Director of Civil Services - Phoenix, United States - ATG

Description

JOB SUMMARY:
Provides leadership for the Civil Infrastructure Technical Specialists in the assigned Discipline of Focus. Directs and coordinates activities for the Professional Services group and technical staff. Responsible for the overall direction, coordination, and evaluation of projects. Carry out supervisory responsibilities in accordance with the organization's policies and applicable laws. Provides leadership for the Service Sales Executives in the assigned regional office.
Aids sales team members in growing service opportunities and leveraging technical resources to fulfill customer's needs. Develop process and procedures to streamline and coordinate services sales between sales and technical teams. Develop and maintain departmental budget and profit plans. Work with team members, Vice President, and President to prepare annual budget and profit plans.

Aids Vice President and President and other team members in formulating and administering organization policies; by performing the following duties personally or through subordinate managers or with line level management.

Work with Director of Services to help improve process and procedures to streamline and coordinate services sales between sales and technical teams.

ESSENTIAL FUNCTIONS (POST SALES):
Develop Pipeline of Talent to ensure proper coverage.
Utilize the Project Module inside of CRM to track technical specialist utilization and profitability on all projects.
Reviews analyses of activities, costs, operations, and forecast data to determine department progress toward stated goals and objectives. Is directly responsible to Vice President and President for the profitability of the Professional Services Group

Meets regularly with President and Vice President to review achievements and discuss required changes in goals, objectives or personnel resulting from status and conditions.

Ensure coordination of functions around all service engagements to include logistics (books, laptops, training location, travel)

Participates in formulating and administering company policies, directing and coordinating Professional Services department activities and implementing long range goals and objectives to meet departments revenue growth objectives.

Initial service offerings to include, but not limited to:

Production outsourcing (Team Augmentation)
Placement service match qualified individuals with AEC firms.
Temporary on-site project help provide staff to firms to address periodic staffing up swing needs.
Pre- and post-sale consulting to ensure smooth transition in department services.
BIM 360 (Docs, Field, Glue, BIM Design, etc.) Implementation / Expert
Training/Mentoring (in person and virtual)
Meet with Subordinate Managers and Technical Specialist on a weekly basis to review Project Health Criteria; Billables, Utilization and correct any foreseeable or outstanding issues
Oversee key projects, processes, data, and performance reports.

Ensure Project Management for consulting projects to include:
Coordinate time schedules - client and internal.
Project Health - Track Billable Utilization as compared to Billable hourly rate to ensure min $110/hr. is achieved.
Quality control (Project quality and ensure customer is happy)
Monitor all projects for improvement in customer service.
Hold resources accountable for their activities / actions.

Manages your team, including but not limited to:
Manage and monitor daily activities.
Onboard and Mentor staff to do their job better than you
Ensure scheduling of Projects and Time allocated for technical resources as necessary.
Assure Technical Staff stay current on all new releases of software and hardware your department is responsible for
Product Specialist Exam - assure T/E's stay current on all necessary exams and certifications
Maintain exam schedule and keep management informed.

Manage/Coordinate all professional Services:

Ensure all scoping (SOW) and project documents for the service engagement are accurate and complete with proper direction, duration, delivery expectation and price.

Ensure SOW's and other sales documentation to be fully integrated in Microsoft Dynamics CRM
Mentor Technical Staff on how to complete production drawings (Drafting, Modeling, Presentation etc.)

Ensure Technical Staff follows the SOW outlined when doing any production and falls under the specific guides of LOD as indicated.

Ensure all Technical Staff are equipped to fulfill the requirements in SOW to complete Team Augmentation 3D modeling or drafting work.

Mentor Technical Staff to mentor/teach classes.
Monitor classroom activities for improvement.
Courseware and course length decisions
Assure preparation work is done.
Ensure classrooms and Live 360 trainings are ready for class to start. Hardware, Software, Manuals, etc.
Ensure all Team Augmentation service deadlines are met as stated in SOW (statement of work)
Ensure all projects are being delivered on time and with quality deliverables.
At the end of all projects, work with accounting to ensure invoice is completed on all projects.

In coordination with the Technical Specialist, develop a professional development plan to ensure professional growth and proper coverage of all software inside of the AEC collection and BIM360 product line.

Work with Marketing to coordinate schedules, topics of webinars, white papers, Tech Talk Videos, blogs, AU and MU class descriptions, customer success stories, tech bios and any information regarding your departments success.

Provides weekly Project Updates to VP of Professional Services for the current and following week (due Monday's by 9:00am)
Develops, reviews, updates and implements business strategic planning includes sales, financial performance, employee performance and new product development (to be included in quarterly QDP's)

Responsible for assuring annual profit plan is completed for the Professional Services department and submitted to VP of Professional Services by stated completion date each year.

Assist in development of new PSO's (professional service offerings) from repeatable and new opportunities identified on customer calls or technology trends.

Work with the sales team to help deliver the message.
Work with other members of sales and technical management to ensure proper communication and coordination is happening between teams.
Sales support
Provide technical customer solutions (product and service recommendations) for pre/post sales opportunities to help them become more productive.
Aid all salespeople in efforts to help close sales.
Ensure customer support excellence.
Maintain customer communication and develop constant improvement.


ESSENTIAL FUNCTIONS (PRE-SALES):
Ensures that the groups discipline of focus maintains an updated and accurate Sales Pipeline for Service opportunities (know your deals)
Schedule IAR requests with appropriate technical resources best suited for both Pre and Post Sale activity request
Coordinate all pre-sales phone calls to ensure all necessary technical specialists are included. It is the responsibility of the sales rep to work with the customer.
Be a part of the pre-sales service phone calls when resources are not available and new.

Meets weekly with Sales Executive to review progress against targets and to remove any roadblocks that are keeping the Sales Executive from closing a service deal.

Coordinate with Sales Executives all pre-sales efforts pertaining to all service opportunities to include.
Pre-Sales Phone calls
Coordination of Technical Resources
Establish pricing.
Develop SOW (statement of work) proposals for all service opportunities.
Ensure all sales reps are equipped and are on message to pitch the services offerings to customer (sales onboarding)
Meet with target customers to drive service conversations as necessary.
Work with Marketing on creating campaigns to help drive service sales and create inbound leads.
Provides frontline support for all Sales Executives to help resolve issues.
Work with Marketing to develop generic and target marketing campaigns for the region and specific territories.
Work with other members of management to ensure proper communication and coordination is happening between teams.

Work w/ Accounting to ensure all projects completed to be Invoiced to customer and closed out at latest the end of each month.

EDUCATION, EXPERIENCE AND SKILLS:
Bachelor's degree required.
Advanced in Autodesk Products based on discipline of focus MEP, CIVIL, ARCHITECTURE
10+ yrs. in AEC industry experience
Ability to manage a team of 10 or more Technical Specialists
Project Management experience is mandatory.
Ability to develop Technical Specialist ensuring they are equipped to successfully perform their job functions.
Must be able to work in a fast-paced environment with occasional interruptions. Able to be at desk, phone, and computer for long periods of time.
Strong relationship management, problem-solving, organizational and phone skills, customer service, and written/oral communication skills required.
Must have intermediate computer skills and abilities in MS Office programs, Excel, Word and Outlook. Adobe Acrobat, LinkedIn, and web conferencing software such as Zoom.
Must be able to read, write and speak English clearly to collaborate with customers and colleagues. Ability to read and comprehend simple to complex instructions, short accurate correspondence.

Ability to effectively present information Virtually and Live, 1 on 1 and in group situations to customers, clients, and other employees of the organization.

Professional Stamp (PE, RLS, AIA, etc.) is a plus.

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