Engineering Services Manager

Position Summary:

The Engineering Services Manager will be responsible for running the services team for their respective geographical region/practice area. This role will have 3 main areas of focus; implementation, presales, and managing the team. This role is instrumental in helping to drive sales and charge hours and promote growth in engineering in their geographical region/practice area.

Roles and Responsibilities/ Essential Functions:

• Respond to service escalations the same day and be the final decision in Engineer deployment to ensure customer demands are met by working with Service and Engineering Leadership and to find necessary resources as needed.
• Drive customer pipeline and be the liaison between the Sales and Service teams.
• Create an environment that allows individual Team Member to have the support and resources necessary to succeed in the role. This will be measured through items such as team engagement scores and team attrition.
• Review Engineering write offs and maintain less than 2% of hours are written off annually (equivalent to one week).
• Work with the other Engineering Service Managers and the Directors of Engineering to establish and maintain procedures and documentation. Develop standard operating procedures for the Engineering teams’ interaction with other departments (sales, project management, service, etc.).
• Approve and manage the distribution and maintenance of required certifications for vendor partnership level and the continuing education of assigned team.
• Align training and professional development for Team Members to balance skills and overall workload, as well as work with the service department to minimize travel.
• Participate in the interview process and provide insight on hiring decisions.
• Create and manage development career plans and education goals for Engineers, including mentoring college Interns or recent college graduates.
• Be a key leader in the bi-weekly Leadership conference call by utilizing insight from respective teams and using this insight to forecast skill set and recruiting needs.
• Participate in regional sales calls (if held) with local offices to understand what is coming down the sales pipeline. Ensure that pre-sales are on track and/or that everything is up to date on any Engineering changes that are occurring within these projects.
• Communicate and ensure proper standardized use of company systems and procedures.
• Identify position moves/adds/changes and facilitate communications between Human Resources/Recruiting and Engineering Supervisors/Managers. Evaluate Team Member performance and address any issues, in conjunction with Human Resources.
• Compile and deliver annual and quarterly reviews of Engineering Team to ensure continued growth of educational goals.
• Maintain technical certifications in areas of technical expertise.

Competencies:

• Accountability - Ability to accept responsibility and account for his\her actions
• Adaptability - Ability to fit into a changing environment
• Ambition - Extent that an individual demonstrates drive and initiative in seeking personal advancement or recognition
• Coaching and Development- Coaching and development looks at the ability of an individual to provide guidance and feedback to heap others strengthen specific knowledge/skills areas needed to accomplish a task or solve a problem
• Decision Making - Selecting an effective course of action while controlling resources and expenditures
• Delegating Responsibility- Delegating responsibility looks at the ability of an individual to allocate authority and/or task responsibility to appropriate people to maximize the organization’s and individuals’ effectiveness
• Detail Orientated - Ability of an individual to pay meticulous attention to all aspects of a situation or task, no matter how small or seemingly unimportant
• Ethical - Ability to be guided by the company’s accepted principles of moral conduct
• Leadership- Leadership skills looks at how well the individual motivates and guides others to ensure performance in accordance with clear expectations and goals. It involves attracting, supporting, developing, and retaining a talented and diverse workforce
• Motivation- Motivational skills looks at the ability of the individual to inspire and encourage others to reach a goal
• Organized - Ability of an individual to be structured and methodical in working skills
• Persistence - Ability to continue in a course of action in the face of adversity
• Technical Aptitude - Ability to relate to topics which require and understanding or specialized knowledge

Required Experience:

•  5+ years in a technical related field

Preferred Experience:

• 6-8 years in a technical related field
• 4+ years’ experience working as a Consultant
• 3+ years working in a leadership role

Required Skills, Education and/ or Certifications:

• Bachelor’s Degree or equivalent experience
• CCNP, CCDP, CCIE, ACMP, ACCP, ACCX, ACEAP, VCP, MCA or equivalent level certifications either Systems or Network related
• Experience designing and architecting network or systems based solutions.
• An Engineering Services Manager will either have a Network or Systems focus. Any combination of the below skills would be sufficient.
• Installing and supporting Cisco or HP/Aruba network switching and routing products.
• IOS, IOS-XR, NX-OS Experience/Best Practices.
• Routing Protocols—OSPF, EIGRP, BGP, L2 / L3 Architecture and Design Multicast, QoS.
• Designing, Installing, and supporting Cisco, HPE, or Dell servers.
• Designing, installing, and supporting HPE, Dell, or Pure storage.
• Designing, Installing, and supporting hyperconverged infrastructure.
• Designing, installing, and supporting Microsoft enterprise and cloud products.
• Cisco Nexus technologies such as VDC, vPC, VXLAN, etc.

Preferred Skills, Education and/ or Certifications:

• At least two or more Professional level certifications
• CCNP-DC, VCP, MSE
• Designing, Installing, and supporting Cisco, HPE, or Dell servers
• Designing, installing, and supporting HPE, Dell, or Pure storage
• Designing, Installing, and supporting hyperconverged infrastructure
• Designing, installing, and supporting Microsoft enterprise and cloud products.
• Cisco Nexus technologies such as VDC, vPC, VXLAN, etc.
• Data Center / Core design, configuration, and implementation utilizing Cisco Nexus Architecture (9K, 7K, 6K, 5K, 3K, 2K, 1000V).
• Software Defined Networking (SDA, SD-WAN)
• Familiarity or experience with:
• Cisco (UCS, Nexus)
• HPE Nimble
• HPE Simplivity
• HPE Proliant
• Dell Poweredge
• Nutanix
• Pure Storage
• Microsoft Exchange
• Microsoft Azure
• Microsoft Active Directory

Equal Opportunity Employer - Including Disabled and Veterans

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