JOB DESCRIPTION Manager, Customer Service: NE Region. INSTRUCTIONS Please fill out the questionnaire as carefully and thoroughly as possible.

Transcription

1 JOB DESCRIPTION Manager, Customer Service: NE Region INSTRUCTIONS Please fill out the questionnaire as carefully and thoroughly as possible. IDENTIFYING DATA Current Job Title: Regional Manager, Customer Service Department Name: NE Region: Service and Maintenance Questionnaire approved by (Name/Title): Tom Burdette: Sr. Vice President and COO Position reports to: Tom Burdette RESULTS EPECTED In one to two sentences, answer the question: What is the end result of this job? Concentrate on why the job exists, not what it does. This position is responsible for managing all inventory, capital assets and personnel to ensure customer satisfaction while maintaining profitability. This includes managing field technicians, vendor relationships and administrative staff, as well as subcontractors to ensure best practices. End Result: Develop strong client relationships to grow revenue and profitability to meet targets as follow: 10% annual compounded growth in sales from 2015 target of $2,250,000 to $3,000,000 by FY ending 2018 Achieve EBITDA target of 15% for FY 2015 and improve profitability to achieve 20% by FY 2017 ongoing ESSENTIAL FUNCTION % OF TIME SPENT Management 50% This function includes, but is not limited to: Employees provide technical support, staffing, training, assigning/scheduling, coaching, counseling, and disciplining of employees; effectively communicating job expectations; planning, monitoring, appraising and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures, including employee safety practices. Also includes regular visits to remote service locations in the NE region to ensure effective group performance and build customer relationships. Vendor relationships identifying and managing service partners, subcontractors and /or vendors to meet customer needs in the NE Region. Provide technical support, training, contract negotiation support, etc. as required. Customer Satisfaction 30% This function requires customer communication and reporting, determining strategic service plans, developing and authorizing quotes for repairs and service, visiting customer sites to ensure needs are met and quality of work is acceptable. Responsible for handling all customer issues that are not resolved by normal protocol. Fiscal 15%

2 Regularly analyzing billable hours vs. employee payroll hours to determine overall productivity and employee utilization. Creating and distributing a master schedule for customer service activities. Analyze opportunities for cost savings, efficiency and better organization. Work with sales team to identify potential service opportunities in the region and collaborate with Sales to meet the financial goals for the NE region. Managing inventory to meet turns objectives. Product Improvement 5% Provide structured feedback to engineering to improve the product. Regular feedback of field failures including recommendations to improve reliability/maintainability, reduce service costs and lower end-user cost of ownership. DESIRED QUALITIES The following are attributes which are important to this job and are considered qualities of the ideal candidate for the position: Technical (Ideal candidate would possess the following technical skills) Demonstrated performance as an Electrical or Mechanical Engineer Ability to read and interpret blue-prints Knowledge of electrical schematics Logic/Controls background Well-developed analytical skills. Lean Manufacturing techniques, Kaizen, and Continuous Improvement Operational knowledge of a variety of machines, including but not limited to forklifts, overhead cranes, conveyors, etc. Experience with ISO systems management desired Experience with SAP software desirable Good working knowledge of automated work order and dispatch/billing systems Knowledge of inventory control practices a plus Leadership style and qualities Leadership by example approach Hands-on Management style Attention to detail Good team player Ability to communicate at all levels in the company Demonstrates an ability to lead people and get results through others Demonstrates an ability to strategically think ahead and plan over a 1-2 year timeframe Demonstrated interest in participating in self-improvement training seminars relevant to this position. Values Professional courtesy and respect Strong desire and commitment to do what is necessary to get the job done

