Sr Service Manager

Alutiiq•Arlington, VA

About The Position

The International Maintenance Assistance Program (IMAP) Contract supports US Embassies OCONUS with preventative maintenance and repairs for a variety of technical disciplines, to include HVAC, Electrical, Power Generation, Roofing, Plumbing and more. Senior Service Managers lead one specific discipline within IMAP, which includes direct management of the Field Service Supervisors and indirect supervision of the associated Field Technicians. They also serve as the Subject Matter Expert (SME) in all technical matters related to their discipline. Primary/Major Duties and Responsibilities (Essential Functions): Responsible for staffing the teams within their technical field, including working with the Technical Deputy Program Manager, program recruiter, and Field Service Supervisors to identify, screen, and interview all new candidates. This also includes creating staffing plans for temporarily filling gaps that might result from any departures from the program, or other issues. Responsible for the performance of all technical teams within their discipline, to ensure that the SOW for their discipline is being executed to contract specifications during each visit. Reviews proposed modifications to the SOW for each visit with the COR to obtain approval. Verifies that all contract deliverables meet quality standards. Assists Technical Deputy Program Manager in developing standards and updating/creating SOWs for all teams within their technical discipline. Directly manages approximately 1-2 Field Service Supervisors within their discipline to ensure that they are meeting deadlines, properly managing their technical teams, and meeting all contractual requirements. Coordinate with the Logistics Manager to ensure proper parts/materials for their discipline are identified and procured. Coordinate with each Field Service Manager and Logistics Manager to ensure that all deployed technicians have required tools, equipment, and PPE to complete their assigned SOW. Coordinate with the Scheduling Manager to review the government provided work plan against historical data and ensure that the proper manpower and visit durations are provided for each visit. Review and resolve any workplan discrepancies with the COR. Communicate regularly with technicians, manufacturer representatives, and facility engineers to understand the wide variety of equipment employed at US Embassies and Consulates around the world. Quickly and precisely formulate repair options with deployed technicians and Field Service Supervisors, for all technical issues that fall within their discipline as a Subject Matter Expert (SME). Create/update standardized maintenance checklists and procedures for all maintenance tasks within their technical field, if needed. Oversee implementation and use of OBO’s Global Maintenance Management System (GMMS) for all teams within their discipline. Travel to overseas work locations as needed for the purposes of Quality Assurance oversight and program review. Conduct regular inspections of the field technicians and Field Service Supervisors within their discipline to ensure compliance with each Statement of Work (SOW). Identify unsatisfactory trends or repetitive discrepancies and present clear concise and appropriate recommendations to improve workflow or techniques that will enhance efficiency, quality and safety. Complete necessary inspection reports and documentation required to support findings. Make recommendations for improved program operations Maintain working knowledge of latest applicable safety/building codes and regulations within their field, to ensure all IMAP work complies Work with Technical Deputy Program Manager to review and maintain database of technician credentials, to ensure compliance with the contract. Work with Technical Deputy Program Manager and Field Service Supervisors to periodically review performance of IMAP technicians and develop/execute performance improvement plans for any individuals not meeting contract requirements. Deliverables may include: Timesheet Review and Approval Detailed Service Reports for every visit completed Bills of Materials for every visit completed with correct and complete information Annual Work Plan Performance Evaluations of Field Service Supervisors and Technicians Quality Inspection Reports Standard Operating Procedures Work Instructions

Requirements

Extensive experience with Microsoft Office Suite
Excellent oral and written communication skills
Experience with handling multiple concurrent workflows and meeting competing deadlines that may require quick turnaround.
Must have the physical ability to periodically travel overseas
Must already have or be able to obtain a DoD security clearance
Must be able to work on ladders, access rooftops and other hard to reach areas, and be able to lift and carry materials and tools weighing more than 25 lbs
Must be familiar with the requirements outlined by trade organizations relevant to their field, such as ASHRAE, ISA (111), OSHA, NFPA 70 (E), NEMA, OSHA and other safety regulations.
Level 1 – Must have bachelor’s degree from an accredited college or university; and a minimum of 7 years’ experience in design, renovation, or maintenance within their field of expertise (HVAC, Electrical, Generator, Facility Management, etc.) OR An associate’s degree from an accredited college or university; and a minimum of 10 years’ experience in design, renovation, or maintenance within their field of expertise (HVAC, Electrical, Generator, Facility Management, etc.) OR A Master’s Trade license or equivalent; and 15+ years’ experience in design, renovation, or maintenance within their field of expertise (HVAC, Electrical, Generator, Facility Management, etc.)
Level 2 – In addition to qualifying as a Level 1 Senior Service Manager, requires 1 year of experience on the IMAP Contract in a management position.

Responsibilities

Responsible for staffing the teams within their technical field, including working with the Technical Deputy Program Manager, program recruiter, and Field Service Supervisors to identify, screen, and interview all new candidates.
Responsible for the performance of all technical teams within their discipline, to ensure that the SOW for their discipline is being executed to contract specifications during each visit.
Reviews proposed modifications to the SOW for each visit with the COR to obtain approval.
Verifies that all contract deliverables meet quality standards.
Assists Technical Deputy Program Manager in developing standards and updating/creating SOWs for all teams within their technical discipline.
Directly manages approximately 1-2 Field Service Supervisors within their discipline to ensure that they are meeting deadlines, properly managing their technical teams, and meeting all contractual requirements.
Coordinate with the Logistics Manager to ensure proper parts/materials for their discipline are identified and procured.
Coordinate with each Field Service Manager and Logistics Manager to ensure that all deployed technicians have required tools, equipment, and PPE to complete their assigned SOW.
Coordinate with the Scheduling Manager to review the government provided work plan against historical data and ensure that the proper manpower and visit durations are provided for each visit.
Review and resolve any workplan discrepancies with the COR.
Communicate regularly with technicians, manufacturer representatives, and facility engineers to understand the wide variety of equipment employed at US Embassies and Consulates around the world.
Quickly and precisely formulate repair options with deployed technicians and Field Service Supervisors, for all technical issues that fall within their discipline as a Subject Matter Expert (SME).
Create/update standardized maintenance checklists and procedures for all maintenance tasks within their technical field, if needed.
Oversee implementation and use of OBO’s Global Maintenance Management System (GMMS) for all teams within their discipline.
Travel to overseas work locations as needed for the purposes of Quality Assurance oversight and program review.
Conduct regular inspections of the field technicians and Field Service Supervisors within their discipline to ensure compliance with each Statement of Work (SOW).
Identify unsatisfactory trends or repetitive discrepancies and present clear concise and appropriate recommendations to improve workflow or techniques that will enhance efficiency, quality and safety.
Complete necessary inspection reports and documentation required to support findings.
Make recommendations for improved program operations
Maintain working knowledge of latest applicable safety/building codes and regulations within their field, to ensure all IMAP work complies
Work with Technical Deputy Program Manager to review and maintain database of technician credentials, to ensure compliance with the contract.
Work with Technical Deputy Program Manager and Field Service Supervisors to periodically review performance of IMAP technicians and develop/execute performance improvement plans for any individuals not meeting contract requirements.