Customer Solutions Project Manager

Job Description

Qualifications

• 1 or more Years Project Management Experience
• Associates Degree or higher (if experienced degree requirement is waived)
• Conceptual knowledge in the following areas:
  • Access Control / Power Door / Gates / CCTV / Intercom / Physical (Environmental) Security / Security Architecture and Design
• Must be able to work well with all levels of personnel whether individually or in a team environment
• Attention to detail in all forms of communication
• Possess fluent knowledge of office technology platforms
• Strong Innovative, Motivational, and Proactive Personality
• Strong verbal and written communications skills
• Must have strong financial skills
• Must be able to prioritize in a fast-paced working environment
• Does not forget small details and never leaves an issue unaddressed

Additional Information

• Serves existing accounts by analyzing work orders; investigating complaints; resolving problems
• Provides primary administrative supervision for Projects, Service calls and SSAs (Service Support Agreements)
• Work closely with internal staff to achieve goals/objective, as well as all others especially the Managed Services Technician Supervisor and Managed Services Technicians.
• Responsible for ordering and tracking Material and equipment of assigned installations, service calls and SSAs
• Work in conjunction with Customer Solutions Financial Coordinator for tracking financials and executing progress and finalized billing on assigned installations, service calls and SSAs
• Responsible for briefing resource scheduler daily to ensure resources are allocated for the maximum revenue and customer satisfaction.
  • Assist in all resource scheduling for service and projects as needed
• Communicate w/client before, during, after Project / Service call / SSA. Continue to maintain client communication to help build and maintain a relationship. Working closely with the Account Manager.
• Review and communicate with client on invoice questions
• Develop an internal project schedule and ensure technicians execute to plan
• Develop and complete all required reports for select customers monthly billing
• Compliance with Government, OSHA, ICRA, HIPAA and other required regulations as relates to all personnel and work in your area of responsibility
• Maintains rapport with customers by examining complaints
  • Work with internal team (Account Manager/Design Engineer) to identify solutions and/or system improvements
• Updates job knowledge by participating in educational opportunities by reading professional publications
• Ensure all client service calls are executed and promptly updated and/or closed in the Dispatch system.
• Ensure that client documentation is kept updated and confidential.
• Follow up with Managed Services Technician Supervisor to ensure QC check is completed on Projects and Service.
• Provide insight to the sales team when it is determined that a client is in need for further assistance/products that M3T is offering.
• Make your clients think you are invaluable
• Earn the respect of all your colleagues at M3T
• Make us money by delivering on schedule/budget projects.
• Do what you say you will do when you say you will do it – always
• Be a transparent professional, helpful to all you engage with

• Foster positive customer experiences
• Learn to sell by gaining the trust of others.
• Conduct behaviors to assist customers with avenues/ways that we can assist them
• Conduct customer surveys to guarantee the satisfaction of the end user experience
• Start a conversation, then listen

• Trust
• High quality
• High moral principles
• High expectations
• Promptness and accuracy
• Selfless sense of duty
• Demand excellence of self and others
• Accountability – for successes and failures
• Abundant mentality towards life
• Innovation and experimentation
• Familial responsibilities

• Making sure safety regulations are followed, and safety targets are met
• High degree of ethics, honest in every way with all things
• Adhere to Company Policies and Procedures
• Held accountable to abide by Rules and Guidelines of Company Handbook
• Represent the company in a professional manner in and outside the office.
• Exercise tact and operate with confidentiality in and outside the office.
• Seek out responsibility and tasks – do not wait to be directed
• Must be honest with one’s abilities to know when to ask for help or clarification

• Achieve and Maintain full confidence and trust of your colleagues, your supervisor and company leadership.
• Pulse and satisfaction of customers
• Provide terrific internal and external client service.
• Pulse and morale of staff
• Retain, train, guide and grow your staff
• Nurture others in all you do.
• Cross communicates
• Become a trusted and respected member of the M3T team
• Achieve near and long term objectives
• Think strategically – act timely and decisively.