Team Manager Existing Customer Operations

ADT • Norwood, MA

1d

About The Position

An ADT Team Manager supporting the Existing Customer channel is responsible for assigning and coordinating the people and materials needed to complete installation and service work promptly and fully within an assigned territory. The manager plans, implements, and oversees activities supporting the existing-customer workforce for a designated district and serves as a key liaison between the district service workforce and Corporate Service.

The role includes managing workforce performance and training, developing cost-efficient service plans that support targeted sales growth and market-share goals, and working with the General Manager to meet profitability goals. The Team Manager helps maintain consistent, timely, high-quality installation and service to support customer retention, while recruiting, hiring, training, motivating, and coaching an effective workforce. The role also tracks installation and service activity and individual results.

Requirements

• Associate degree or equivalent related experience.
• Three to five years of related industry experience in a high-volume, high-impact operation.
• Experience calculating the economic impact of offerings on a customer’s business and building value cases for customers.
• Ability to handle multiple challenges, prioritize responsibilities, and effectively lead a team.
• Solid business skills and the ability to think and act strategically.
• Proven management skills, including the ability to train, develop, and motivate others.
• Strong written and verbal communication skills.
• Intermediate to advanced computer skills in Microsoft Windows.

Responsibilities

• Plan, implement, and manage service workforce activities, ensuring employees are familiar with and trained in product installation and service skills.
• Develop a sound business plan for cost-efficient service that supports targeted sales growth and established market-share targets.
• Work with the General Manager to meet profitability goals.
• Conduct meetings monthly or quarterly.
• Communicate current installation and service policies, procedures, and techniques, as well as equipment demonstrations, new products and services, sales promotions, and area advertising.
• Assist the sales force by developing low installation costs and suggesting appropriate, varied system applications.
• Serve as the primary contact for the district installation and service workforce, providing input and feedback to Corporate Installation and Service.
• Ensure consistency in field installation and service activities.
• Maintain high-quality, timely installation and service to support maximum customer retention.
• Recruit, hire, train, motivate, and coach an effective installation and service workforce.
• Track and record daily, monthly, and quarterly installation and service activity, including individual installers’ efforts and results.

Benefits

• Healthcare benefits
• 401(k) plan with company match
• Short-term and long-term disability coverage
• Life insurance
• Wellbeing benefits
• Paid time off, with accrual of up to 120 hours in the first year and an increased accrual rate after the first year
• Six paid holidays
• Quarterly bonus
• Fixed and variable auto reimbursement

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: Associate degree