OverviewKastle is looking for an exceptional
Director of Installation and Services to lead the company's largest regional installation and field service delivery team (both employees and subcontractors) along the Eastern seaboard from Maryland to Florida. The ideal candidate will be experienced in driving continuous process improvement, organizational effectiveness and efficiency. Seeking a director who can motivate and create a positive work environment, while delivering a world class customer experience. We are looking for a leader with the ability to think quickly, creatively and progressively to both identify and solve installation and service problems and address client needs.
This individual will be a strategic partner working across other Kastle departments like Customer Support, Customer Success Managers, Dispatch and Project Management to ensure the successful completion of projects and service orders that delight our customers. Supporting Kastle's largest client base, we are looking for a servant leader with a willingness to do whatever it takes to get the job done right for our clients and go the extra mile for their team. The candidate is expected to be based in Falls Church, VA - Kastle's HQ.
Responsibilities- Lead, mentor/coach and manage a team of leaders and technicians across various experience levels, to optimize customer experience and technician efficiency to maintain Kastle's managed security solutions. Prioritize dispatch of service technicians based on priority, expertise, location, and availability through our distributed dispatch system.
- Forecast and budget technician staffing, subcontractors and overtime requirements across the region.
- Establish and manage operational metrics and KPIs to measure operating efficiency, process effectiveness and overall department success to meet client needs in a fiscally responsible manner.
- Responsible for meeting customer Service Level agreements (SLA) and ensuring that technicians are effectively trained, maintain active awareness of client needs and customer service standards.
- Address customer concerns in a timely fashion and escalates to other departmental leaders and General Manager/ SVP as appropriate to champion client satisfaction.
- Ensure compliance with all procedures, license obligations and OSHA safety requirements for service team
- Works closely with the Installation, Project Management and Customer Service to successfully transition Kastle clients to full production and provide feedback cycle to improve new client experience
- Partners with multiple stakeholders in various departments and regions across Kastle to help identify, recommend, develop, implement, and support cost-effective technology solutions for operational and service support challenges
- Manage, coach, lead and be responsible for the Installation and Service (I&S) Department support organization, to understand and implement improvements required on processes and tools / tactics and strategies; and measure ongoing performance and improvement of the organization's mission and outcome - supporting the "wow" client experience vision.
- Responsible for hiring, performance management, and disciplinary action of subordinate staff as well as coaching first-line managers on same.
Qualifications- Bachelor's Degree or relevant industry experience required.
- 7+ years of management experience (minimum) required, preferably in a skilled labor environment with dispatched field work and ideally experience in the security technology industry.
- Experience leading distributed teams and a field workforce with demonstrated success in managing a customer facing service team in a high-pressure work environment
- Ability to meet and maintain various certifications, licenses and/or registrations, in accordance with applicable state laws and as required by the electronic security regulations in the state(s) worked.
- Excellent communication and management skills to assess current operations, identify opportunities for improvement, and execute strategy to maintain a world class service organization.
- Strong leadership skills and the ability to hold self and his/her team accountable for results by establishing clear roles, responsibilities and incentives to succeed.
- Demonstrated experience to meet financial objectives by scheduling and managing the install and service activities to operate within service level commitments and established budget. Meet regional commitments to install and service margin and profitability by managing costs and utilization of labor and equipment. Responsible for billing of all time and materials install and service projects.
- Demonstrated proficiency with Microsoft Office suite (especially in Excel), Microsoft Dynamics CRM and MS Field Service Dispatch a plus.
- Preferred: Knowledge of & experience with Access Control, Video/CCTV and IP networks.
