Operations Supervisor

at  Convergint Technologies Ltd

Convergint is currently recruiting for an Operations Supervisor join our business in Moncton, NB. Under minimal supervision, the Operations Supervisor is responsible for technical service and projects. This role oversees the supervision of service and project colleagues, communication with customers to ensure customer satisfaction and ongoing development and support of existing systems.
Who You Are
You have a passion for providing world-class service to customers, colleagues and communities. You are a person of integrity with a commitment to growth, accountability and delivering results. You want to join an organization with a positive culture that embraces inclusion and allows everyone to be the best version of themselves at work and home. You want to grow with us and deliver results as an exceptional Operations Supervisor.
Who We Are
With 20-years of proven growth and exceptional performance, our mission is to be our customer’s best service provider. We realize the importance of diversity in achieving that goal. Our company was built upon a solid foundation of 10 Values and Beliefs which drive our unmatched culture, making us the #1 global, serviced-based systems integrator in the industry. We take great pride in protecting the lives and assets of our customers and their communities with the solutions we provide.

What you’ll do with “Our Training and Your Experience”

• Manages, oversees and coordinates all aspects of technical operations activities including, but not limited to, the following: operations planning, qualifying potential business, operational review of proposals (pre-bid) and bookings (turnover). Coaches, councils and trains the workforce to improve individual skills. Overall responsibility for customer satisfaction on all install and service accounts.
• Supervises colleagues (typically Security Project Supervisors, Security Service Supervisors, Managers, Technical Lead, and Technical Integration Specialists) in a manner that maintains morale, skills proficiency and productivity. Recruit and hire team members as required in conjunction with the HR Department. Managerial responsibilities include but are not limited to mentoring, coaching and developing colleagues; planning, assigning and directing work; performance management.
• Overall responsibility for execution of technical contracts – estimated cost vs. actual cost; review of contracts (CSPs and projects); labour resource planning, and invoice review.
• Identify potential project risks and develop/implement strategies to minimize impact and control deviations from estimated costs and project deadlines. Escalate any potential financial risk or slip, identified through the teams, to the appropriate senior leader.
• Assist sales team on technical project labour and material estimates in addition to service related proposals.
• Develops and implements strategies that improve execution and provide additional value to customers in a cost-effective manner.
• Seeks recommendations from all team members to identify sales opportunities through changes in scope of work, upsell recommendations, and service recommendations.
• Work with Project Managers and Account Managers to ensure quality control and customer satisfaction on all project and service accounts.
• Manage service installations and service work planning and coordination by supporting and/or setting schedules and identifying issues of non-performance early in order to minimize risk.
• Utilizes financial systems to review actual vs. estimated contract cost, analyze risk assessment, and initiate any corrective measures required.
• Promote the development of new CSP opportunities through the conversion of install business activities.
• Proactively communicates with and seeks feedback from all customers. Seeks to continuously improve customer satisfaction. Seeks feedback through the Company Customer Survey process.
• Meets with customers on a regular basis to ensure that we are providing quality installations and meeting their individual needs.
• Work with other Convergint divisions and other Convergint CTC locations in order to provide integrated systems solutions including BAS, Security, and F&LS.
• Acts as “our customer’s best service provider” at all times thereby ensuring Convergint is the customer’s first choice for service.
• Performs other duties and responsibilities as requested or required.

WHAT YOU’LL NEED:

• Strong management skills related to Project Management
• Customer Focus – Maintaining awareness of and seeking to meet the needs and wants of the customer
• Excellent communication skills both oral and written
• Excellent leadership orientation – Actively seeks ways in which to act as a role model, guide, develop and mentor others within the Operations Department
• Strong team leadership, team building and facilitation skills
• Advanced adaptability – responds effectively to changes in situation or information
• Strong financial analytical skills including cost control
• Excellent Microsoft Outlook, Project, Excel, Word and Power Point skills
• Advanced initiative – engages in proactive behavior and looks for new project opportunities

REQUIREMENTS:

• Technical diploma and/or equivalent trade experience preferred.
• Diploma or Bachelor degree in Management desirable.
• Minimum three years of project management experience
• Minimum five years of experience in the technology and integration systems industry
• Minimum three years in a supervisory capacity

• Manages, oversees and coordinates all aspects of technical operations activities including, but not limited to, the following: operations planning, qualifying potential business, operational review of proposals (pre-bid) and bookings (turnover). Coaches, councils and trains the workforce to improve individual skills. Overall responsibility for customer satisfaction on all install and service accounts.
• Supervises colleagues (typically Security Project Supervisors, Security Service Supervisors, Managers, Technical Lead, and Technical Integration Specialists) in a manner that maintains morale, skills proficiency and productivity. Recruit and hire team members as required in conjunction with the HR Department. Managerial responsibilities include but are not limited to mentoring, coaching and developing colleagues; planning, assigning and directing work; performance management.
• Overall responsibility for execution of technical contracts – estimated cost vs. actual cost; review of contracts (CSPs and projects); labour resource planning, and invoice review.
• Identify potential project risks and develop/implement strategies to minimize impact and control deviations from estimated costs and project deadlines. Escalate any potential financial risk or slip, identified through the teams, to the appropriate senior leader.
• Assist sales team on technical project labour and material estimates in addition to service related proposals.
• Develops and implements strategies that improve execution and provide additional value to customers in a cost-effective manner.
• Seeks recommendations from all team members to identify sales opportunities through changes in scope of work, upsell recommendations, and service recommendations.
• Work with Project Managers and Account Managers to ensure quality control and customer satisfaction on all project and service accounts.
• Manage service installations and service work planning and coordination by supporting and/or setting schedules and identifying issues of non-performance early in order to minimize risk.
• Utilizes financial systems to review actual vs. estimated contract cost, analyze risk assessment, and initiate any corrective measures required.
• Promote the development of new CSP opportunities through the conversion of install business activities.
• Proactively communicates with and seeks feedback from all customers. Seeks to continuously improve customer satisfaction. Seeks feedback through the Company Customer Survey process.
• Meets with customers on a regular basis to ensure that we are providing quality installations and meeting their individual needs.
• Work with other Convergint divisions and other Convergint CTC locations in order to provide integrated systems solutions including BAS, Security, and F&LS.
• Acts as “our customer’s best service provider” at all times thereby ensuring Convergint is the customer’s first choice for service.
• Performs other duties and responsibilities as requested or required