Engineering Services Manager

Position Summary:

The Engineering Services Manager will be responsible for running the services team for their respective geographical region/practice area. This 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 in engineering in their geographical region/practice area.

Roles and Responsibilities/ Essential Functions:

Respond to service escalations the same day and be the final decision in Engineer deployment to ensure customer demands are met by working with Service and Engineering Leadership and to find necessary resources as needed. Drive customer pipeline and be the liaison between the Sales and Service teams. Create an environment that allows individual Team Member to have the support and resources necessary to succeed in the role. This will be measured through items such as team engagement scores and team attrition. Review Engineering write offs and maintain less than 2% of hours are written off annually (equivalent to one week). Work with the other Engineering Service Managers and the Directors of Engineering to establish and maintain procedures and documentation. Develop standard operating procedures for the Engineering teams' interaction with other departments (sales, project management, service, etc.). Approve and manage the distribution and maintenance of required certifications for vendor partnership level and the continuing education of assigned 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 provide insight on hiring decisions. Create and manage development career plans and education goals for Engineers, including mentoring college Interns or recent college graduates. Be a key leader in the bi-weekly Leadership conference call by utilizing insight from respective teams and using this insight to forecast skill set and recruiting needs. Participate in regional sales calls (if held) with local offices to understand what is coming down the sales pipeline. Ensure that pre-sales are on track and/or that everything is up to date on any Engineering changes that are occurring within these projects. Communicate and ensure proper standardized use of company systems and procedures. Identify position moves/adds/changes and facilitate communications between Human Resources/Recruiting and Engineering Supervisors/Managers. Evaluate Team Member performance and address any issues, in conjunction with Human Resources. Compile and deliver annual and quarterly reviews of Engineering Team to ensure continued growth of educational goals. Maintain technical certifications in areas of technical expertise.