Regional Managed Systems Operations Manager

Plans, manages, and coordinates all activities of direct and indirect reporting staff to consistently deliver high quality service to Tech Electronics' customers.  Responsibilities include, but are not limited to, assuring the following tasks are completed:  maintaining and repairing assigned communication systems installed by Tech Electronics and/or other service organizations, tracking service contracts, service billing, parts repair tracking, customer service and system inspections.  

RESPONSIBILITES/DUTIES: 

• Manages all service activities of Tech Electronics' assigned communication systems. Responsible for cost, quality, and customer satisfaction of all service activities.
• Oversees the verification of accuracy in the customer service database including, but not limited to, system warranty dates, system maintenance dates, manufacturer software support agreements, system manufacturer and model installed at customer site, service history, customer name, site address and system location; verifies staff reports updates to database to appropriate data entry personnel.
• Develops service repair stock requirements for the St. Louis warehouse and service technician vehicles.
• Oversees Tech Electronics' fulfillment of all service and/or maintenance responsibilities as identified in service contracts.
• Ensures that all monthly, quarterly, semi-annual and annual system inspections are performed within Service Agreement timelines and are properly documented and maintained.
• Responsible for assigning service personnel to routinely check on materials ordered, as well as equipment sent to factory repair facilities to insure a timely response in both situations.
• Oversees all "job handoffs" with the Operations in order to maintain the customer's communication system(s).
• Oversees the resolution of all manufacturers recalls after the system has been installed; minimizes cost to the company and/or customer for repair/replacement of such recalls.
• Provides feedback to each channel, department, System Manager, and/or Office Director on manufacturer discontinued or obsolete parts or systems; continuously reviews and informs Channel and Office Director of customers and systems in need of upgrades.
• Maintains knowledge of each Channel, System Manager and Office Director market strategy assuring that all deliverables of the Service department are in line with the needs of Tech Electronics' customer.
• Responsible for assisting the Channel Director in the annual service budget.
• Responsible for measuring and improving utilization rates of service supervisors, service technicians, inspectors and other assigned staff as defined by the Director of Service; suggests methods to improve operations, processes, efficiency and service to both internal and external customers.
• Establishes and updates service response time and resolution guidelines though continuous feedback from the customer, Channel and System Manager.
  • Assures that all service personnel are aware of such time lines.
  • Develops and maintains measurement systems to assure that response and resolution guidelines are achieved and takes corrective actions as required
• Trains and develops department personnel under the direction of the Director of Service.
  • Outlines the development and implementation of "on the job" and formal manufacturer training programs for all service personnel.
  • Ensures that service personnel are assigned work orders in line with training received to maximize return on investment.
  • Oversees the participation of service personnel in training programs and seminars for required industry or system certifications.
  • Reviews ongoing performance results and identifies needs of employees. Implements coaching or mentoring partnerships as appropriate.
• Assists service sales personnel and other company sales personnel in the following areas:
  • Review and development of new products, systems and services.
  • Conducting job surveys and provides required estimates of field labor and other logistical issues to minimize company's risk.
  • Assist in establishing estimating standards for field labor and expense, supervision and other applicable costs.
  • Feedback to improve our submission scope of work, project objectives and customer responsibilities so that the work to be performed is clear for our field staff and the customer.
• Responsible for building relationships with current and new Electrical Contractors and End User customers to define and continuously improve the deliverables provided by the Service department and solicit sales of new or additional services.
• Maintains an excellent relationship with IBEW Local One and all Illinois IBEW local business agent(s); maintains detailed knowledge of IBEW local one Communications, Wiremen and all Illinois local IBEW work rules; provides input to Tech's IBEW liaison as required in improving relationships with IBEW Local One.
• 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, productivity and continued improvement.

SUPERVISORY DUTIES 

Supervises:

• Service Supervisor (Service)
• Service Supervisor (Inspections)

POSITION QUALIFICATION REQUIREMENTS 

Education:

• Bachelor's degree in Business or appropriate technical field or equivalent industry experience
• Must include formal training in electronics

Experience:

• Ten or more years working in the capacity where the maintenance and repair of electronics are used on a daily basis and/or working in the capacity of a Technician.
• Management experience with hourly personnel and similar supervisory structure; Union personnel supervisor experience a plus.

Current Openings for Regional Managed Systems Operations Manager Jobs at Tech Electronics