Service Operations Team Leader

Siemens   •  

Mount Laurel, NJ

5 - 7 years

Posted 243 days ago

This job is no longer available.

Job Description:

Specific Requirements
I. Basic Function           
First line supervisory position. Manages Fire field specialists.  Manages total revenue of less than five million (<5M).

II. Essential Duties
Supervises the activities and performance of all service field technicians to ensure customer expectations and Siemens financial commitments are exceeded .

Provides technical support, expertise, leadership and accountability for service agreements, and/or T and M work in assigned geographic area or location.  

Plans, organizes, directs and controls all service work activities for assigned service accounts. Supervises employees to ensure schedules are maintained and service work  proceeds according to plans, resulting from service agreement proposals, service project proposal and cost estimates. Also ensures T and M work is completed in an effective and profitable fashion.  

Assists with planning and justification of staffing requirements, tools, and other appropriate investments for effective and timely execution of assigned service work. Utilizes the Service agreement low GM improvement process, service tools,  and assists in monthly forecasting.

Ensures proper job management and cost control by reviewing service financial statements with Manager.  Maintains and improves booked margins for service agreements.

Directs and supervises the development of service agreement plans and the use of those plans in the monitoring and control of progress in the execution of the work. Reviews customer feedback and ensures service agreement retention and account growth goals are achieved including adds, extras, upgrades, escalations, and timely renewals.

Develops manpower schedules and loading to ensure contract completion and labor leveling.  Maintains timely communications and harmonious relationships between solutions, service, and sales so  that project completion and turnover to service can be coordinated to  customer disruptions, to maximize our profitability and to insure a smooth transition to a service agreement.

Builds and maintains an effective service operations organization committed to customer and employee satisfaction and profitable growth. Manages or advises on hiring, training and development, allocation and performance assessment of personnel within area of responsibility. Provides the tools, training and environment required to achieve employee success.    

III. Knowledge, Skills and Abilities
Five plus years Experience in Fire & Suppression Industry
Prior Supervisory Experience a plus

Nicet Certification in Fire Alarm or Sprinkler
Employees Supervised: 8-12

Individual must possess a valid Driver's license in good standing
Individual must be at least 21 years of age in order to participate in the required Siemens vehicle plan

General Requirements
Job Family Responsibilities:

Supervises  service agreement milestones and ensures they are being met. Supervises Time & Material projects within the business, including project organization, definition, planning, implementation and control. Supervises operational activities on an ongoing daily basis, exercising tight cost control and maximizing price realization. Seeks customer feedback and takes action to ensure customer satisfaction. Assists with job cost re-estimates.


BS/BA in related discipline, or advanced degree, where required, or equivalent combination of education and experience.  Certification may be required in some areas.

Knowledge and Experience:

Demonstrates a knowledge of fundamental concepts, practices, and procedures for supervised work group(s). Demonstrates understanding and application of supervisory approaches for work direction, motivation, performance management, and disciplinary action. Typically 3-5 years of successful experience in a directly related field and successful demonstration of Key Responsibilities and Knowledge as presented above.

Direction of Others:

Typically supervises hourly and/or non-exempt administrative or technical employees.

Requisition Number: 222746