jazzhr
Service and Integration Manager
New Age Group
Concord, CAN
Full-time
Senior · 7+ years experience
Onsite
CAD 120000-120000 yearly / year
Discovered Yesterday
ICTAxis CommunicationsMilestone XProtectCDVIMircomDoorGuard
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ICTAxis CommunicationsMilestone XProtect
Key Skills for This Role
ICTAxis CommunicationsMilestone XProtectCDVIMircomDoorGuard
Full Job Posting
- Lead and manage Service Coordinators, Security & Integration Support Technicians, Technicians, Senior Technicians, and Lead Technicians.
- Recruit, interview, onboard, and develop team members.
- Conduct performance reviews and career development discussions.
- Develop training and certification programs.
- Manage succession planning and employee growth.
- Promote a culture of accountability, professionalism, and customer service.
- Oversee daily service operations.
- Manage service dispatching and technician scheduling.
- Monitor response times and service-level agreements.
- Ensure timely completion of service requests.
- Review work orders and service documentation.
- Manage customer escalations and issue resolution.
- Improve department efficiency and service delivery processes.
• UniFi Networking Solutions
- Develop and maintain Standard Operating Procedures.
- Verify and approve new SOPs.
- Manage technician certification requirements.
- Ensure training records remain current.
- Maintain the New Age Knowledge Base.
- Coordinate manufacturer training programs.
- Standardize service delivery procedures.
- Conduct service quality audits.
- Review completed projects and service work.
- Verify installation standards are maintained.
- Manage deficiency tracking and corrective actions.
- Ensure customer turnover procedures are followed.
- Monitor technician performance and workmanship standards.
- Maintain high customer satisfaction levels.
- Manage customer concerns and escalations.
- Conduct periodic customer reviews.
- Support account retention initiatives.
- Review service trends and recurring issues.
- Develop long-term customer relationships.
- Ensure compliance with company safety policies.
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