Director of Service Operations

Reference #: 7104fbba-861d-4ec8-8412-9e458c848d1d

DescriptionDirector 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 Knowl dge 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,