NAS Service Supervisor

Company Overview:

The next generation of ADT Commercial is here. At Everon, we truly believe that our people are the difference - for our organization, the customers we serve and the communities we protect. When you're a part of Everon, you'll have the opportunity to be a part of that difference every day. With more than 100 locations, a deep national presence, and comprehensive portfolio of solutions and services, our employees are always poised for career advancement and growth. For more information, visit www.everonsolutions.com or follow us on LinkedIn.

Position Summary:

Management of all maintenance and inspections for National Account burglar, fire alarm, card access, and CCTV Systems. Manages the development and implementation of NAS strategies to ensure target levels of customer delivery. Will manage the process(s), reporting, and resolution of escalated issues to ensure customer satisfaction in accordance with NAS performance standards including but not limited to service/inspection backlog, service in standard %, & inspection completion %.

Essential Duties and Responsibilities:

To perform this job successfully, the NAS Service Supervisor may be expected to perform the duties listed and other duties as assigned:

• Insures the highest levels of customer satisfaction based on the performance targets.
• Work with NAROM & branch personal to support Service in-standard target for backlog.
• Acknowledge, implement, and enforce all ADT/P1 policies and procedures.
• Maintain an on-going library of technical manuals.
• Submit accurate and timely documentation (data entry information, PTO, payroll, etc.)
• Attend classroom and field training as required.
• Maintain staff of qualified personnel by training and/or hiring skill sets necessary to service the products and services offered to our customers.
• Maintain high quality of service standard by minimizing repeat service calls.
• Maximize productivity through proper supervision, effective training, and optimal tasking.
• Comply with and hold your team accountable for ADT/P1 attendance policies.
• Work with branches to ensure appropriate inventory stock supplies/tools/equipment.
• Assist with troubleshooting & repair of advanced systems-provide direction to branch as applicable.
• Direct daily work assignment of others on projects assigned.
• Ensure compliance with all local codes and manufacturer specification.
• Supervise service technicians and subcontractors.
• Prepares and delivers performance reviews.
• Supervise multiple projects simultaneously.
• Must have working knowledge of local and national codes including NFPA and NEC.
• Must have working knowledge of alarm systems including basic knowledge of Commercial Fire Systems, CCTV, Intercom, and Card Access Systems.

Supervisory Responsibilities:

• This job supervises NAS Service personnel and Subcontractors both local and remote.
• Carry out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees as well as planning, assigning, directing work, appraising performance, rewarding, disciplining employees, addressing complaints and resolving problems. Direct workflow and assign action items to representatives

Knowledge:

• Knowledge of and proficient in using Computer and Microsoft Office applications (Word, Excel, Access, Outlook), and Internet, Mastermind, inventory, and order entry system
• Knowledge of Company policies, procedures, guidelines, and practices
• High degree of inspection knowledge as it pertains to life safety system and local code requirements

Skills:

• Must have leadership skills to direct labor resources including NAS Service & remote technicians.
• Must have organizational skills for projects from the design stage through to completion.
• Excellent time management, planning and forward-thinking skills.
• Self-motivated and a professional attitude.
• Excellent communication, listening, and presentation skills.
• Excellent teambuilding, customer service, and interpersonal skills.
• Must possess good decision-making skills, be very organized, and detail oriented.

Abilities:

• Ability to use discretion and problem analysis.
• Ability to work effectively with others.
• Ability to work as part of a dynamic team and be flexible.
• Ability and willingness to make key contributions to the growth of the business.
• Ability to respond to common inquiries or complaints from customers, regulatory agencies, or members of the business community.
• Ability to calculate figures and amounts as it applies to customer pricing, spreadsheets, etc.
• Ability to apply concepts of basic algebra.
• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
• Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form
• Ability to read and comprehend simple instructions, short correspondence, and memos.
• Ability to write simple correspondence.
• Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.
• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, percentages, and decimals.
• Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
• Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.
• Must have organizational ability to manage multiple projects.

Physical Demands:

• While performing the duties of this job, the employee is regularly required to sit and twist; use hands to handle, push, pull or feel; reach with hands and arms; and talk or hear. The employee is frequently required to stand and walk.
• Specific vision abilities required by this job include close vision, distance vision, color vision and ability to adjust focus.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Work Environment:

• The noise level in the work environment is often moderate to loud.

Minimum Qualifications:

• High School Diploma or General Education Degree (GED) and one to three years' experience in the alarm industry and two to three years supervisory or managerial experience.
• Associates degree from a college or university preferred and one year related experience and/or training; or equivalent combination of education and experience.
• High degree of knowledge of standards/practices and panels commonly used in the alarm industry.
• PC management experience

Certificates, Licenses, Registrations:

• Appropriate local/state licensing as required.
• NICET Level II or equivalent certification preferred
• Valid Driver's License required

ADT Commercial LLC is an Equal Employment Opportunity (EEO) employer. We are committed to having a diverse and inclusive workforce and do our best to foster a culture and environment where every employee feels valued. Our goal is to serve our customers and help save lives. We can achieve this goal when we have the best talent working in an environment where employees feel included and recognized. Visit us online at jobs.adt.com to learn more.

ADT Commercial is an Equal Opportunity/Affirmative Action employer. We provide equal employment opportunities to applicants and existing employees and evaluate qualified candidates without regard to race, gender, national origin, ancestry, age, color, religion, marital status, genetic information, sexual orientation, gender identity, gender expression, sex (including pregnancy, breastfeeding, and related medical conditions), mental or physical disability, medical condition, military and veteran status, or any other status or condition protected by law. View the EEO poster here. View the Pay Transparency Nondiscrimination Provision here. View the E-Verify Posting here.

ADT Commercial is committed to providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability to search and apply for a career opportunity, please send an e-mail to commercialrecruiting@adt.com and let us know your contact information and the nature of your request.