Security Service Manager

South Western Communications

South Western Communications, SWC, is one trusted source for communication, physical security and life safety solutions to meet the needs of Healthcare, Education, Detention and Commercial customers. We utilize a consultative approach to conduct an in-depth needs analysis, enabling our customers to fulfill their mission critical processes. We continuously research and select only the best-in class product collection. We utilize these products to create an integrated solution with your goals and needs in mind, ensuring satisfaction and flawless integration. At SWC, we strive to exceed your expectations and invest the time and resources into every job because we care about our customers.


Security Service Manager
Primary Role:
The Security Service Manager will be responsible for carrying out the Company’s mission, goals and objectives through their team inclusive of on demand service, service agreements/contracts, software maintenance agreements, and warranty. Additionally primary and follow-up responsibilities regarding the sales and renewals of SMAs and SAs as outlined in Work Instruction WI-30. Work closely with Sales, Operations and Administration to prepare and generate information for effective sales, control/monitoring of contracts, Customer service, Customer Satisfaction initiative and warranty. Ensure Customer satisfaction by representing the Company’s products and services in a clear and positive manner to distributors, dealers, and Customers in accordance with Company policy. Ensure work tickets are promptly closed and paid while maintaining healthy margins.

Responsibilities:
1. Receive and/or oversee service requests generated by Customer’s Operations, Sales, Project administrators, etc.
2. Serve as a backup to our on-call technicians.
3. Supervise/monitor and/or oversee the dispatch/scheduling of team members.
4. Make and/or oversee follow-up calls to ensure we are meeting customer needs, and to determine if additional services are needed.
5. Request and/or oversee parts from the Warehouse or from Purchasing.
6. Track and/or oversee all parts for open service orders.
7. Provide accurate and timely reports to the Regional Manager.
8. Monitors quality of service and installation work performed at Customer site to ensure the highest quality standards and safety.
9. Responsible for ensuring the working conditions and ongoing maintenance of all Service Department vehicles. See KB-4.
10. Customer support – answer questions from Customers, referring calls to technical staff when necessary.
11. Research open service tickets, service contract work/issues and Customer contacts.
12. Track and/or oversee Warranty information.
13. Maintain and/or oversee maintenance of test and inspection files.
14. Actively participate in personal and professional development and maintain knowledge of current and new technologies that the company offers.
15. Fully versed and the ability to train other Service personnel in all Company QMS Work Instructions and processes as outlined in the Training Matrix under Service Technician.

Accountability:
The Security Service Manager will be accountable to the Regional Service Manager. Secondary accountability will be to the Branch Manager and with full coordination with other management, team members and customers of the company.
Qualifications:
The Security Service Manager shall possess excellent management and technical skills. Possess a strong understanding of intercom, access control, and security systems. Also possess excellent verbal, written and interpersonal skills. Strong organizational skills required. Must have the ability to manage multiple tasks simultaneously and adjust to shifting priorities while possessing a strong sense of urgency.

Travel:
Travel to customer sites required.

Additional Skills and Abilities:
1. Excellent written and verbal communication skills.
2. Must be responsible, self-motivated, self-starter, personable and well-organized.
3. Superior customer service skills to deal with both internal and external customers.
4. Ability to manage multiple tasks simultaneously.
5. Strong interpersonal skills: ability to work with diverse groups.
6. Proficiency in the use of personal computers including such programs as MS Word, Excel, and Outlook.
7. Ability to demonstrate planning, organizing, and implementing skills which allow the successful completion of a project by a specific due date.
8. Must be able to effectively handle stressful situations.
9. Must be able to read and effectively interpret general business documentation.
10. Valid and current driver’s license.
11. Ability to develop required training programs and to be the trainer when required.

Physical, Mental and Environmental Requirements:
1. Employee is required to stan