System Support Group Manager

Job Description: The System Support Group (SSG) Manager oversees the System Support Group (SSG) department and is responsible for the department’s performance as they: 1) Receive and handle all incoming customer support communications (email & phone) related to System (D-21, etc.) Support; 2) Own and drive customer support issues to resolution; 3) Administer and conduct Monaco training seminars; 5) Support Software and Hardware Engineering departments in product development and maintenance / support; 6) Perform System installation services of Monaco products / systems at customer sites; 7) Support the customer quoting and proposal processes as needed. The incumbent will also be a Safety Champion at Monaco and actively support the company’s Field Safety Program.

Essential Duties:

• Embrace and model Monaco’s Vision, especially as it pertains to a Partnership Approach and a Focus on Quality.
• Report to Monaco’s CEO but accountable to other Monaco department heads.
• Lead a team of SSG Technicians as they:
  • (15%) Receive and handle incoming customer support communications and issues. The Manager will:
    • Understand and champion Monaco’s commitment to customer service. Consistently find ways to improve and train customer service.
    • Ensure superior customer service expectations are met in terms of responsiveness, timeliness, accuracy, effective and appropriate communication, relationship building, managing customer expectations, etc.
    • Consistently train and mentor senior and junior technicians in order to improve their customer service skills and capabilities.
    • In cooperation with the CEO, devise appropriate and effective customer service-oriented metrics and performance indicators.
    • Be responsible for meeting customer service-oriented goals and objectives.
  • (25%) Own customer support issues and drive them to resolution. The Manager will:
    • Ensure all customer queries are received, acknowledged, worked, tracked and resolved in a timely manner.
    • Ensure individual SSG technician ownership of each customer support issue / ticket. Hold individual technicians accountable for resolution of customer support issues. Foster a culture of “ownership” of customer issues.
    • Master and optimize (as appropriate) the customer support processes in order to maximize customer satisfaction while taking advantage of efficiencies and reducing unnecessary time and effort.
    • Maintain full visibility and management of the customer support pipeline in order to drive the resolution of customer support issues in a way that exceeds customer expectations.
    • Use and train on Monaco’s systems and related tools to manage the support functions.
    • Gain an understanding and ability to know which critical or important support issues should be elevated to the Company’s management team’s attention and personally drive resolution of those if needed.
  • (5%) Administer and carry out Monaco training seminars. The Manager will:
    • Oversee and coordinate the efforts of the personnel involved in planning, administering and teaching the D-21 training seminars.
    • Provide the long term planning and scheduling of seminars.
    • Coordinate the scheduling of ad hoc seminars that are requested by or sold to customers.
    • Ensure Monaco training seminars continue their relevance and meet customer and Monaco needs.
  • (5%) Support Software and Hardware Engineering departments as they perform product development and product maintenance functions. The Manager will:
    • Ensure a cooperative, collaborative and effective working relationship exists between department personnel and management.
    • Ensure the appropriate degree of customer advocacy is in place so that customer perspective is considered & accounted for and customer expectations are met.
    • Assist the engineering managers in triaging development and maintenance initiatives.
    • Contribute to the planning and evaluating of initiatives as well as their execution.
  • (50%) Perform System and Product installation services at customer sites worldwide (customer projects). The Manager will:
    • In conjunction with Sales Management, ensure quotes/proposals are estimated and budgeted accurately.
    • Ensure installation services are completed on time, on schedule and within budget. Train, foster and reinforce an understanding among the technicians of the need for performing on time, on schedule and within budget as they travel worldwide to fulfill customer projects.
    • Train and champion a culture of safety and its practice. Ensure safety policies are established, trained, reinforced and followed.
    • Learn the customer project fulfillment process and ensure adherence to it.
    • Collaboratively work with other department heads (Production, Material Handling, Engineering, etc.) to ensure the project fulfillment process functions as it should.
• Facilitate the success of each individual SSG Technician. Recognize the strengths and weaknesses of each and help them improve.
• Set high expectations and hold the SSG team accountable for performance in a way that motivates and inspires while maintaining a focus on Monaco’s Vision.
• Build on the existing SSG team and consistently recruit, train, mentor and retain quality technicians who are Monaco champions who build genuine and lasting customer relationships.
• Develop and maintain a leadership pipeline within the departments consisting of Leads, Supervisors and (eventually) other Managers.
• Build and maintain genuine and cooperative relationships with the Director of Business Development, sales staff and other Monaco departments.
• Learn and master Monaco’s ERP system and related tools.
• Over time, coordinate and work with other departments to ascertain the technical expertise needed for leading the SSG departments.
• Forge quality relationships with other department heads.
• Foster a department environment of fun, cooperation, teamwork, trust, and celebrating success.
• Be able to travel, as needed, to come up to speed on Monaco’s customer project / installation services, ensure adherence to Monaco’s processes and best practices (especially safety), and maximize technician proficiency.
• Implement (or improve existing) business processes that are effective, predictable, trainable and maximize the team’s ability to succeed.
• Other tasks and responsibilities as directed or necessary.

