Service Desk Manager-USA-CRP

About Diversified:

Diversified is a global leader in audiovisual and media technology. We design and build innovative spaces and experiences for clients across industries such as corporate, entertainment, sports, retail, and government. Our team partners with organizations around the world to create environments that connect people through technology.

What to Expect:

At Diversified, you’ll work on exciting and complex projects with opportunities to grow your career. We offer a collaborative and flexible work environment, competitive pay and benefits, and a culture that values diversity, inclusion, and innovation. If you’re ready to grow, create, and make an impact, Diversified is the place to do it.

Electronic Security Systems Service Manager - Virtual 
 
What part will you play? 
 

The ESS Service Manager manages the service department team and handles customer service interactions, reports, and repairs. The service manager ensures excellent customer service, maintains strong relationships with customers and third-party vendors and ensures repeat customers.
 

The specific duties of a Service Manager include formulating strategy, improving performance, procuring resources and securing compliance. You should be ready to mentor your team members, find ways to increase quality of customer service and implement best practices across all levels. Project site conditions, project schedules, and personnel issues change constantly and daily throughout the life of a project. The Service Manager must be adept at planning, and adapting the plan as needed to manage the installation and integration processes in dynamic conditions. 

Ultimately, we’ll trust you to help us remain compliant, efficient and profitable during the course of business.

ESS systems such as: Lenel, Genetec, S2, Avigilon, AMAG, GE, Honeywell, Bosch, and DMP.

What will you be doing?

• Effectively manages team members, including technicians and advisors, to ensure team objectives and sales goals are being carried out
• Displays extensive working knowledge of industry standards and practices, including product details and company services offered
• Offers exemplary customer service, including maintaining customer relationships and ensuring repeat customers by upselling products and services and taking care of any customer concerns or complaints quickly and professionally
• Assists with or performs administrative tasks
• Develops working knowledge of industry regulations, restrictions, and laws, and ensures service department adheres to all regulations
• Sets up and maintains service desk, including managing service desk team members and evaluating desk efficiency
• Resolves service desk problems and improves current service desk methods to increase productivity and customer service
• Monitors department issues and client complaints to define patterns and work to lessen those recurring issues
• Regularly audits work being done and customer service being provided to ensure all standards are met and that repair work is carried out effectively, correctly, and thoroughly
• Oversees team members performing inspections, preparing reports, and doing repairs; if necessary, carries out these job duties personally to ensure highest quality of work
• Proven work experience as Service Manager or similar role
• Knowledge of organizational effectiveness and operations management
• Experience budgeting and forecasting
• Familiarity with business and financial principles
• Excellent communication skills
• Leadership ability
• Outstanding organizational skills

What do we require from you?

• Previous Service Experience
• Comprehensive Industry Knowledge
• Management Experience
• Strong Customer-Facing Skills
• Strong Written and Verbal Communication
• Self-Motivated
• Troubleshooting and Creative Problem-Solving
• Experience deploying access control systems and CCTV related systems

What We Offer:

We believe great people deserve great benefits. In addition to competitive compensation, we offer a comprehensive benefits package designed to support your health, financial wellbeing, and work-life balance:

• Multiple medical plan options to fit you and your family’s needs
  • HSA & HRA company contributions
• Dental coverage, including orthodontic benefits, and vision plans
  Company-paid benefits
  • Basic Life, AD&D
  • Short-Term and Long-Term Disability insurance
  • Employee Assistance Program (EAP)
• Generous paid time off — 3 weeks PTO plus company holidays and floating holidays
• 401k with company match
• Paid maternity leave
• Healthcare and Dependent Care Flexible Spending Accounts (FSA)
• A wide range of voluntary benefits including Critical Illness, Hospital Indemnity, Accident Insurance, Pet Insurance, Homeowners and Auto Insurance, Supplemental Life and AD&D coverage, and Legal Services
• Commuter benefits
• And much more