- Manage Service Coordinators performing dispatch processes to ensure solid communications to the customer and the assigned service tech and efficient routing
- Assist Service Coordinators to prioritize service dispatches based on severity, customer, SLAs, etc.
- Identify resources to assist in solving technical issues
- Oversee process to close out service tickets based on customer acceptance, hours and parts pushed to the ticket, notes entered, etc
- Identify billable service tickets and process invoices for those tickets
- Engage with Account Managers requesting service for their customers
- Collaborate with warehouse/inventory personnel to stage parts for service jobs and oversee process for technicians to pick up and report use of parts on service tickets
- Assist technicians with issues in the field
- Continuously evaluate training needs and troubleshooting skills of the technicians
- Conduct follow up calls with customers to confirm satisfaction with service provided or resolve any continued issues from the customer
- Report daily, weekly, monthly metrics on field service performance by market and by service technician to management
- High School Diploma, GED, or 2 or more years of applicable experience.
- Bachelors Degree preferred
- 10+ years of service management experience required
- Strong supervisory/management skills
- Experience with Scheduling and Dispatching system for field service operations
- Experience with security and video systems and the servicing of those systems is preferred
- Experience with Excel spreadsheets for data reporting
- Demonstrated ability to accept responsibility and carry out assigned tasks with limited supervision
- Demonstrated self composure, adaptability, persistence, a high tolerance for stress and unquestionable integrity
- Ability to cooperate, being pleasant with others on the job and displaying a good-natured, supportive attitude
- Ability to write and maintain accurate daily records.
- Ability to interface and communicate with customers and co-workers in a clear and professional manner.
- Neat, professional appearance.
- Available to work weeknights, and/or weekends as needed.
Service Manager - Fremont, United States - Kastle Systems
Description
Overview:
Join the leader in providing smarter solutions for a safer world.
The property technology space is growing rapidly, and Kastle Systems is leading the way. 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. Delivering a world class customer experience drives everything we do, and Kastles mission is to be our customers best service provider and to ensure that their security the most effective, efficient and convenient. 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 and finding resources to help solve those issues, technician staff planning, and processing and closing service tickets. At a higher level, the Service Manager will review team metrics to track productivity and performance and develop the technical and service skills of the entire team through various training programs. The Service Manager will be responsible for service operations in the current 3 sub-markets of Los Angeles, San Francisco, and Seattle, and will also help coordinate service within the region that exists outside of those core markets. The position requires excellent organizational skills and the ability to speak directly, solve problems on the fly, and ultimately be 100% customer-focused
Responsibilities: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. Delivering a world class customer experience drives everything we do, and Kastles mission is to be our customers best service provider and to ensure that their security the most effective, efficient and convenient. 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.
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.