The reason why ECC has become one of the top system integrators in the U.S. is our people. Join our team and help make a difference by creating impactful experiences through technology.
Our team is built around people that make a difference, creating solutions that make an impact. From football stadiums, to hospitals, to schools and banks, you'll help manage technology system projects that power the Midwest.
The Technical Services Manager ensures that the day-to-day activities of the Operations, Service, Engineering and Drafting staff provide services and customer support which result in high levels of productivity of individuals. The Technical Services Manager develops, executes, monitors, and evaluates the Company’s Technical Services support and integration programs as to ensure a premier client experience.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The following areas of responsibility represent Key Results Areas (KRA’s) for which performance may be measured:
Manages the overall department(s) profits to equal or exceed budget.
Manage the planning and scheduling of projects to provide an adequate workload to keep all staff working at the established chargeability target.
Manages the planning and scheduling of support services to provide an adequate workload to keep all staff working at the established chargeability target.
Provides annual, end-of-year financial and operational performance analysis to the Regional Manager and VP of Professional Services, and projections for the upcoming year in areas including but not limited to staffing needs, training expenses, fixed assets.
Manages staffing hours as to ensure appropriate staffing levels and appropriate management of overtime.
Provides clients timely proposals for system upgrades, additions, technical solutions and integrations with new and existing systems.
Provides clients with monitoring, inspection and support agreement proposals.
Develops company’s overall Technical Support strategy for client applications, and future products.
Oversees the Client Support department to ensure a premier client experience while engaging in support services.
Provides training for the technical staff to develop and maintain the skills required providing the highest level of integration support for products that the company promotes.
Ensures consistent adherence to company established technical service standards, thereby insuring the highest level of customer satisfaction.
Communicates regularly with sales representatives and other technical department heads on proposed systems to maintain proper engineering and compatibility standards.
Resolves customer problems or complaints relating to installations and service are promptly addressed and documented as per company policies and/or guidelines.
Provides proper tools, materials and test equipment to maintain the highest technical quality possible within the constraints of strong financial management.
Maintains accurate supplies and materials inventory levels to ensure adequate availability for support services.
Prepares timely implementation cost estimates and ensure actual costs incurred fall within defined margin of variance.
Oversee Central Station monitoring accounts.
Design services are provided to customers at company established rates in a timely manner with a high degree of quality and follow ECC Standards. Services are to include system descriptions, equipment selection and research, CAD drawings, custom product design and system integration. Manage the planning and scheduling of projects to provide an adequate workload to keep all staff working at the established chargeability target.
All information and assistance provided to installation technicians is performed in a timely manner with a high degree of accuracy and follow the ECC Standards. This information and assistance include all necessary drawings and details to insure efficient and profitable project installations, and assistance with systems checkout and training requirements. Manage staffing hours as to ensure appropriate staffing levels and appropriate management of overtime.
Products recommended consistently meet the application requirement and are compatible with other products within the system design.
Detailed project plans and specifications, sufficient to submit for competitive bids, are prepared consistent with the architectural, construction, general contractor, or consultant requirements of the project(s).
Drawings and submittals are regularly reviewed for accuracy, detail, and quality.
Review project contractual documents and ensure consultation with sales representative, technician and customer occurs prior to processing as to ensure that department can deliver the system’s functionality objectives, completion timelines and budgets.
Ensure that Project Managers and/or Lead Technicians are assigned and overall scheduling of projects, resources and personnel is made to meet department quality, service and profit objectives.
Conduct regular project reviews with Sales representative(s) and Lead Technicians to determine projects’ status, costs in relation to budgets, review technical issues, and coordinate any timeline changes, change orders or technical issues.
Ensure that actual costs of completed projects do not exceed 110% of their budgeted amount.
Prepare, execute and submit substantial completion documents, as well as any documents necessary to invoice and close completed projects to the Finance department within the company’s policies and procedures.
Develops clearly defined and communicated department and individual goals in support of the operational business plan and company goals that are specific, measurable, realistic and time-oriented; track, monitor and validate as per company-defined policy and procedure.
Develops annual staff training and development plans to include required trainings and/or certifications for assigned staff; ensures proper documentation and record maintenance thereof.
Provides regular and feedback in real-time and guidance to assist assigned team members in meeting and exceeding their position’s performance standards.
Provides objective performance assessments as prescribed by Human Resources.
Takes immediate action to address performance and/or behavioral issues; collaborates with Human Resources in the execution of corrective action measures and dismissals.
Reinforces and rewards desired behaviors conducive to the Company’s desired culture.
Cultivates positive working relationships within and across departments.
Engages in behaviors that foster a healthy work environment and company culture.
Presents self in a professional manner and appropriately represents the Company image.
Models, adheres to and hold assigned staff accountable to company-issued policies, procedures, core values, behavioral or other standards as prescribed by the Company.
Promote and maintain a safe work environment and adhere to all Company and OSHA required safety standards.
Provide oversight of company vehicle maintenance, ensures all fleet vehicles are kept up to date with oil changes, repairs, etc.
Provide oversight of building maintenance.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Such requests should be made in writing to the position’s supervisor and/or Human Resources. All requests shall require review by the Human Resources department.