Customer Solutions Project Manager - Mechanicsburg - job 635523

M3T CORPORATION

Date: 02/22/2021

City: Mechanicsburg, Pennsylvania

Employment type: Full-time

Company Description




M3T Corporation is a veteran-owned small business (VOSB) with offices in Pennsylvania, Virginia, and Delaware. We are focused on providing our clients with professional security consulting, solution design, and implementation both in the physical and cyber security realms. Our primary operating area includes Pennsylvania, Maryland, Delaware, Virginia and West Virginia. We also service select clientele outside this core region.


 




Job Description




ROLE SUMMARY: The Project Manager (PM) is a front-line employee with direct customer contact; and is a valued, essential element of M3T success. People skills are vital for effective customer relationship management and decision-making. Strong communication, great attention to detail and organization skills are vital for successfully working with technicians, clients, and in house staff. In addition to people & communication skills, the ability to be proactive, identify areas of opportunity for improved efficiency, as well as strong customer service skills will be needed for a successful PM. 


 




Qualifications




EXPERIENCE / EDUCATION / KEY TRAITS:



  • 1 or more Years Project Management Experience

  • Associates Degree or higher (*if experienced degree requirement is waived)

  • Conceptual knowledge in the following areas:
    • Access Control / Power Door / Gates / CCTV / Intercom / Physical (Environmental) Security / Security Architecture and Design


  • Must be able to work well with all levels of personnel whether individually or in a team environment

  • Attention to detail in all forms of communication

  • Possess fluent knowledge of office technology platforms

  • Strong Innovative, Motivational, and Proactive Personality

  • Strong verbal and written communications skills

  • Must have strong financial skills

  • Must be able to prioritize in a fast-paced working environment

  • Does not forget small details and never leaves an issue unaddressed




Additional Information




PRINCIPAL ACCOUNTABILITIES:



  • Serves existing accounts by analyzing work orders; investigating complaints; resolving problems

  • Provides primary administrative supervision for Projects, Service calls and SSAs (Service Support Agreements)

  • Work closely with internal staff to achieve goals/objective, as well as all others especially the Managed Services Technician Supervisor and Managed Services Technicians.

  • Responsible for ordering and tracking Material and equipment of assigned installations, service calls and SSAs

  • Work in conjunction with Customer Solutions Financial Coordinator for tracking financials and executing progress and finalized billing on assigned installations, service calls and SSAs

  • Responsible for briefing resource scheduler daily to ensure resources are allocated for the maximum revenue and customer satisfaction.

  • Assist in all resource scheduling for service and projects as needed

  • Communicate w/client before, during, after Project / Service call / SSA.  Continue to maintain client communication to help build and maintain a relationship.  Working closely with the Account Manager. 

  • Review and communicate with client on invoice questions

  • Develop an internal project schedule and ensure technicians execute to plan

  • Develop and complete all required reports for select customers monthly billing

  • Compliance with Government, OSHA, ICRA, HIPAA and other required regulations as relates to all personnel and work in your area of responsibility

  • Maintains rapport with customers by examining complaints

  • Work with internal team (Account Manager/Design Engineer) to identify solutions and/or system improvements

  • Updates job knowledge by participating in educational opportunities by reading professional publications

  • Ensure all client service calls are executed and promptly updated and/or closed in the Dispatch system.

  • Ensure that client documentation is kept updated and confidential.

  • Follow up with Managed Services Technician Supervisor to ensure QC check is completed on Projects and Service. 

  • Provide insight to the sales team when it is determined that a client is in need for further assistance/products that M3T is offering.

  • Make your clients think you are invaluable

  • Earn the respect of all your colleagues at M3T

  • Make us money by delivering on schedule/budget projects.

  • Do what you say you will do when you say you will do it – always

  • Be a transparent professional, helpful to all you engage with


SALES AND GOALS:



  • Foster positive customer experiences

  • Learn to sell by gaining the trust of others.

  • Conduct behaviors to assist customers with avenues/ways that we can assist them

  • Conduct customer surveys to guarantee the satisfaction of the end user experience

  • tart a conversation, then listen


 


Essential Values of M3T:



  • Trust

  • High quality

  • High moral principles

  • High expectations

  • Promptness and accuracy

  • Selfless sense of duty

  • Demand excellence of self and others

  • Accountability – for successes and failures

  • Abundant mentality towards life

  • Innovation and experimentation

  • Familial responsibilities


 


COMPANY EXPECTATIONS:



  • Making sure safety regulations are followed, and safety targets are met

  • High degree of ethics, honest in every way with all things

  • Adhere to Company Policies and Procedures

  • Held accountable to abide by Rules and Guidelines of Company Handbook

  • Represent the company in a professional manner in and outside the office.

  • Exercise tact and operate with confidentiality in and outside the office.

  • Seek out responsibility and tasks – do not wait to be directed

  • Must be honest with one’s abilities to know when to ask for help or clarification


 


KEYS TO SUCCESS:



  • Achieve and Maintain full confidence and trust of your colleagues, your supervisor and company leadership. 

  • Pulse and satisfaction of customers

  • Provide terrific internal and external client service.

  • Pulse and morale of staff

  • Retain, train, guide and grow your staff

  • Nurture others in all you do.

  • Cross communicates

  • Become a trusted  and respected member of the M3T team

  • Achieve near and long term objectives

  • Think strategically – act timely and decisively.





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