Technician Services Manager

1 month ago

Nicholasville, United States LockNet Full time
Job DescriptionJob Description

Since 1993, LockNet has been a family-owned and operated business passionate about keeping people safe and secure by simplifying and providing door and lock solutions. We have been ranked as one of Kentucky's Best Places to Work for the past 3 years, appreciate our people, and put intentional focus on maintaining a great culture as we continue to grow.

As a Technician Services Manager, you will be overseeing the operations of LockNet's Technician Services Department, consisting of the Technician Liaisons and in-house Technician Support Team. This team plays a crucial role in the organization by ensuring capacity, quality, and cost-effective technician service is available to support our growing Service and Managed Projects divisions.

Essential Duties and Responsibilities

The essential functions include, but are not limited to the following:

  • Lead, manage, and hold accountable the Technician Services team.
  • Manage tactical operations of the Technician Services team to include time keeping, expense reports, SOP's, quality management, internal escalations, and technician product supply.
  • Manage tactical operation of Technician Liaisons to include identifying and setting up new technicians, maintaining the technician database, maintaining technician documents, and other compliance records.
  • Manage technician support and escalations for the Service department.
  • Ensure all legal requirements are met in the process of recruiting, hiring, and onboarding new team members.
  • Evaluate and enhance current operational systems, including technician selection tools, mobile technician application, and technician database to improve quality, support profitability, and ensure cost competitiveness.
  • Work with technicians to ensure timely submission of invoices, pictures, and customer sign off information.
  • Manage education and training for Technician Services team.
  • Other duties as assigned.

Standards of Performance

  • Demonstrate and abide by guiding principles.
  • Facilitate collaboration between field services team and rest of organization.
  • Outstanding problem solving, analytical and negotiation skills and the ability to learn new tasks quickly and work independently in a fast-paced environment.
  • The ability to prioritize tasks and be able to manage several projects and tasks simultaneously.

Minimum Qualifications

  • Bachelor's degree, or equivalent required.
  • Minimum of 5-7 years of senior management experience. Director-level experience preferred.
  • Advanced knowledge in Microsoft Suite.
  • Experience with SQL reporting strongly preferred.
  • Experience with automated purchasing programs and systems.
  • Analytical skills with strong attention to detail.
  • Excellent interpersonal, oral, and written communication skills.

What Sets LockNet Apart as an Employer?

  • Great benefits and perks (options for 100% paid health, vision and life insurance for employee, dental, and other supplemental options, annual profit sharing, paid EAP for whole family, competitive PTO, 401K with employer match, etc.)
  • Autonomy and ability to impact
  • Industry leader and trendsetter
  • High growth with vision
  • Adaptive to change
  • Nimble and fast-paced
  • Technology driven
  • Open to new ideas and everyone has a voice
  • Open and transparent culture
  • Great people with close relationships
  • Low turnover rate
  • Family-oriented business

About LockNet

LockNet is a single-source provider of doors, door hardware, locking systems, keying systems, safe systems, and other related security and locksmithing services. LockNet provides customized programs to fit client's needs, with a single point of contact for New Construction, Facilities Maintenance, Loss Prevention, and Electromechanical Solutions. On the service side, LockNet provides locksmith services to retail, restaurant, healthcare, and banking chains nationwide. With access to well over 8,500 skilled technicians across North America, LockNet can provide service to any location quickly. On the supply side, LockNet offers doors, frames, and hardware to chain accounts. LockNet will work with the corporate office and general contractors to ensure competitive pricing on quality products designed for high-traffic location.


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