Regional Service Manager - HM Cragg

HM Cragg has been an industry leader in the backup power solutions space for over 40 years and has achieved 600% growth over the last 10. This past year has been another record setting year for the company with 35% revenue and 10% headcount increase, and we show no signs of slowing down. One important factor that has contributed to our continued success is that we are an employee-owned organization which fosters a culture of accountability and collaboration. In addition to competitive compensation and benefits, we also believe in providing our employee-owners opportunities to advance their careers and accelerate their individual growth - both personally and professionally.

Position Overview:

The Field Services Manager is responsible for the overall results, safety, and supervision of the Installation Technicians, Service Technicians and Electricians. The Field Services Manager ensures Service Team Members are skilled, knowledgeable and delivering products and services that meet the needs of HM Cragg and the customer including timeliness, quality, and safety goals and expectations. This Service team member provides business critical leadership, support, and oversight to HM Cragg Service Technicians and is a consistent advocate for the technicians for daily operations, training, mentoring, and career development.

Reporting Relationship: The Field Services Manager reports to the Chief Operating Officer

Responsibilities/Accountabilities:

Project Based (customer facing)

• Effectively interacts with members of the Executive and Service teams to ensure reasonable timeframes for quoting, project completion, invoicing and customer satisfaction
• Documents any changes to bid spec/quote and proactively obtains necessary signatures prior to any processed change orders
• Supervises all Service Team Members
• Assists with inspections of new installations and/or modifications performed by Service Team Members
• Ensures execution of project completion on a timely, accuracy, and quality basis assuring quality maintenance and improvement along with end results of positive customer feedback
• As necessary, performs field installation activities ensuring customer needs and schedules are being met
• Performs additional duties as assigned

Project Based (scheduling)

• Manages manpower needs, provides input to scheduling work assignments and training, and communicates regularly with the Service Sales Administrator on scheduling needs or conflicts
• Prepares, schedules, arranges, communicates and conducts monthly informational meetings for service personnel including updates, safety, training and miscellaneous items
• Provides input to service team on past, present and future projects
• Establishes and manages annual training schedule for direct reports

Safety

• Promotes a culture of safety to office and field staff while driving the compliance of safety policy and procedures.

Performance Management

• Establishes and leads Service Team Members performance and development goals that align with the Company's business goals
• Recruits high-quality Service Team Members and ensures all are up to date on safety and technical training including but not limited to equipment updates, OSHA standards, compliance requirements, and industry standards

Requirements:

Skills/Knowledge

• Interpersonal - Maintains confidentiality, keeps emotions under control, approaches others tactfully, works with honesty, integrity, and ethics
• Teamwork - Balances team and individual goals, exhibits objectivity and openness to others' ideas and viewpoints, gives and welcomes feedback
• Communication - Demonstrates proficiency in verbal, written and listening skills; ability to write reports and business correspondence, and to effectively present information and respond to questions from groups of managers, clients, applicants, etc.
• Client Service - Conducts self professionally, skillfully and efficiently manages client needs, responds promptly to others at all times, treats others with respect
• Leadership - Continually develops ones' skills and encourages growth, possesses a strong ability to work independently, inspires and motivates others to perform successfully, brings new ideas to the table
• Driven - Works with a sense of urgency, has a strong desire to succeed
• Problem Solving - Innovative, analytical, inquisitive, develops creative solutions
• Organization - Attention to detail, thorough, creates efficiency, successful time-management, proven ability to multitask and prioritize in a fast-paced, dynamic environment
• Business Acumen - Understands business implications of decisions
• ESOP - Embraces and promotes the ESOP program by being a good steward of the Company
• Problem Solving - Manages the execution of projects
• Conforms to company policies and procedures, meets company goals and objectives, and protects Company assets and interests
• Knowledge of DC power equipment, specifically in telecommunications, switchgear & control, and UPS industries
• Efficient in Microsoft Suite products including Excel, Word, Outlook and Power Point
• Knowledge of electrical principles, applications, techniques, procedures, code and equipment
• Ability to utilize and train on the company expense and time-reporting systems

Travel and hours expectations:

• Up to 50% based on HMC projects and customer needs
• Office hours as required to serve all internal and external stakeholders effectively

Posting Qualifications:

• 2-year college degree preferred
• 5+ years Industry experience necessary - Telecommunications DC Power and/or UPS Power
• Must have and be able to maintain a current driver's license and acceptable driving record per HM Cragg/TWE insurance carrier standard
• Experience installing Telecommunications DC Power and/or UPS Power products