Director of Technical Services

Job description

Director of Technical Services 


Imagine waking up every day knowing that you make a difference. That your ideas are heard and supported, and at times challenged to achieve an even deeper impact. Imagine feeling highly valued because you can see the difference you are making; to the business, to the community, and especially to the team around you. Imagine leading a team to transformational growth; a team of dedicated, humble, and hungry Technicians and Project Managers who take pride in their work but need guidance, clarity, healthy accountability, and a leader they know cares about them. And imagine bringing the company vision to life because you were able to outline strategies and implement them hands on, and communicate the vision in a way that the team lived and breathed it.


Does this get you excited? Does it sound challenging but energizing? If it does, then you may be a great fit as our Director of Technical Services and member of our senior leadership team.


This is a role for someone who wants to work with and through others to design, implement, and then improve flexible and repeatable systems of excellence. You would be responsible for delivery of an exceptional experience to our clients and team. In addition, you would be responsible for helping to develop and then achieve our strategic objectives. You are ultimately responsible for the success of everything, including financial health, within our Install and Service divisions.


Why Join Us?

SecurAlarm is different, and it starts with our focus on you.  We expect our team to deliver an exceptional experience for our clients, and we believe that starts with US delivering an exceptional experience to our team. We don't always get it right, but we ask that you teach us how to grow and improve our service to you, and our service to our clients. We uniquely and individually challenge each and every person to continuously grow – and never to settle. We are dedicated to building leaders and promoting creative thinking to get things done. And we truly care. 


We are changing the face of how security is delivered and how businesses are protected. Our dedication to engineering, installing, and servicing the highest quality integrated security systems for our clients using cutting edge technology has earned us a reputation of excellence. Our entrepreneurial spirit is the energy that drives us to be a leader in integrated security solutions in West Michigan. And we encourage every member of our team to contribute to that. 

Is this role right for you?

  • Are you heavily invested in the success of your team members, and helping them to grow technically, professionally, and personally? Are you willing to healthily challenge them when needed? And are you fully committed to ensuring they have everything they could possibly need to solve hard problems? Do others come to you for troubleshooting assistance because they know you’ll be able to help them think from a different perspective that nobody else can?
  • Are you passionate about providing a phenomenal customer experience? 
  • Do you thrive on working in a fast-paced environment and experiencing brand-new challenges / problems to solve each day?
  • Do you gain satisfaction from using your analytical and business talents to make meaningful contributions in your organization, in everything from forecasting to reporting to innovating to creating efficiencies? And are you driven to do whatever it takes to take implementation beyond the finish line?
  • Do you have a thirst for knowledge and constantly improve your technical skills via research, certifications, peer groups, etc., inspiring others to do the same? And are you just as focused on continuously growing your leadership skills and growing professionally and personally?
  • Do you want to come to work each day knowing that what you do protects what is important to our clients, and that your work matters?


What will you be doing in this role?

  • Fully owning the morale and success of the team. Ensuring they have everything they need to provide quality work that customers value. Identifying opportunities for and leading their technical, professional, and personal growth. 
  • Serving as the first point of escalation and helping team members to think differently and see technical and business solutions where others might have seen impossibilities.
  • Maintaining phenomenal relationships with our clients, as measured by NPS. Making proactive client visits to identify opportunities to serve them better, as well as engaging with clients about escalated issues
  • Managing the team (in addition to leading them): Prioritizing teams' workload, reviewing tickets for completeness, ensuring timely billing entries, reviewing invoices, setting realistic performance expectations, communicating status internally and externally, mitigating risks, ensuring quality work, etc. 
  • Strategically building the service division. Making contributions to SecurAlarm through the creation and implementation of systems that improve how we work, creating efficiencies by eliminating waste in value streams, creating business cases for incorporating new technologies into our business, etc. Leveraging data and systems in a smart way to forecast resource needs, budget, meaningfully identify trends, increase profitability, strategically plan purchasing, improve efficiency, etc.
  • Achieving strategic objectives within a budget and timeframe
  • Reinforcing our mission, core beliefs, and strategy in everything you do. And helping your team to do the same.

Requirements

  • Minimum of 3 years successfully leading a team
  • Basic technical knowledge of networks, IT infrastructure, electrical theory, software interfaces, and the ability to understand blueprints. Technical certifications preferred but not required. 
  • 2 or 4-year degree. Technical or business focus preferred, but not required. Technical certifications preferred but not required. 
  • Must possess a valid driver's license, and be able to pass background screening and drug test (including marijuana) (our Security License with the State of Michigan requires thorough background checks and places certain restrictions on hiring)
  • Must be able to see, hear, speak and write clearly in order to communicate with employees and/or other customers.

SecurAlarm Systems is fully committed to Equal Employment Opportunity and to attracting, retaining, developing and promoting the most qualified employees without regard to their race, gender, color, religion, sexual orientation, national origin, age, physical or mental disability, citizenship status, veteran status, or any other characteristic prohibited by state or local law. We are dedicated to providing a work environment free from discrimination and harassment, and where employees are treated with respect and dignity.