Regional Service Manager

Pavion Connects and Protects by providing innovative fire, security, and communication integration solutions to customers across 70+ U.S. locations and 22 countries. We bring industry-leading expertise to clients in enterprise, healthcare, education, government, data center, and retail industries.

As a global leader, Pavion specializes in the design, installation, service, and maintenance of cutting-edge fire alarm systems, critical communications, video surveillance, access control, and advanced AV technologies. Our mission is to bring clarity and transformation to safety, security, and communication through integral technology and radical service.

With a commitment to safety, reliability, and operational excellence, Pavion ensures scalable, future-ready solutions tailored to meet and exceed our clients' needs. Learn more at www.pavion.com

Pavion and our family of companies are seeking a talented and motivated Regional Service Manager to join our security business unit.

Primary Responsibilities:

• Lead teams that perform intake, scheduling, service quoting, part ordering, tech coordination efforts
• Ensure high level of customer satisfaction through consistent and timely communication, through work order documentation, email, verbal and portal
• Drive Pavion service KPIs of mean time to repair (MTTR), Tech Productivity and same day resolution (SDR) and develop action plans to mitigate when performance is sub-par
• Fosters team collaboration and cross-training efforts to drive department efficiency

• Ensure on time completion of preventative maintenance and inspection tickets
• Work with field teams and third-party sub-contractors to meet staffing requirements.
• Drive On-time inspection KPI to ensure contractual obligations are met
• Identify, track and drive deficiency tickets

• Work with application engineers, application administrators and internal optimization team to improve the process and tools to improve and increase efficiency in all aspects of service delivery
• Partner with Pavion training teams to document, distribute and reinforce best practices in service coordination and field teams alike.
• Create synergy among departments in order to resolve material, billing and collection challenges
• Work with field leaders to identify skill gaps and/or resource gaps in field tech teams

• Develop staffing models to meet customer and field teams support needs
• Anticipate workload and volume changes and adjust staffing accordingly
• Develop models for load balancing and back up support
• Create an environment where team members continue to increase proficiency and learn new skills
• Engage with team members to help them meet their career goals by giving stretch assignments and exposure to other leaders and projects to expand their horizons.

• Effectively steward company resources with owner's mindset concerning labor and other service-related costs
• Drive T&M to meet budgeted revenue goals through process optimization, quality controls and KPI tracking
• Drive deficiency ticket completion for work completed by the service department

Basic Qualifications:

• Proficient in Microsoft Office Suite (Excel, Access, Word, PowerPoint, Outlook)
• Experience in relationship and client management
• Strategic thinker, experience problem solving and driving results
• Able to redirect and pivot based on changes in projects and tasks assigned
• Able to multi-task and work under tight deadlines
• Able to work in high pressure environments
• Excellent time management and organizational skills
• Able to travel as needed, up to 20% of time
• Able to coordinate multiple customer strategic needs and initiatives

• Bachelor's degree in business management, personnel management, project management or related
• Advances or Enterprise technical certifications on platforms and systems sold by Pavion

Disclaimer: This job description should not be construed to imply that these requirements are the exclusive standards of the position. Incumbents will follow any other instructions, and perform any other related duties, as may be required. The employer has the right to revise this job description at any time. The job description is not be construed as a contract for employment.

Pavion is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law.