Service Manager

DESCRIPTION

BearCom is the largest value-added distributor of wireless, voice, data and video solutions that boost operating efficiency and increase safety. The company is currently in a high-growth phase and building a team of people who share core values of positivity, exceptional work ethic and a commitment to working hard in order to get the job done. Through partnerships with Motorola, Avtec, SMART PTT, Avigilon, and the like, BearCom services the mission-critical communications needs of its sophisticated customer base. With nearly forty years in the industry and a reputation for technical expertise and the ability to offer customized solutions, BearCom delivers a variety of communication applications across a diverse mix of over 75 end markets in the US and Canada. BearCom's ability to create tailored solutions for its extensive base of over 20,000 active customers allows them to enjoy relationships with the Fortune 100 to small municipalities. BearCom’s headquarters and distribution center are in Dallas, TX and the company is currently partnered with the industry-renowned Private Equity sponsor Bertram Funds out of San Mateo, California.

As the Service Manager, you will be responsible for managing a technician team. The technical services team consists of technicians and installers with varying level of competencies. This position requires extensive interaction with multiple customer organizations in both commercial and public safety market segments, product vendors and manufacturers, and with senior management of the company.

The successful candidate must have strong interpersonal skills, ability to manage a complex program environment and provide leadership to an extremely diverse team. The branch technical team has significant potential for expansion and growth which will be driven by incremental business opportunities. The team leader must have the ability and willingness to develop new approaches for satisfying the customer’s requirements that are technically superior and efficient.

As part of the responsibility, the candidate must have the skills and willingness to personally perform equipment installations at customer sites, troubleshoot and repair equipment, and have a solid understanding of all component level repairs on radios and LMR equipment. A preferred candidate will have a solid understanding of Radio infrastructure systems and video camera installations as well as a good understanding of computer networking and WiFi design and implementation. This person will participate in the development of the “SOW” and Bill of Materials pricing metrics in support of the proposal process. Overall the selected candidate will provide leadership to the branch technical staff and liaise between sales and technical staff.

RESPONSIBILITIES

• Direct all phases of technical and service programs from inception through completion.
• Participate in customer site walks with the sales organization to determine optimum systems and network design, antenna location, etc. to satisfy the customer requirements.
• Work directly with Motorola Service team members and directly with customers and prospects to seek, design, propose and secure yearly and multi-year service contracts and “man-on-site” contracts.
• Coordinate recruitment and hiring of technical staff.
• Assign training programs to personnel, deliver personnel performance assessments, work assignments, salary, and recognition/disciplinary actions. Assume responsibility for the cost, scheduling and technical performance of company programs or subsystems of major programs.
• Participate in the negotiation of customer contract and contract changes.

QUALIFICATIONS

• 5 years of experience in technical / service management in the wireless industry, or similar experience.
• Leadership experience.
• Experience in developing, qualifying, and directing new business opportunities through customer interface and requirements gathering process.
• Knowledge of, and experience with a network of vendor resources.
• Management of Sales Engineers and complex project implementations.
• Must have a valid driver's license and proof of insurance.
• Drug screenings and background checks are part of the hiring process, which may include a Motor Vehicle Record check.

BearCom offers competitive compensation to all of its employees as well as comprehensive benefits which include: Medical, Dental, Vision, 401k, Paid-Time-Off, Holiday pay and much more.

BearCom is proud to be an equal opportunity workplace free from discrimination and harassment. We seek to recruit and retain the most talented people from a diverse candidate pool and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other disability protected by law. All employment is decided based upon qualifications, merit and business need.