3 Exhibits strong customer orientation Supports the culture (vision, mission and guiding principles) of the company Supports company operating procedures, benefit rules, employment policies and safety policies. EDUCATION REQUIREMENTS What minimum level of formal education is required to effectively perform this position? (Education level can be based upon experience level; e.g. "BA degree with no experience or AA degree with 2 or more years of experience".) BS Degree in Mechanical or Electrical Engineering or equivalent experience in a directly related field or industry. SPECIAL KNOWLEDGE/SKILLS What specific skills and knowledge are required relative to any systems, practices, procedures performed in this position? (E.g. computer literacy, typing speed, foreign language(s), programming language(s), proficiency in specific software packages, etc.) Must have high degree of computer literacy including knowledge of full MS Office Suite. Knowledge and use of graphical/analytical software tools a plus. Must have thorough understanding of budgeting, financial statements and cost center management. WORK SCOPE 1. LIASON: Does the position require a number of interfaces inside and outside the organization? Who? Frequency? Executive Management: Daily Engineering: As required Sales department: Daily Vendors: Occasionally Strategic Partnerships: Occasionally Customers: Daily 2. Freedom to Act: What level of supervision is required for the position? State the extent, limits, and controls of the authority of the position? Does this position provide training to other positions without assuming a supervisory role? Limited supervision should be required over this position. This position has the full authority to enforce company guidelines and procedures and is a Management position and member of the SecureUSA Leadership Team. 3. Problem Complexity: What levels of analytical and problem solving skill is required for the position? Well-developed problem solving skills required. Must demonstrate and use strong analytical skills and technical competencies to quickly resolve both technical and managerial problems. 4. Impact of Decisions: What impact do decisions made by an individual in this

4 position make on the department or organization as a whole? This position is managing a core revenue stream and is strategic to the overall revenue growth of the company. 5. Management Responsibility: Does the individual in this position supervise (manage) other people? Consider whether this person has hiring, discipline, performance, pay, firing or promotion authority over others. Full authority to act within established guidelines 6. Budgetary Responsibility: Does this individual in this position have budgetary responsibility? Check dollar amount. Under $500 $500-5,000 $5,000 - $20,000 $20,000 - $50,000 $50,000 - $100,000 Over $100,000 Over $1,000,000

5 SecureUSA Inc. ESSENTIAL FUNCTIONS CHECKLIST Job Title: Director: Customer Service Please check all categories that apply to this position. Possible Job Requirements Physical Activity Demands Standing Sitting Walking Lifting/Carrying < 20 lbs. Lifting/Carrying lbs. Lifting/Carrying > 50 lbs. Stooping/Bending/Squatting Crawling/Crouching Pulling/Pushing Twisting Trunk/Neck Climbing/Balancing Reaching Grasping/Squeezing right hand left hand Physical Coordination Vision near far depth perception Eye-Hand Coordination Feeling heat, cold, texture Others: Please List Never (0 hrs/day) Occasional (0-3 hrs/day) Frequent (3-6 hrs/day) Continuous (6-8 hrs/day) Communication Speech Writing Hearing Feeling heat, cold, texture Reading Receiving Instructions Giving Instructions Ability to interact with coworkers or public by phone Others: Please List

6 SecureUSA, Inc. ESSENTIAL FUNCTIONS CHECKLIST Job Title: Director: Customer Service Please check all categories that apply to this position. Possible Job Requirements Work Situations/Schedule Ability to adapt to varied work schedule (overtime, weekends, shifts, flextime) Ability to travel as required by job local travel out of town travel Working with the public Performing variety of duties Performing routine, repetitive duties Driving vehicles Operating Machinery: List any hand tools, electronic equipment, power tools, office automation equipment, machines, etc. Never (0 hrs/day) Occasional (0-3 hrs/day) Frequent (3-6 hrs/day) Continuous (6-8 hrs/day) Environmental Conditions Extreme Cold Weather < 32 degrees Extreme Hot Weather > 100 degrees Working at Heights ( max. ft.) Noise > 85 db Ultra Violet Exposure Chemical Exposure Wet or Humid Fumes, Dust or Odors Equipment with Moving Parts Safety Hazards: Please List (Barriers and movable bollards)