Commercial O&M Technician Manager

Technician Manager - Job Description

Position Title: Technician Manager [Region] USCI

Job Classification: Field Operations Management

Hiring Range

FLSA Status: Exempt (some time in field)

Provisional Period: 3 Months

Department: DG - USCI

Assignment Category: Regular, Full-Time, Salaried

Region: [Region]

Job Type: Manager

Percent of Effort: 100%

Job Description Summary: The Technician Manager USCI (TM) is responsible for supporting and managing technician's training, evaluation and growth within the assigned region to bolster regional processes. The TM will support and assist the Regional Operations Manager (RM) to perpetuate the refinement of regional operations and technician performance. The role is to foster growth of Level 1 and Level 2 technicians in order to develop into Level 3 technicians by training and constructive feedback. Daily assessments of the technicians are accomplished by reviewing field reports and highlighting strengths and areas needing improvement. Facilitate the process of onboarding new technicians and providing technicians with proper resources to complete jobs assigned. Coordinate with Environment, Health & Safety (EHS) on any safety trainings, PPE Requirements and incident reporting with technicians. Support Technician Manager and administer technical support with technicians on site as needed. Other duties as assigned.

Comparable Positions: Technician Manager Residential

Job Duties

Key Accountability: Provide Technical Support

Duty Statements: Maintain close communications with lower experienced technicians to provide guidance and mentorship on resolutions when advice and direction is needed in the field. Motivate learning lessons and lessen repetition of the provided guidance. Prepare technicians for success in order to lessen the needs for technical support.

Percentage of Time: 50%

Key Accountability: Grading Field Reports

Duty Statements: Review that each field report is completed and submitted within 24hrs from scheduled end date/time of dispatch. Evaluate each field report for efficiencies in work performed, report details, technician pairings, technical aptitude, and scope of work completion.

Percentage of Time: 20%

Key Accountability: Evaluate Technician Progress

Duty Statements: Strategize the progression of technicians to guarantee their growth in progression of technician level. Provide as needed daily/weekly/monthly/quarterly/annual feedback to the technician and Regional Manager. Generate constructive feedback to the technicians to facilitate the path of progression. Assess technicians properly to authorize timely promotions and solidify the technical expertise in the region.

Percentage of Time: 15%

Key Accountability: Coordinate Training Requirements

Duty Statements: Coordinate technical course specific trainings for technicians through training services. Identify safety re-training needs and consult with EHS to see the training is completed.

Percentage of Time: 10%

Key Accountability: Facilitate Onboarding

Duty Statements: Prepare new hires with their tools, PPE, trainings, and vehicle. All central services are to be coordinated for assistance in onboarding. Recruit new technicians with the guidance of the Regional Manager.

Percentage of Time: 5%

Performance Standards

Key Accountability: Grading Field Reports

Duty Statements: Review each field report for completionEvaluate efficiencies in work performanceAssess technician pairingsObserve level of technical aptitudeValidate scope of work completion

Performance Standards: Review of field reports require full understanding of the scope of work and the required deliverablesMust be experienced to find inefficiencies in work performance and be able to relay improvement strategiesAbility to have high level of technical aptitude to teach technicians' when more skills are neededKnowledge of field reporting app(s) and work order management system is imperative

Key Accountability: Provide Technical Support

Duty Statements: Maintain close communications with all techniciansProvide guidance and resolutionsProvide technical advice and directionMotivate learning lessonsPrepare technicians for success

Performance Standards: Must be available to answer phone calls/texts/emails from technicians as much as possibleAbility to work well with technicians is essentialKnowledge of company services offered is required to be at a high level of expertise

Key Accountability: Evaluate Technician Progress

Duty Statements: Strategize the progression of techniciansProvide constant feedback to the technicianFacilitate the path of progressionAssess technicians

Performance Standards: Must understand how to track progression with HRAbility to speak well and improve the technician's performanceMust be proactive to provide timely feedbackBe able to compose clear written messages to describe evaluations

Key Accountability: Coordinate Training Requirements

Duty Statements: Coordinate technical course specific trainingsIdentify safety re-training needsConsult with EHS to see the training is completed.

Performance Standards: Must have an advanced understandings of the training offeringsIt is imperative that safety trainings are completed by Technician Manager to understand the expectationsMust be an advocate for EHS

Key Accountability: Facilitate Onboarding

Duty Statements: Prepare new hires with their tools, PPE, trainings, and vehicleCoordinate assistance in onboardingRecruit new technicians

Performance Standards: Strong understanding of what technicians require when hiredExperience with reviewing resumes and evaluating experiencesKnowledge of the interview and recruitment process

Key Performance Indicators

General Margin (GM) per Technician: 20% - 28% - 35%

Time from Scheduled End Date to Technician Work Completed Date: 3 Days - 2 Days - 1 Day

Average Time from Complete WO to Billing Review/RM Reviewed: 5 Days - 3 Days - 2 Days

Percentage of number of WO's Reschedule to Completed: 70% - 80% - 90%

Revenue Amount per tech per week: $2K - $3K - $4K

Job Factors

Minimum Education Level Required: High School Diploma

Minimum Experience Level Required: Seven Years of relevant field technical experience

Amount of Supervision Received: The incumbent reports to the Regional Operations Manager. After initial orientation, the incumbent will be given general direction from the Regional Operations Manager but is expected to perform duties and responsibilities independently.

Analytical Skill Required: This job requires great communication skills as being personable and providing constructive feedback are an essential element to this position. Must be organized with tracking technicians' progress and needs.

Impact of Actions Carried by this Position: Poorly executed recommendations or favoritism results in an unbalanced work force and negatively effects the morale of the technicians.

BOTH the diversity and complexity of the supervision exercised: This position is responsible for supervising and training Level 1 and Level 2 technicians

The scope of the human resources impact of this position: Occasionally responsible for interviewing prospective candidates, providing input for promotions, and working with the Regional Operations Manager during the hiring process.

BOTH the level and nature of the INTERNAL contacts: The incumbent has regular contact with senior level operations staff and other colleagues such as supply chain, planning and scheduling, EHS, and administrators.

BOTH the level and nature of the EXTERNAL contacts: External contacts include vendors and customers.

US: Diversity Statement Equal Employment Opportunity

It is NovaSource's policy to provide equal employment opportunity to all applicants and employees. NovaSource disapproves of, and will not tolerate, unlawful discrimination against any applicant or employee because of race, color, national origin or ancestry, gender (including pregnancy, childbirth, or related medical conditions), gender identity, age, religion, disability, family care status, veteran status, marital status, sexual orientation, or any other basis protected by local, state or federal laws.