When you join the Allied Universal® Technology Services, you are joining one of the fastest growing security systems integrators in North America. Build your career within a fast-paced, dynamic, and diverse environment that combines leading-edge technology solutions - electronic access control, video surveillance, alarm monitoring, emergency communications, robotics, drones, and other smart tech innovative solutions - with physical security solutions to safeguard our clients and our communities. We offer an array of opportunities - service technician jobs, installation technician jobs, security installation jobs, engineers, and project manager jobs to name a few. Start your career with us today! We offer medical, dental and vision coverage, life insurance, retirement plan, employee assistance programs, company discounts, perks and more for most full-time positions!

　　Allied Universal Technology Services, an Allied Universal® Company, is hiring a Director, Field Service. The Director, Field Service will plan, organize, manage, schedule, and control all daily coordination activities of the Service Desk, Services Administration and L2-3 Support Management functions. This role is expected to travel for engagements up to 60% of the time. Air travel and hotel stays will be required.

　　RESPONSIBILITIES:

　　Assume roll of representative of all Services and liaise across all business lines

　　Provide support, expertise, leadership, and accountability for his/her staff and internal customers

　　Plan, organize, manage, schedule, and control all daily coordination activities of the Service Desk, Services Administration and L2-3 Support Management functions

　　Support the Regional Vice Presidents in all hiring, recruiting, retention and training needs for operations installation staff

　　Support the Vice President, Operations in building and maintaining an effective service organization committed to customer and employee satisfaction and profitable growth

　　Establish goals and develop plans for all direct reports

　　Evaluate employee performance and works with the Vice President, Operations on salary management

　　Supervise performance of staff and responds to escalated issues in field and internally escalates issues, as needed

　　Communicate management directives to staff and ensure compliance (WFS, Safety, etc.)

　　Coordinate and liaise with all departments related to service activities

　　Follow up on customer satisfaction issues and drives resolution

　　Engage company resources to resolve customer issues outside of service contract scope for Strategic and Enterprise engagements

　　Responsible for internal/external service training initiatives to include scheduling, content development, agreeance, and execution

　　Audit data held within the SecurityNow service tool to ensure health and quality from a national perspective

　　Coordinate with Regional Service Directors to ensure cohesivity and national policy compliance

　　Act as a QA/QC liaison from a National Service perspective and is the “Client Advocate” to resolve issues and build relationships

　　Strategic planning for all Service Operations

　　Ongoing development of industry best practices as part of a Services Center of Excellence

　　Identification of “Problem Accounts” and “Slipped Service Projects” and the development of appropriate mitigation plans for Executive Management

　　Liaise with other leaders to ensure that contracts are rightsized, profitable and are consistent with current market/competitive trends.

　　Direct and supervise the onboarding of new clients into our services platform

　　Oversee the National Service Administration function

　　Work directly with Regional Vice Presidents to ensure that all areas & employees are driving the National Services Vision

　　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:

　　Bachelor’s degree in Management or related field

　　Possession of valid state issued driver’s license required with the ability to operate a company issued or rental vehicle

　　Minimum of fifteen (15) years of experience in Management or Service in a leadership capacity

　　Minimum of five (5) years of experience in the Security Integration industry

　　Extensive background and experience with the use of a service delivery platform

　　Extensive background in the management and creation of service-related performance criteria

　　Comprehensive understanding corporate level financial management, P&L, EBITA, Gross Margin, etc.

　　Proficient with MS Office Suite (Teams, Excel, Outlook, PowerPoint, Project, SharePoint, and Word)

　　Ability to concentrate on details, manage multiple priorities while working under deadline pressures, apply sound logic and judgment, and prioritize tasks and responsibilities

　　Ability to establish and maintain effective working relationships with both internal and external customers

　　Must be detail-oriented and organized

　　Ability to establish and maintain effective working relationships with both internal and external customers.

　　Detail-oriented; strong organization skills

　　Excellent planning and reporting skills

　　Possess excellent oral, written communication, and follow-up skills

　　Strong analytical and decision-making abilities

　　Self-motivated with the ability to motivate and influence others

　　Ability to manipulate, navigate, and utilize electronic web-based service tools to manage all facets of service delivery/productivity/efficiency

　　PREFERRED QU ALIFICATIONS:

　　Experience in ServiceNow platform

　　Experience with the SAP ByDesign Enterprise Resource Planning (ERP) application

　　Experience with the implementation of an organization wide service delivery platform change

　　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 .

　　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 .

　　Job ID: 2024-1152165-2

　　Location: United States-Massachusetts-Town of Wilmington

　　Job Category: Management