Service Manager
3 weeks ago
Join the leader in providing smarter solutions for a safer world.
Kastle Systems is the leader in managed security, with a track record of introducing innovative technologies to serve over 460M square feet of real estate globally. Clients span the commercial and multifamily real estate, education, and construction industries and the customers they serve. With delivering a world class customer experience driving everything we do, Kastles mission is to be our customers best service provider and to make their security the most effective, efficient, and convenient it can be. Kastle's integrated security solution, including access control, video, and remote video monitoring, significantly reduces costs and improves the critically important 24x7 performance for building owners, developers, and tenants.
The Service Manager leads all activities for coordinating, scheduling, and delivering quality service to Kastles customers. Daily functions will include managing the dispatch process, reviewing service schedules, resolving field issues, finding resources to solve those issues, technician staff planning, and processing service tickets. At a higher level, the Service Manager will review team metrics to track productivity and performance and will be responsible for training, evaluating, and coaching those technicians within the department. This individual interacts directly with the client, client representatives, other contractors, and Kastle personnel to ensure a successful service and resolution.
Responsibilities
Responsible for prompt resolution of service calls and related follow-up paperwork. Responsible for meeting customer service Level agreements and ensuring that service calls are completed in a timely basis. Communicates with other departments and management to report results, findings, and identify improvements in service delivery and processes. Tracks and measures workload, and manages work schedules and on-call shifts to ensure proper coverage. Develops requirements; and generates and reviews reports and other tools to help identify and measure recurring issues, department productivity, response times, and workloads. Collaborates with warehouse and inventory personnel to stage parts for service jobs and oversees process for technicians to pick up and report use of parts on service tickets. Responsible for complying with safety requirements as outlined in client's contract, internal safety policy, state, and federal regulations. Accomplishes department objectives by managing staff and planning and evaluating department activities. Maintains staff by recruiting, selecting, orienting, and training employees. Performs management functions such as performance reviews and peformance management. Develops personal growth opportunities.
Qualifications
Knowledge of and experience with Access Control, Security and Video/CCTV systems, including networking. Strong supervisory/management skills. Experience with Excel spreadsheets for data reporting. Ability to teach and lead others. Experience with scheduling and dispatching systems for field service operation. Ability to cooperate, be pleasant with others on the job, and display a good-natured, supportive attitude. Ability to interface and communicate with customers and co-workers in a clear and professional manner. Demonstrated ability to accept responsibility and carry out assigned tasks with limited supervision. Self-motivated and excellent attention to detail. Must be available to work weeknights and weekends as needed.
Equal Opportunity Statement
At Kastle, we believe that diversity makes us stronger - at work and in the world. Kastle Systems International, LLC is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, protected veteran status, marital status, pregnancy or any other basis protected by applicable federal or state laws.
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