Ideal Candidate Qualifications:

• Experience performing and supervising in high-level customer service environments.
• Bachelor’s degree or equivalent experience.
• Experience managing and leading teams. Comfortable turning around teams or organizations that are not performing optimally.
• Construction / building trade bidding experience. Fire and Life Safety systems a plus.
• Experience interacting with and bidding to general / prime contractors.
• Experience bidding and fulfilling government contracts.
• Experience bidding and fulfilling IT System contracts & installations.
• Experience successfully performing in time-sensitive environments and meeting deadlines.
• Comfortable managing to schedules/timelines and budgets as well as balancing resources against constraints and objectives.
• Ability and willingness to learn Monaco’s technologies, products, services and solutions.

Candidate Traits:

• Impeccable integrity. Completely trustworthy.
• Be able to lead as well as manage.
• Have a strong desire to mentor others and elevate those around you.
• Require minimal supervision.
• Excellent verbal and written communication skills.
• Self-starter with a high level of initiative and self-motivation. Willingness to ask questions and seek guidance when necessary.
• Can operate effectively in periods of uncertainty and navigate ambiguity.
• Be able to bring organization and structure in managing individuals and teams. Be comfortable optimizing processes to facilitate the team’s success.
• Can understand the value of high-level customer service, especially how it relates to the success of Monaco.
• Readily and eagerly takes ownership of the role and its responsibilities.
• Willing to take proactive responsibility for learning the necessary systems, applications, resources, and tools. Will take advantage of all available resources.
• Is a team player who prioritizes the team’s success above all else.
• Will stand up for what is right.
• Has the conviction to fight for an opinion or point of view but, once a decision is made, is able to support and champion the team’s path forward.
• Leadership by example and upholding high performance and personal standards while demonstrating empathy and compassion.
• Willing to help define business processes / procedures and follow them.
• Humility. Ability to ask for help when needed. Willingness to admit, correct, and move on from mistakes.
• Is not afraid of or deterred by failure but able to learn and become better.
• Is able to understand and do what it takes to get the job done.

Physical and Sensory Requirements:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

When in the office most hours are spent sitting at a desk. Constant talking and hearing while providing support to the System Support Group. While on the job site the duties of this position will constantly require the ability to talk, hear, and see (color determination). Frequently will be required to walk, sit, stand, bend, and twist. Frequently lifting up to 30 pounds and occasionally lifting and carry up to 80 pounds. Occasional climbing stairs and ladders, crouching, kneeling, repetitive motion, grasping, reaching, and fine finger manipulation. Seldom pushing/pulling 80 pounds, crawling, working at heights, and vibrations. While traveling, sitting stationery for long periods of time during flights would be required.

Qualified applicants should apply before April 17, 2024 by sending their resume. This position has a salary range of $75k - $125k.

Monaco Enterprises offers a competitive benefits package which includes medical, dental, vision, life, and AD&D. We also offer flexible spending accounts and 401(k) Plan.

Applicants must be able to pass a pre-employment drug screening test and background check.

Monaco Enterprises is an Equal Employment Opportunity employer. All qualified applicants considered regardless of ethnicity, nationality, veteran or disability status, religion, age, gender, sexual orientation or gender identity, or other protected status.