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Service Operations Manager

2 months ago

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

Job Summary:

We are seeking a highly skilled and experienced Service Operations Manager to join our team at Paladin Technologies, Inc. As a key member of our operations team, you will be responsible for overseeing service technicians and managing service work orders within your designated region.

Key Responsibilities:

  • Customer Satisfaction: Ensure customer satisfaction regardless of staff or environmental situations.
  • Escalation Point: Serve as the primary point of escalation for all local customer needs, encompassing assistance with billing concerns, PTI customer service issues, and any other customer inquiries.
  • Call Resolution: Conduct weekly reviews of all calls to ensure prompt resolution and provide appropriate updates to customers. Collaborate with CSR and CSA teams to monitor, update, and resolve calls.
  • Reporting and Auditing: Create or prepare all required reports and audits as mandated by customers. Generate reports as directed by PTI leadership, outlining metrics related to call handling, call volume, SLA resolution times, and other specified metrics.
  • Departmental Goals: Partner with local leaders in formulating departmental goals, policies, and procedures.
  • Performance Standards: Uphold and elevate performance standards for all local PTI accounts.
  • Site Safety: Accountable for overall site safety and the promotion of safety programs.
  • Quality Customer Service: Demonstrate and coach behaviors that ensure quality customer service.

General Accountabilities:

  • Asset Protection: Maintain and protect assigned Company assets.
  • Professional Representation: Represent Company in a business-like professional manner in both conduct and appearance, to maximize client satisfaction.
  • Compliance: Work in compliance with the Company's policies and procedures including safety manual with self and others in mind at all times.
  • Teamwork: Work proactively and in a positive manner with co-workers.
  • Communication: Communicate effectively and timely to resolve Company, Client, or other inquiries and/or requests.
  • Availability: Available to work outside of, or in addition to, normal business hours.

Supervisory Duties:

In accordance with applicable Company policies/procedures and Federal/State laws, is responsible for the following supervisory responsibilities: approve timesheets and time off; planning, assigning, and directing work; coaching and appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

Requirements:

  • Education: High school diploma, or equivalent.
  • Experience: Minimum 2 years of experience in a technical customer service environment and minimum 2 years of experience demonstrated in the security systems industry.
  • Driver's License: Valid Driver's License with acceptable record.
  • Background Checks: Ability to pass pre-employment and customer-required background checks and drug screens.

Preferred Qualifications:

  • Education: Associates degree (2 year) in a technical capacity.
  • Experience: 2 years of experience in service operations.
  • Knowledge: Knowledgeable of current State and Federal labor law and Union contract compliance.

Professional Competencies:

  • Time Management: Excellent time-management and organizational skills.
  • Problem-Solving: Ability to solve problems and collaborate with additional resources for resolutions.
  • Workload Management: Ability to organize workload for effective implementation, including the ability to multitask while under deadlines or time constraints.
  • Interpersonal Skills: Excellent interpersonal skills including customer service skills.
  • Communication: Ability to write simple correspondence and present information in one-on-one and small group situations.
  • Cultural Competence: Ability to interact effectively at all levels and across diverse cultures.
  • Teamwork: Ability to function as an effective team member.
  • Analytical Skills: Strong analytical and technical problem-solving skills.
  • Adaptability: Adapt to changes in the work environment, manage competing demands and able to deal with frequent change, delays or unexpected events.

Physical Demands:

  • Communication: 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:

  • Office Environment: The office is clean, orderly, properly lighted and ventilated. Noise levels are considered low to moderate.
  • Travel: Some local travel may be required.
  • Site Work: 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.

Reviews:

The purpose is to evaluate the overall performance of meeting position responsibilities/duties and goals and will be held at least annually.

Benefits:

Colleagues and their families are covered by medical, dental, vision, company provided basic life insurance and AD&D and short-term disability, telemedicine & virtual counseling. Voluntary insurances offered include life insurance and AD&D, short-term disability (buy-up option), long-term disability, accident, critical illness, and hospital indemnity insurance, and HSA & FSA accounts. Colleagues may also enroll in the company's 401(k) plan. Colleagues will also receive PTO (paid time off), sick leave, and 7 paid holidays.

Pay:

$75-90,000 Annually DOE