Service Operations Manager

4 days ago

Minneapolis, Minnesota, United States Paladin Technologies , Inc. Full time
Job Summary

We are seeking a highly skilled Service Operations Manager to join our team at Paladin Technologies, Inc. This is a key leadership role that requires a strong background in technical customer service, service operations, and team management.

Key Responsibilities
  • Oversee service technicians and manage service work orders within designated regions.
  • Ensure customer satisfaction by resolving issues promptly and providing excellent customer service.
  • Collaborate with CSR and CSA teams to monitor, update, and resolve calls.
  • Generate reports on metrics related to call handling, call volume, SLA resolution times, and other specified metrics.
  • Partner with local leaders to formulate departmental goals, policies, and procedures.
  • Uphold and elevate performance standards for all local PTI accounts.
  • Accountable for overall site safety and the promotion of safety programs.
  • Demonstrate and coach behaviors that ensure quality customer service.
Requirements
  • High school diploma or equivalent.
  • Minimum 2 years of experience in a technical customer service environment.
  • Minimum 2 years of experience demonstrated in the security systems industry.
  • Valid Driver's License with acceptable record.
  • Ability to pass pre-employment and customer-required background checks and drug screens.
Preferred Qualifications
  • Associates degree (2 year) in a technical capacity.
  • 2 years of experience in service operations.
  • Knowledgeable of current State and Federal labor law and Union contract compliance.
Professional Competencies
  • Excellent time-management and organizational skills.
  • Ability to solve problems and collaborate with additional resources for resolutions.
  • Ability to organize workload for effective implementation, including the ability to multitask while under deadlines or time constraints.
  • Excellent interpersonal skills including customer service skills.
  • Ability to write simple correspondence and present information in one-on-one and small group situations.
  • Ability to interact effectively at all levels and across diverse cultures.
  • Ability to function as an effective team member.
  • Strong analytical and technical problem-solving skills.
  • Adapt to changes in the work environment, manage competing demands and able to deal with frequent change, delays or unexpected events.
Physical Demands

In general, the following physical demands are representative of those that must be met by an employee to successfully perform the essential functions of this job.

  • Must be able to effectively communicate, (i.e. see, hear, speak and write clearly) in order to communicate with employees and/or other customers.
  • Manual dexterity required for occasional reaching and lifting of small objects, and operating office equipment.
Working 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.

  • The office is clean, orderly, properly lighted and ventilated.
  • Noise levels are considered low to moderate.
  • Some local travel may be required.
  • Site work job conditions are similar to typical construction projects.
  • Work at required heights utilizing ladders, scaffolding, lifts, or other.
  • Work in confined spaces as necessary.

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