Job Details

ZMANA Smart Security Solutions is looking for a Security Alarm Installation Field Manager you'll lead, develop, and support a team of Field Service Professionals to deliver world-class customer service with a strong focus on Alarm.com products. This role involves coaching, training, and ensuring quality, timely installations according to Zmana and industry standards.

Key Responsibilities

• Recruit and Train: Hire and onboard top talent, ensuring new hires are well-versed in customer engagement, Alarm.com products, and installation best practices.
• Team Development: Provide ongoing training and coaching to improve team skills and performance, ensuring high service standards and growth potential.
• Performance Management: Set and track key performance indicators (KPIs), conduct regular performance reviews, and offer actionable feedback.
• Customer Satisfaction: Actively review customer feedback, address escalated issues, and drive improvements to maintain high satisfaction levels.
• Technical Guidance: Guide professionals on complex installations, troubleshooting, and advanced features of Alarm.com products and network configurations.
• Collaboration: Coordinate with scheduling, sales, and support teams to optimize customer experience and minimize rescheduling or service delays.
• Documentation and Compliance: Ensure accurate, timely completion of paperwork (work orders, contracts) and enforce adherence to all company policies.
• Inventory Management: Maintain adequate stock of Zmana and Alarm.com products, oversee inventory control, and manage equipment according to policy.
• Safety and Quality Assurance: Uphold high safety standards to prevent injuries and property damage, regularly inspecting practices and installations for quality.
• Reporting and Communication: Provide regular updates on team performance, project progress, and any significant issues to regional and corporate management.
• Customer Assistance: Step in to cover high-priority appointments when necessary to maintain customer satisfaction and timely service delivery.

• Networking Knowledge: Strong understanding of networking fundamentals, including IP configuration, Wi-Fi setup, and troubleshooting of network connectivity issues in residential and commercial settings. Experience with common networking tools, router configurations, and securing networked devices is a significant plus, especially in relation to smart home and IoT device installations.
• Alarm.com Platform: Proficiency with Alarm.com products and services, including setup, troubleshooting, and configuration to ensure optimal performance.
• Salesforce CRM: Experience using Salesforce for tracking customer interactions, managing service records, and streamlining workflows within the team.
• PandaDocs: Familiarity with PandaDocs for efficient documentation and contract management, ensuring all paperwork is completed and accessible.