Director of Operations - Seattle
Are you looking for an opportunity to really propel your career and take it to the next level, while working with a fun, dynamic, and growing company? Do you have a passion for exceptional customer service? Are you interested in making your community and surrounding regions a safer place to live and do business? If so, you need to read on.
Our Client is looking for a Director of Operations in Seattle. You will be managing and growing high performing technicians who install, service and inspect security systems, video surveillance systems and fire alarm systems. There are 25 total people on your team. You will be reporting to the CEO and working to identify new areas to increase productivity as well as improve customer service. Delivering exceptional customer service in a timely manner is the backbone of the company and frankly why they are so highly regarded. You will be partnering with other business leaders to solve customer issues. You will be working with your coordinators to ensure their technicians’ schedules are manageable and efficient. You will be reviewing the technician’s productivity. You oversee installation and provisioning to ensure jobs are completed on time and on budget. You will be scheduling and staffing all installation projects, either directly or working through your coordinators. You will be hiring and working with apprentices to help them pass their tests as soon as they have their hours completed. You will be guiding your team on identifying the best solutions to be efficient while keeping the customer happy. You are a problem solver.
Fast forward a year, what will you be doing?
Your team is performing at optimal productivity. You have identified and improved processes on your team. Therefore, you are hitting your numbers. The apprentices on your team have passed their exams and deployed in the field, running their own jobs. You have developed monthly, in-house service training taught by senior technicians. Your job costing has been improved. You technicians and coordinators are happy. You are seen as a respected leader and sought out by your team as well as your peers. Your department has grown by 10% You know your customers Your customer sat scores are exceptional. You love your job!
How will you get there?
Meet the leadership team as well as your team
You have sat with every functional area of the company to understand their processes and what their day-to-day looks like
You understand the job cost set up, from contract to transitioning into the systems
You have met the majority of your existing customers, vendors and other industry partners
You will be effectively and efficient using their software and tracking tools to mine, capture and track productivity of your technicians
Your apprentices have tested and passed their Journeyman test
You have identified the right credits each technician takes
You have 6 apprentices pass their Journeyman licenses
Six technicians have passed their NICET 1 certification
You have created your long-term strategy and starting to execute for your department
What you will need:
Excellent customer service and employee relationship building skills
You have a keen understanding of business processes to maximize productivity
Successfully managed a team of technicians or service professionals
Exceptional written and verbal communication
Ability to adapt while being a problem solver
You’re not afraid to make decisions
Ability to properly delegate
Technical or service background a +
LEAN Manufacturing or TPS experience a +
Since 1943, our Client has been the Northwest’s most trusted alarm company. They offer the finest security systems focusing on corporate monitoring and installation, large and small residential projects and managed access control. They design, sell, and monitor products that save lives and protect property. They service over 5,000 businesses and nearly 1,000 homes with advanced fire and security systems from two strategically located offices. They are owned and operated by the same family that opened its doors more than 70 years ago. SDM Magazine, the premier industry publication, ranks our Client the 74th largest in the U.S. This is not a cut-throat environment. We set our people up for success!