Job Description

General Purpose & Essential Duties:

The Operations Manager is responsible for the oversight, coordination, and control of all functions of the field service operations for Guardian Alarm. The Operations Manager manages the entire technician team who perform on-site routine services including installation, maintenance and repair of Guardian products and services to ensure high customer satisfaction.

• Oversee operation of Installation, Service, Dispatch, and Warehouse teams for assigned branch.
• Maintain budget requirements and streamline the areas that service and monitor alarms and the expansion of services in these areas
• Responsible for coaching and training of field technicians.
• Manage workload, overtime, and overall demand on labor resource planning
• Work closely with Sales and Field Support teams
• Review and address any lost revenue in Service, as well as, lost potential revenue in the installation area.
• Ensure all fleet vehicles are up to date on maintenance, replacement, and assignment.
• Provide and maintain any and all licenses, permits or technical qualifications that are, or may be required by any governmental agency as part of that which is necessary to fulfill the duties of this position
• Complete and review employee annual evaluations
• Retain qualified people by helping them to develop individual growth plans with the Company
• Coordinate the proper training of personnel with the Corporate Training Manager.
• Identify, formulate, execute, and monitor quality and efficiency procedures within the department
• Manage field service team to provide optimum customer service
• Develop and execute workflow for the field service team
• Investigate and resolve any issues resulting from substandard performance
• Address escalated customer inquiries, resolve escalated customer issues, and obtain customer feedback proactively.
• Maintain positive and healthy relationships with various teams to ensure customer service effectiveness.

Required Skills, Abilities, Education & Experience:

• Excellent organizational skills and attention to detail
• Excellent time management skills with a proven ability to meet deadlines
• Strong analytical and problem-solving skills
• Strong supervisory and leadership skills
• Ability to function well and maintain a calm demeanor in a high-paced and at times stressful environment
• Strong self-motivation and a professional attitude
• Thorough understanding of safety laws, regulations, and policies
• Thorough understanding of or ability to understand the full product suite that Guardian offers
• Proficient with Microsoft Office Suite or related software
• High School Diploma or GED required
• 3-5 years’ experience in the security industry
• High degree of knowledge of standards, practices, and panels commonly used in the alarm industry
• Some supervisory or leadership experience preferred
• NICET Level II or equivalent certification preferred