TECHNICAL SERVICES MANAGER

With 65 years in business, ECC has established a long history of connecting organizations to better experiences through technology. The reason why ECC has become one of the top systems integrators in the U.S. is our service. With our responsive and effective support, our clients know they have a technology partner they can rely on, and that's why they continue to partner with us.

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 keep help the technology that powers the Midwest up and running. 

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.

 

Primary Responsibilities (Essential Functions):

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The following areas of responsibility represent Key Performance Indicator’s (KPI’s) for which performance will be measured:

1. Financial Management

• 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.

2. Marketing

• Makes joint sales calls with the sales representatives to promote the sale of engineering, implementation, and service agreements to grow the company’s revenues.

• Delivers joint presentations with sales personnel to ensure client’s embracement of project deliverables, and company business policies and processes.

• Maintains direct customer contact to assure customer satisfaction with all technical services customers throughout project lifecycles.

• Promotes the company’s technical services capabilities to the markets served by the company to grow revenues.

• Leads for product or service sales are regularly communicated to the Sales Department.

3. Internal and External Client Support

• 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.

4. Technical Standards

• 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.

5. System Engineering and Drafting

• 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.

6.  Staffing Management

• Interviews and hire personnel, or dismiss personnel, as required to maintain the staff size necessary to fulfill contracted obligation profitability, in conjunction with Human Resources and its department’s policies and procedures.

• Maintains a network of qualified subcontractor technical personnel to fill short-term staffing needs effectively.

7.  Project Management

• 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.

8.  Employee & Performance Development

• 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.

9.  Additional Responsibilities

• 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.

Professional Knowledge, Skills, and Ability 

• Advanced knowledge in the technology industry.
• Must possess managerial, business and financial planning, and technical skills.
• Ability to occasionally travel overnight, within all ECC regions and nationally.
• Computer literacy skills as to effectively use standardized company software programs.
• Aptitude and desire to learn and use new technologies as they are introduced to the company.
• Must be able to work independently and make management decisions within the scope of policies, procedures, and budgets of the Company. 
• Must be solution-focused and results-driven.  
• Customer and employee relation skills will have direct results on the success of this position. 
• Ability to work long hours, including evenings, weekends, holidays as required by the job.

Required Education and/or Work Experience

• Educational and experience background should consist of management, business, and formal technical training or experience.

• Experience managing teams of people. 

• Advanced knowledge and experience in all ECC system installations and repair. 

• Experience installing and troubleshooting Fire Alarm, Audio/Video systems, Nurse Call, Intercom, security and access control systems. Preferred minimum of four years of experience.

• Ability to effectively train others on work standards and processes. 

Certificates, Licenses, Registrations

• AVIXA CTS higher preferred.

Motor Vehicle Requirements

• Valid driver’s license.
• Proof of vehicle insurance (required for those who may drive a personal vehicle for business).

Physical Requirements

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.

• Ability to communicate and interact verbally, both in person and over the phone.

• Repetitive motion. Substantial movements (motions) of the wrists, hands, and/or fingers.

• Ability to travel overnight, up to 20% of the time. 

• Ability to use personal computers, basic scanning devices, smart phones and professional tablets effectively; aptitude to learn new technologies as they are introduced to the company.

• Visual acuity to determine the accuracy, neatness and thoroughness of the work assigned.

• Ability to climb, stoop, bend, kneel, crouch, lift, push and/or pull, frequently. 

• Ability to work long hours, including evenings, weekends, holidays as required.

Why ECC

• Benefits including flexible spending account, health, dental, and vision
• Paid time off
• Paid holidays (8)
• 401K/Profit sharing
• Short term disability
• Training and professional development opportunities
• Dynamic company culture
• Company apparel stores

ECC IS AN EQUAL OPPORTUNITY PROVIDER.