Director of Service

Embark on a trailblazing career in Security Technology with Allied Universal® Technology Services, a global leader in security technology that’s transforming the security industry. We integrate state-of-the-art technology with physical security to protect our clients and communities, harnessing tools like electronic access control, video surveillance, and alarm monitoring, alongside emergent innovations such as robotics, drones, and augmented technology. As a valued team member, you’ll be part of a diverse and dynamic workforce that thrives on innovation and inclusivity. We offer a wide spectrum of job opportunities for both stability and growth across various roles, including service and installation technicians, engineers, and project managers. At Allied Universal®, we don’t just embrace change; we drive it, creating a culture where diversity fosters innovation and forges caring connections. Join us and help set new benchmarks in the security industry while advancing your career. Enjoy comprehensive benefits for most full-time positions, including medical, dental, and vision coverage, life insurance, retirement plans, employee assistance programs, and exclusive perks.

Allied Universal® is hiring a Director of Service. The Service Director is responsible for providing leadership and direction to the service staff and implementing action plans across the defined region. The Service Director drives the overall execution and performance of the field service staff, and ensures regional goals and objectives are met, are aligned with the Regional Vice President and National Services Teams in terms of supervising employees to ensure the P&L targets are achieved. The Service Director is also responsible to ensure appropriate service growth targets are met, service responses proceed according to plans, contracts, MSA, schedules and all business objectives are also met. The Service Director will work in accordance with the organization’s office policies and procedures, keeping in mind the overall core values of Allied Universal Technology Services.

Pay Range: $75k-$140k

RESPONSIBILITIES:

• Manage and oversee all regional activities and performance of all service management, customer engagement and retention for all service work
• Provides expertise, leadership, accountability, and financial management for service and customers in assigned geographic area or location
• Plan, organize, control and is accountable for all service activities
• Lead and is accountable for Service Manager hiring, recruiting, retention and training needs for service staff including coordination therein
• Lead and is accountable for the direction of Service Managers in order to build and maintain an effective service organization committed to customer and employee satisfaction and profitable growth
• Establish goals and development plans for all direct reports; evaluate employee performance and work with the Regional Vice President on salary management
• Supervise performance of all Service Managers and responds to escalated issues in field whether internal or externally sourced. Follows up on customer satisfaction issues and drives resolution; engage additional company resources to resolve customer issues outside of service contract scope
• Develop a management process to monitor the runoff of the existing portfolio of services
• Build and push strategies to increase attach rates and develop renewal strategies
• Monitor and manage the regional Services P&L with direction from the Regional VP and the National Services team
• Liaise with Operations, Sales, Contracts and Legal departments for any service-related pricing or turnover developments
• Develops manpower schedules and loading to ensure contract compliance and prompt service delivery.
• Develop and drive all related services to the portfolio including responsibility for the identification, selection, and development of potentially new and existing accounts such as major end users with the emphasis on expanding our customer base and service breadth
• Promote the securing of MAC and new service contracts
• Manage service contracts for prevention of service contract slippage or leakage
• Conduct Site Visits to ensure QA/QC of all service activities; ensure conformance to client specifications and company requirements.
• Serves as safety champion for responsible branch(s). Ensure reports, incidents, workers’ compensation (injury) reports, OSHA logs are funneled to the proper personnel and are up-to-date and complete. Communicate with management directives to field staff and ensure compliance (WFS, Safety, etc.)
• Responsible for maintaining effective customer communications along with building solid customer relationships from initial contact through order acquisition, delivery, and service fulfillment
• Ensure contractual obligations are fulfilled while quickly resolving customer complaints concerning installation and service issues, thereby minimizing customer concerns, and enhancing customer relations including monitoring all appropriate client and internally facing SLAs and Metrices
• Responsible for setting fair and manageable territories for service coverage
• Ensure that fair and effective performance measures are assigned, and that employees are motivated to achieve and / or exceed their assigned goals and objectives utilizing sound management tools and practices

QUALIFICATIONS:

• High school diploma or equivalent
• Possession of valid state issued driver’s license required if driving a company-owned business
• Minimum of seven (7) years of supervisory experience in telecommunications maintenance or security.
• Proficient with MS Office Suite (Teams, Excel, Outlook, PowerPoint, Project, SharePoint, and Word).
• Ability to travel to job sites up to 50% (overnight travel maybe required for work at remote site projects, meetings, and/or training)
• Ability to establish and maintain effective working relationships with both internal and external customers.
• Able to manage multiple tasks while meeting strict deadlines
• Detail-orientation and organizational skills
• Strong, planning and reporting skills
• Strong leadership, customer service and team building skills
• Possess excellent oral and written communication and follow-up skills
• Strong analytical and decision-making abilities
• Self-motivated with the ability to motivate and influence others
• Must be familiar with and able to analyze and manipulate electronic (software based) management tools including metrics, dashboards for measuring KPIs and or CPIs

PREFERRED QUALIFICATIONS:

• Bachelor's degree in electronics, business, management, engineering, or related field

BENEFITS:

• Medical, dental, vision, basic life, AD&D, and disability insurance
• Enrollment in our company’s 401 (k) or Supplemental Income Plan, subject to eligibility requirements
• Eight paid holidays annually, five sick days, and four personal days
• Vacation time offered at an accrual rate of 3.08 hours biweekly. Unused vacation is only paid out where required by law

Allied Universal® is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race/ethnicity, age, color, religion, sex, sexual orientation, gender identity, national origin, genetic information, disability, protected veteran status or relationship/association with a protected veteran, or any other basis or characteristic protected by law. For more information: www.aus.com

If you have any questions regarding Equal Employment Opportunity, Affirmative Action, Diversity and Inclusion, have difficulty using the online system and require an alternate method to apply, or require an accommodation at any time during the recruitment and/or employment process, please contact our local Human Resources department. To find an office near you, please visit: www.aus.com/offices.