Engineering Services Manager - Physical Security

Position Summary:

The Engineering Services Manager role will have 3 main areas of focus; Implementation, Presales, and managing the team. This role is instrumental in helping to drive sales and charge hours and promote growth within their respective team.

Roles and Responsibilities:

Respond to service escalations the same day and be the final say in engineer deployment - ensure customer demands are met by working with Service and Engineering Team Leads to find necessary resources. Drive Customer pipeline and be the liaison between the Sales and Services Teams. Ensure employee retention and reduce turnover. Review engineering write offs and maintain less than 2% of hours are written off annually (equivalent to one week). Work with the Director of Media Services to establish and maintain procedures and documentation. Develop standard operating procedures for the engineering teams' interaction with other departments (sales, project management, service, etc.). Manage the distribution and maintenance of required certifications for vendor partnership level and the continuing education of your team. Align training and professional development for team members to balance skills and overall workload, as well as work with the service department to minimize travel. Participate in the interview process and voice opinions on hiring decisions. Ensure development of career plans and education goals for engineers, including mentoring college interns or recent college grads. Be a key leader in the bi-weekly Team Lead conference call, utilizing insight from your team, and using this insight to forecast skill set and recruiting needs. Participate in regional sales calls (if held) with your local offices to understand what is coming down the sales pipeline. Ensure that deals are on track and/or that you are up to date on any engineering changes that are occurring within these projects. Provide leadership and mentoring to the engineering team and hold team meetings on a regular basis. Communicate and ensure proper, uniform use of company systems. Identify position moves/adds/changes and facilitate communications between human resources/recruiting and engineering supervisors/managers. Evaluate employee performance and address any issues, in conjunction with human resources. Meet annual billable hour goal, as defined by HBS. This number may change over time as the business evolves. Compile and deliver annual reviews of engineering team. Hold quarterly reviews with each engineer to ensure continued growth of educational goals. Maintain technical certifications in areas of technical expertise. Perform other duties, as assigned.