Director of Managed Systems

POSITION OVERVIEW: 

Oversees the Managed Systems Department for Tech Electronics' Customer Experience Group. The Managed Systems Department is responsible for all managed systems operations including customer service, building systems support center, managed systems operations center, cloud/Sequre/TaaS delivery, on site technician repair, inspections, remote station monitoring and after hours emergency service.

FUNCTIONS OF THE JOB

• Maintains objectives of the company Vision, Mission and Beliefs in carrying out the following primary responsibilities:
  • Managed Systems Operations:
    • Customer Service- Along with the Customer Experience Manager ensures first class customer service in answering incoming calls quickly; creation of service work orders; effective scheduling of field service technicians and inspectors; assignment of Tech's best resource to the service work order for effective resolution.
    • Building Systems Support Center- Along with the Building Systems Support Manager, develops and implements processes for proactive system monitoring and remote technical support in resolving issues with the customers' building systems; review chargeable time for remote support; develops methods to reduce cost of support for our customers' building system
    • Managed Systems Operations Center- Along with the MSOC Manager, develops and implements processes for proactive system monitoring and remote technical support in resolving issues with the customers' IT systems; review chargeable time for remote support; develops methods to reduce cost of support for our customers' IT system
    • Cloud/Sequre/TaaS- Along with the Cloud/Sequre/TaaS Delivery Manager, develops and implements processes for remote technical support in resolving issues with the customers' Cloud/Sequre/TaaS systems; review chargeable time for remote programming; develops methods to reduce cost of support for our customers' Cloud/Sequre/TaaS systems
    • On site Technician Repair and Inspections- Along with the Managed Systems Operations Manager, develops and implements training requirements for field service technicians and inspectors in order to effectively service our customers' communication systems; develops and implements methods and processes to improve first call completion through effective scheduling, training and truck inventory.
    • After Hours Emergency Service- Along with the Service Operations Manager, develops and implements annual schedule for staffing our after hours service requirements.
    • Remote Station Monitoring- Along with the Customer Experience Manager and Building Systems Support Manager, ensures that our remote station monitoring database is current; ensures that daily, weekly and monthly reports from the monitoring center are reviewed and appropriate action is taken to effectively maintain our customer's building systems.
  • Other value add services
    • Ongoing training of our customers building systems
    • Work with sales directors to develop and implement new services that provide value to our customers in maintaining their building, cloud, and TaaS systems and enhancing our customer's building operations.
  • Responsible for preparation of annual Managed Systems Budget including gross profit, capital expenditures, operating expenses and staffing requirements; ensures business unit adheres to budget throughout the fiscal year.
  • Spends a minimum of 25% of his/her time with the top 20% of Tech's external customers to determine current level of service performance as well as to determine new services that Tech needs to provide our customers. Oversees development and implementation of new service deliveries for our customers to continuously strengthen Tech's relationship with our customers.
  • Responsible for development of employee orientation program for all service personnel in conjunction with human resources; oversees development of employee orientation checklists specific to each job description and assures that all service processes, procedures, and software programs are reviewed with each new employee.
  • Participates in annual company strategic planning sessions; develops and implements annual managed systems objectives in support of annual strategic planning session objectives; ensures company and channel objectives are met; attends quarterly strategic planning update meetings with Tech Electronics management team.
  • Reviews ongoing performance results and identifies needs of department employees. Implements coaching or mentoring partnerships as appropriate.
  • Perform standby manager duties as required.
  • Maintains a favorable working relationship with all employees and managers to promote a cooperative and harmonious working environment in order to facilitate positive employee morale, and productivity.
  • Drives continuous improvement through company defined methodologies.

Secondary Functions

• Accomplishes all tasks as appropriately assigned or requested.

Environmental/Atmospheric Conditions:  In general, the following conditions of the work environment are representative of those that an employee encounters while performing the essential functions of this job

• Normal office environment

SUPERVISORY DUTIES: 

Is responsible for the overall direction, coordination, and evaluation of the business unit.  In accordance with applicable Company policies/procedures and Federal/State laws, may perform the following supervisory responsibilities:  Interviewing, hiring, orienting and training employees; planning, assigning, and directing work; coaching and appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

• Supervises:
• Building System Support Center Manager
• Managed Systems Operations Center Manager
• Cloud/Sequre/TaaS Delivery Manager
• Managed Systems Operations Manager
• Customer Experience Manager

POSITION QUALIFICATION REQUIREMENTS 

The following are the minimum qualifications an individual needs in order to successfully perform the duties and responsibilities of this position.  The requirements listed below are representative of the knowledge, skill, and/or ability required. 

• Education:
• Master's degree in Operations or IT or related field

• Experience:
• Ten years related experience and/or training; or equivalent combination of education and experience.
• 5 years of leadership experience.

The following is highly preferred:

• 6 Sigma Certification
• Agile Certification
• Project Management

Skills/Abilities:

• Ability to function as an effective department leader
• Ability to follow Agile methodologies
• Ability to lead continuous improvement across the department
• Ability to solve practical problems and carry out responsibilities with minimal supervision
• Ability to document and develop business processes in line with the needs of the customer, both internal an external.
• Ability to clearly and concisely present information in one-on-one and small group situations
• Strong customer and results orientation
• Ability to interact effectively at all levels and across diverse cultures
• Ability to adapt as the external environment and organization evolves
• Ability to manage projects effectively
• Ability to functionally comprehend and develop instructional material for a variety of computer applications
• Ability to effectively present information and respond to questions from groups of managers, and employees.
• Ability to communicate complex business concepts and technical information in a simple, non-technical manner.
• Ability to convert abstract concepts into simple language for the purpose of developing action plans.
• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
• Ability to define problems, collect data, establish facts, and draw valid conclusions.
• Ability to interpret an extensive variety of instructions and deal with several abstract and concrete variables; ability to listen to subjective content and provide objective solutions.
• Ability to develop plans of action to meet high-level objectives.

• Travel Required:
• Employee must be capable of providing dependable personal transportation.

Employee is required to travel to Tech offices as needed (20% travel).

Current Openings for Director of Managed Systems Jobs at Tech Electronics