Regional Director of Operations

Position Title: Regional Director of Operations

Position Reports to: National Director, Security Systems

Version Date: March 2025

Job Code: TBD

Position Summary

The Regional Director of Operations is responsible for security system installation and servicing across Ontario and Western Canada for commercial clients. This role ensures projects are completed on time and to the highest quality standards. Responsibilities include leading and developing field technicians through structured training programs, managing customer satisfaction as the primary escalation point for service issues, and building a reliable network of subcontractors to support field operations.

Duties & Responsibilities

Service and Installation for Existing and New Commercial Customers

• Oversee the installation and servicing of security systems for new and existing commercial clients, ensuring timely completion and minimal disruption.
• Develop and implement standardized installation protocols to maintain consistency and quality across all projects.
• Troubleshoot complex installation issues on-site, coordinating with internal technical teams to provide quick resolutions.

Leadership

• Support and Provide Training Path for Field Technicians
  • Design and implement a structured onboarding and training program for new technicians, covering technical skills, safety, and customer service.
  • Provide ongoing coaching and development to enhance technical expertise and customer service skills.
• Assist with the Development of the Sales Team
  • Partner with the sales team to improve product knowledge and technical understanding to drive customer confidence and sales growth.

Manage Customer Satisfaction

• Act as the escalation point for customer issues, ensuring timely resolution and customer retention.
• Collaborate with internal teams to establish service standards and response times, ensuring consistent customer experiences.

Develop a Network of Installation Subcontractors

• Identify, vet, and onboard subcontractors to build a reliable network for supporting field installations.
• Negotiate contracts with subcontractors to ensure cost-effectiveness and high-quality service.
• Monitor subcontractor performance and compliance with company standards.

Manage Inventory, service vehicles and Job Profitability

• Serve as the subject matter expert (SME) and final approver for the technical scope and deliverables on high-value projects.
• Develop and monitor inventory levels to meet project needs without overstocking or delays.
• Ensure fleet vehicles for techs are maintained in good working order and maintenance is done per schedule. Promote safe driving habits, ensure all drivers follow the speed limits and keep their project a professional image by keeping the vehicle clean.
• Implement job cost tracking and profitability analysis to identify cost-saving opportunities.

Ensure Field Efficiency and Grow Profitability

• Develop and track key performance indicators (KPIs) for field efficiency, including installation time, service call resolution, and customer satisfaction.
• Collaborate with the sales team to identify and support opportunities to grow orders and improve profitability.

Qualifications

• Bachelor’s degree in a related field from an accredited college or university
• 5+ years of experience relating to the above-described duties
• 5+ years of experience as a manager in the Electronic Security or Fire and life safety

Working Conditions

• Office Environment
• On Site
• local travel is required with periodic travel in other regions in Canada
• Flexibility in schedule

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