DIRECTOR, FIELD SERVICES

Director, Field ServicesRole description

The Director, Field Service oversees the activities relating to the installation services as well post acceptance onsite maintenance activities and takes direct responsibility for the overall performance of the team.  The director’s role is to manage the Field Installation and Maintenance departments.

Reporting to the Senior Director of Operations and Services, the Director is responsible to ensure adequate service level.  The Director manages key initiatives, including the analysis of key business metrics, scheduling issues, all matters related to service provisioning, performance standards, escalations, etc.,

The Director, Field Services  is responsible to create and develop procedures to improve the overall quality of services provided to the customers, ensures that the services rendered are profitable and identifying service opportunities with customer. He is responsible for developing the processes, procedures, methods, and measurements for consistent delivery of the PPSS Product Portfolio.  Specifically, it involves the delivery of Implementation Services, Warranty Services, and Post Warranty Services as a normal course of business.

 ResponsibilitiesTo develop, execute, manage and monitor the department’s business plan, annual budgets and revenue/expense forecast.To manage the department including staffing, scheduling, assessment of training needs and procedural development (establish standards and targets).To ensure constant improvements of the operational processes to implement the best client-care strategies. To manage profitable, efficient and client-focused solutions.To interface with business partners in order to establish inter-company service and support protocols.To identify and sub-contract successful third-party Field Service Organizations to provide on-site support service, when required.To interface with Product Management and Engineering Departments to facilitate and expedite problem resolution.To collaborate with Sales in contract negotiations.To manage the employees’ personal performance plans (discipline, attitude, motivation, accomplishments, etc.), including hiring and termination procedures.To provide leadership and direction to the department’s staff.Skills and Expertise RequirementsBachelor’s Degree in Engineering or Business; Masters Degree preferred.Minimum 10 years experience in a customer service environment including 10 years in a supervisory role;Strong and effective strategic-planning, problem-solving and decision-making abilities;Demonstrated leadershipDemonstrated problem-solving and analytical skills;Exceptional customer-care abilities;Ability to learn technical concepts and processes quickly;Broad knowledge of Telco organizations;Computer literacy, including Microsoft Windows and SQL Server environments as well as basic electronics and telephony;Capability for taking initiatives, is self-directed and has demonstrated professionalismReliability, efficiency, positive attitudeProficiency in communication skills both, oral and written.

At Positron Public Safety Systems, you will enjoy a competitive remuneration and benefits package.

 

We invite you to submit your candidacy by email at: hr@positron911.com and to consult our Web site for other positions at www.positron911.com

 

Human Resources:

Positron Public Safety Systems

5101 Buchan Street

Montreal, Quebec

Canada H4P 2R9

Fax: (514) 345-2258

Electronic copies maybe sent to: hr@positron911.com

 

We thank all applicants for their interest however; only selected candidates will be contacted. Positron Public Safety Systems is an equal opportunity employer.