Director of Service Operations

Description Director of Service Operations-Audio Visual. A position that directly manages Cenero's service operations business including direct management of all service engineers and service managers, manages team to ensure applicable service metrics are satisfied, provides team reports to management, in addition to other duties required by executive management. Provides group leadership to enable diagnose and repair of all types of audiovisual and related systems including hardware and software issues. ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned. Service Performance Metrics Continue to develop target metrics (in conjunction with management) and implement measurement tools with BI to measure individuals Monitor metrics and Manage service engineers' team to achieve KPI assigned targets Manage all Field Service Engineers (FSE), Technical Service Engineers (TSE) and Service Managers Approve Time Sheets and Expenses reports and ensure timely submittals Review staff objectives and provide constructive feedback via regular, periodic reviews Manage Call Center Manage and ensure adequate coverage in the Service Center for all scheduled times Ensure TSE's are properly trained on and using service systems Monitor Call Center activity for quality, response delays, etc. and suggest corrective action Document processes for distribution for existing and future employees Training Coordinate manufacturer training for TSE's and FSE's. Ensure training of TSE's and FSE's on Cenero-specific procedures and products Manage manufacturer and industry certifications for all TSE's and FSE's Effectively Communicate and Document Activities Manage team to ensure Service Tickets, and other CDS forms, are accurate and completed within set standards Communicate Service Team Performance Results to Management Manage Software Development projects for Service Team and oversee the training and rollout Construct and Rollout BI Reports for FSE & TSE team in alignment with KPI's Pull and Manage phone, tablet and email performance data for the team and pulled into KPI's for access for all team members Ensure staff provides professional customer service including rapport building and technical credibility with clients via superior knowledge and service. Service Escalation Resource for Service Sales for all customers pertaining to service/customer communications Clearly communicate complex technical concepts to peers, clients, and management. Maintain staff's technical superiority via continuing education, training, seminars, reading, etc. Other duties as assigned. SUPERVISORY RESPONSIBILITIES Manage day-to-day activities of FSE's, TSE's, and Service Managers in the Service Center. QUALIFICATIONS To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. EDUCATION and/or EXPERIENCE Bachelor's degree (B. S.) from a four-year college or university in an appropriate engineering field; and/or ten+ years related experience and/or training; or equivalent combination of education and experience. Detailed working knowledge of all types of audiovisual and related systems including switchers, projectors, DVD / VCR players, displays, microphones, speakers, etc. Detailed working knowledge of videoconferencing and audioconferencing systems. Working knowledge of AV control systems (particularly those manufactured by Crestron & AMX) Detailed working knowledge of video & acoustic technical principals and basic electrical wiring is required. Requires a detailed working knowledge of audiovisual test and repair equipment. Some Audiovisual installation experience is preferred General Knowledge of Ethernet and H.320, H.323 and SIP protocols General knowledge of TCP/IP networking, switches, routers, firewalls Detailed working knowledge of computers (Windows based) and office softwar Five+ years customer service experience LANGUAGE SKILLS Ability to read, analyze, and interpret the complex documents including product specifications, wiring diagrams, and architectural drawings. Ability to respond effectively to sensitive customer inquiries or complaints. Ability to clearly and unambiguously communicate verbally or in writing. MATHEMATICAL SKILLS Ability to comprehend and apply principles of modern algebra and acoustical equations. REASONING ABILITY Excellent communication skills required. Ability to apply principles of logical or scientific thinking to a wide range of intellectual and practical problems. Ability to deal with nonverbal symbolism (formulas, scientific equations, graphs, musical notes, etc.,) in its most difficult phases. Ability to deal with a variety of abstract and concrete variables. CERTIFICATES, LICENSES, REGISTRATIONS Applicable industry certifications and training are required. Applicable manufacturer training and certification are required PHYSICAL DEMANDS The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to sit; use hands and fingers to operate a computer and telephone keyboard; and talk or hear. The employee is often required to stand, walk, and reach with hands and arms. Heavy lifting is not usually required. WORK ENVIRONMENT The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 5% at client sites / 95% at office. Environment is typical office, server rooms, and NOC centers. LOCATION This position is hybrid. Location is on-site at 1150 Atwater Drive, Malvern, PA 19355. This is a hybrid role requiring 3 days in Malvern, and 2 days remote. BENEFITS AND PERKS : Industry-leading healthcare coverage begins on your first day of employment. Includes medical, dental, vision, and prescription Savings and 401K Investments with company match Health Savings Account (HSA) Flexible Spending Account (FSA) Dependent Care Spending Account (DCA) 100% Company paid Life insurance 100% Company paid Short Term Disability Optional Long Term Disability Paid Time Off awarded at hire On-site gym, weight room, locker room Giving Programs Employee Tuition Reimbursement Opportunities to network and connect Lucrative Employee Referral program Delicious Free coffee Warm Philly soft pretzels every Wednesday in Malvern Cenero provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. DIRECT CANDIDATE ONLY. NO EMPLOYMENT AGENCIES. Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)

Created: 2024-10-19