across various experience levels, to optimize customer experience and technician efficiency to maintain Kastle’s managed security solutions. Prioritize dispatch of service technicians based on priority, expertise, location, and availability through our distributed dispatch system.

Requirements

• 8-10+ years of people & project management experience (minimum) required, preferably in a skilled labor environment with dispatched field work and ideally experience in the security technology industry.
• Bachelor’s Degree or relevant industry experience required.
• Ability to meet and maintain various certifications, licenses and/or registrations, in accordance with applicable state laws and as required by the electronic security regulations in the state(s) worked.
• Preferred: Knowledge of & experience with Access Control, Video/CCTV and IP networks.
• Strong leadership skills and the ability to hold self and his/her team accountable for results by establishing clear roles, responsibilities and incentives to succeed.
• Demonstrated proficiency with Microsoft Office suite (especially in Excel), Microsoft Dynamics CRM and MS Field Service Dispatch a plus.
• Demonstrated experience to meet financial objectives by scheduling and managing the install and service activities to operate within service level commitments and established budget. Meet regional commitments to install and service margin and profitability by managing costs and utilization of labor and equipment. Responsible for billing of all time and materials install and service projects.
• Excellent communication and management skills to assess current operations, identify opportunities for improvement, and execute strategy to maintain a world class service organization.
• Experience leading distributed teams and a field workforce with demonstrated success in managing a customer facing service team in a high-pressure work environment

Benefits

Training + Development

Interview process

Visa Sponsorship

Security clearance