Vice President Of Service

Position Summary

The Vice President Service is responsible for the successful execution of the ongoing customer experience and service delivery. To achieve these goals the Vice President of Service will focus on the backlog and daily activity, closely manage the team within their span of control, and work closely with others within the organization to improve processes and take down obstacles.

Duties & Responsibilities

• Lead and direct service teams in the successful execution of service contracts throughout the country by providing day-to-day oversight, guidance, and problem resolution.
• Provide timely and detailed communication.
• Lead the recruiting effort for their team; to identify and place employees to meet goals; manage performance, reward or administer progressive discipline, as appropriate.
• Provide quality control mechanism and oversight through a defined service commissioning program.
• Mentor and develop individuals on their team to achieve their goals and ultimately take on larger responsibilities as the company scales.
• Champion the delivery of exceptional project management, service response, and customer service by taking ownership of the performance of their teams and the results that they deliver.
• Create and maintain consultative client relationships and leverage the Account Executive team to ensure continued long-term success and profitability.
• Communicate company policies, procedures, and objectives and create a culture of accountability to guarantee customer satisfaction.
• Manage the service backlogs for the company; assist in the prioritization of projects and service tickets across the enterprise; manage equipment control functions; analyze project and service level performance against expectations.
• Oversee all fleet vehicles and make decisions based on what’s best for the company.
• Assist in the development of standard operating procedures, best practices, and performance metrics through participation in operational excellence meetings; bring field level perspective and insight.
• Participate in CBRs when needed as the owner of the ongoing customer experience.

Supervisor Responsibility

The Vice President of Service will be required to direct, influence, and track the activities and tasks of subcontractors, Stealth Monitoring regional employees and central support teammates to address issues across the company.

Qualifications

• High School diploma required.
• 10+ years of security industry experience (installation/service/project management/monitoring) preferred.
• Demonstrated proficiency in Microsoft Office: Excel, Visio, PowerPoint, Word.
• Teamwork & collaboration with the ability to drive results will be paramount in this role.

Core Competencies

• Ability to manage multiple projects with competing priorities and schedules.
• Strong interpersonal, negotiation, follow-up, and documentation skills.
• Ability to identify root issues, then organize, plan, communicate and execute.
• Ability to professionally diffuse and resolve difficult customer situations.
• Organized, reliable and highly dedicated self-starter.
• Ability to work in a fast-paced and constantly changing environment.
• Strong attention to detail.
• Data driven, able to produce reports from systems, interpret and summarize findings.

Working Conditions

• Dallas office