When you join the Allied Universal® Technology Services, you are joining one of the fastest growing security systems integrators in North America. Build your career within a fast-paced, dynamic, and diverse environment that combines leading-edge technology solutions - electronic access control, video surveillance, alarm monitoring, emergency communications, robotics, drones, and other smart tech innovative solutions - with physical security solutions to safeguard our clients and our communities. We offer an array of opportunities - service technician jobs, installation technician jobs, security installation jobs, engineers, and project manager jobs to name a few. Start your career with us today! We offer medical, dental and vision coverage, life insurance, retirement plan, employee assistance programs, company discounts, perks and more for most full-time positions!Allied Universal® is hiring a Director of Service. The Director of Service is responsible for providing leadership and direction to the service staff and implementing action plans across the defined region. As a leader, you will drive the overall execution and performance of the field service staff, ensure regional goals and objectives are met, and align with the Regional Vice President and National Services Teams in terms of supervising employees to ensure the P&L targets are achieved. The Director of Service is also responsible for ensuring appropriate service growth targets are met, service responses proceed according to plans, contracts, MSA, schedules, and all business objectives are also met. The Director of Service will work in accordance with the organization’s office policies and procedures, keeping in mind the overall core values of Allied Universal Technology Services.RESPONSIBILITIES:
Manage and oversee all regional activities and performance of all service management, customer engagement and retention for all service work
Provides expertise, leadership, accountability, and financial management for service and customers in assigned geographic area or location
Plan, organize, control and is accountable for all service activities
Lead and mentor a team of Service Managers by providing coaching, support and recognition while fostering accountability. Encourage a collaborative and inclusive work environment to promote teamwork, open communication, and professional development
Responds to escalated issues in the field, whether internal or externally sourced. Follows up on customer satisfaction issues and drives resolution; engages additional company resources to resolve customer issues outside of service contract scope
Develop a management process to monitor the runoff of the existing portfolio of services
Build and push strategies to increase attach rates and develop renewal strategies
Monitor and manage the regional Services P&L with direction from the Regional VP and the National Services team
Liaise with Operations, Sales, Contracts and Legal departments for any service-related pricing or turnover developments
Develops manpower schedules and loading to ensure contract compliance and prompt service delivery.
Develop and drive all related services to the portfolio including responsibility for the identification, selection, and development of potentially new and existing accounts such as major end users, with an emphasis on expanding our customer base and service breadth
Manage new and existing service contracts for prevention of service contract slippage or leakage
Conduct Site Visits to ensure QA/QC of all service activities; ensure conformance to client specifications and company requirements.
Serves as safety champion for responsible branch(s). Ensure reports, incidents, workers’ compensation (injury) reports, OSHA logs are funneled to the proper personnel and are up-to-date and complete. Communicate with management directives to field staff and ensure compliance (WFS, Safety, etc.)
Responsible for maintaining effective customer communications along with building solid customer relationships from initial contact through order acquisition, delivery, and service fulfillment
Ensure contractual obligations are fulfilled while quickly resolving customer complaints concerning installation and service issues, thereby minimizing customer concerns, and enhancing customer relations including monitoring all appropriate client and internally facing SLAs and Metrics
QUALIFICATIONS (MUST HAVE):
High school diploma or equivalent
Minimum of eight (8) years of supervisory experience in security service or related protective service field
Current driver’s license if driving a company vehicle, or personal vehicle in the course of conducting business (e.g., client visits, attending networking events)
Ability to travel to job sites up to 50% (overnight travel maybe required for work at remote site projects, meetings, and/or training)
Ability to collaborate across multiple business units and regions to creatively support client's growth and satisfaction
Results-oriented problem-solving skills that meet client and employee needs, while running a profitable business
Proficiency in web-based applications and computer systems, including Microsoft Office and (BI) Business Intelligence tools for metrics analysis, reporting, automation, and presentations
Ability to collaborate across multiple business units and regions to creatively support client's growth and satisfaction
PREFERRED QUALIFICATIONS (NICE TO HAVE):
Associate’s degree in electronics, business, management, engineering, or related field
BENEFITS:
Medical, dental, vision, basic life, AD&D, and disability insurance
Enrollment in our company’s 401 (k) or Supplemental Income Plan, subject to eligibility requirements
Eight paid holidays annually, five sick days, and four personal days
Vacation time offered at an accrual rate of 3.08 hours biweekly. Unused vacation is only paid out where required by law
Allied Universal® is an Equal Opportunity Employer . All qualified applicants will receive consideration for employment without regard to race/ethnicity, age, color, religion, sex, sexual orientation, gender identity, national origin, genetic information, disability, protected veteran status or relationship/association with a protected veteran, or any other basis or characteristic protected by law. For more information: www.aus.comIf you have any questions regarding Equal Employment Opportunity, Affirmative Action, Diversity and Inclusion, have difficulty using the online system and require an alternate method to apply, or require an accommodation at any time during the recruitment and/or employment process, please contact our local Human Resources department. To find an office near you, please visit: www.aus.com/offices .Allied Universal® is an Equal Opportunity Employer . All qualified applicants will receive consideration for employment without regard to race/ethnicity, age, color, religion, sex, sexual orientation, gender identity, national origin, genetic information, disability, protected veteran status or relationship/association with a protected veteran, or any other basis or characteristic protected by law. For more information: www.aus.comIf you have any questions regarding Equal Employment Opportunity, Affirmative Action, Diversity and Inclusion, have difficulty using the online system and require an alternate method to apply, or require an accommodation at any time during the recruitment and/or employment process, please contact our local Human Resources department. To find an office near you, please visit: www.aus.com/offices .Location: United States-Florida-PensacolaJob Category: Management