Title: Sign Service and Installation Manager
JOB PURPOSE AND REPORTING STRUCTURE: Under the direction of the Owner of Signs for San Diego, the Sign Service and Installation Manager is responsible for supervising service and installs. This means responsibility over all aspects of each “project’ through completion and the responsibility to schedule these “projects” overall. Doing this reasonably, safely, and profitably. You use the production floor output, the design/permitting and sales output combined with the customer’s needs to orchestrate the things, people and processes required to get the sign “up”. There are wide ranging aspects, many are listed and explained below, but preforming in a safe and efficient way is key. This take a certain type of person with construction skills, good management skills, a sense of humor, and a positive and inclusive attitude to work with others.
ESSENTIAL DUTIES AND RESPONSIBILTIES:
The customers come from 3 areas:
1. Contract installs from National Companies. These are listed and generally require email and phone communication with a project manager. There are requirements for quoting, receiving, preforming and invoicing these including terms, sign off forms and providing completion photos.
2. In-house installs. These require a good understanding of the difference between a sales survey and a complete survey, communication with the customer, photos and good coordination.
3. Service, in contracts and spot orders. These are under represented in our current (5/2018) sales, but need development.
2 more areas, required
1. Surveys. Good initial surveys often are skipped. This is a source of various problems. Often the Sign Service and Installation Manager will be required to drive out and survey sites. (sales surveys are preliminary, the effort put into a quote request is NOT enough to process an order. There are many initial surveys that never become orders – we do not invest in great surveys for these. When one does convert to an order, a more complete survey is required, from the Sign Service and Installation Manager or report.
2. Final Inspections. Government inspections are required. This involves sitting in car and waiting for inspectors to show up. To walk the site, often have it set up and ready for inspection. This can be delegated, but generally isn’t because inspectors have a wide range of questions requiring an experience person. Also ideally final inspections can be completed during the install.
The measurement of quality is:
1. Repeat visits. Repeat visits are a strong sign that the work was not completed efficiently. This is a major issue with cost and time. It is to be avoided.
2. Customer quality issues – These often come from miscommunication between what is built and the site requirements (need good coordination and initial site surveys completed well) and the rush to finish. It is one of the top complaints. Stressing quality, working on the details, providing good example and insisting the work be completed with quality and attention to detail is extremely important.
3. Failed inspections – When a government inspector finds a flaw in an install it causes costs to rise and time wasted. This generally boils down to details on grounding, sign placement, access for the inspector, paperwork not complete, or wrong. The Sign Service and Installation Manager is responsible for making these details happen and avoiding inspection issues.
1. Document and prep each install. Each install shall have a detailed set of instructions including, but not limited to: The address, site contact, all permitting documents, the details on special issue. It is important to spend the time on good preparation so the time on site is shorter, the details and requirements are 100% understood and the customer does not see confusion, misdirection or our internal issues. We need good document and site preparation to achieve this
2. The “parts” are there: . Each install shall have an arranged time, a customer site contact, basic prep as in removing cars from the site, getting lock combinations or keys, having the trucks in good working order, having the right equipment on the trucks, having the hardware on the truck, having everybody of the same page. This can be simple or complex depending on the customer, product and install.
Skills and abilities that you need to have and/or control. It is important to have a range of general construction skills including:
2. forms and rebar
4. setting poles
6. Vinyl layup
7. Many others
Maintain the equipment. This involves making sure oil levels are checked, maintenance is complete, the right tools are on the trucks, the locks are there and work, the equipment is cleaned and prepped.
Set and monitor pricing. Installs are expensive, in insurance, fuel, wages, wear and tear, It is required to charge appropriately for each job. The Sign Service and Installation Manager helps set pricing, does change order costing and manages or advises on the pricing to make each job is priced fairly for the customer AND the company. Concessions are approved through the Sign Service and Installation Manager <$1000.
Accept jobs in our geography and reject those outside. We have limited abilities. Accepting one job reduces those abilities for the others. We must monitor where the trucks and people are, the duration of each job, the timing of the next job and the scheduling. It is possible to schedule and manage efficiently, or inefficiently resulting in more and better installs or fewer. The Sign Service and Installation Manager is responsible to manage the installs schedule, accept jobs that fit and reject those that do not. While absolute rules do not exist, rejecting jobs outside our normal service area, restricting or rejecting jobs from National Sign Companies that have excess paperwork, bad payment items, difficult people or other problems, and generally elimination of known problems effecting the activity is required.
Certifications. The Sign Service and Installation Manager is responsible for identifying the required licenses and certifications. Developing employee training and getting the company/employees appropriate qualifications. In many cases these are individual qualifications requiring company money to be invested in people. It is the responsibility of the Sign Service and Installation Manager to pick who, what and under what terms these are done with retention, cost, company needs in mind.
– Crane Certification (Individual)
– Welding (Preferable LA Welding Certificates)
– LA Fab Certification
– Class B or A driver’s license
Size jobs (not too small, not too large) We have a certain minimum ($250) charge, Processing an order and using equipment costs more than the value of some jobs. We also must move installations and service through for cash flow. Jobs that are large block our ability to manage cash flow. The Sign Service and Installation Manager must manage jobs within a range, where too small does not make money, too large can impact cash flow and customer needs can challenge scheduling. This is a judgment and juggling act that must be managed.
Run ShopVox – An email program that tracks everything. Every quote, every job and many other activities are in ShopVox. You need to be a ShopVox expert and use it “religiously”. It is the central unifying tool in the company
– Safety, Tail Gate talks, be a “Nazi” about using protective gear, training
– Insure speed, and quality (teach technique)
Say “no” when things are not right and push aggressively when things are right. This is about understanding safety, quality, reasonableness and making good judgments. It can be a challenge because it can be inconvenient. Safety harnesses, hard hats, tail gate talks in particular are absolutely required. Other “issues” come up as well. If it is not safe, no reasonable, the Sign Service and Installation Manager is responsible for stopping the activity until it can be reviewed and adjusted.
Culturally “fit” into the company, but also push the company. There is a line between being a “nice guy” and pushing people. The Sign Service and Installation Manager needs to push for fast, clean service and installs, within a good schedule, with good equipment, preparation and quality. This can be uncomfortable. The Sign Service and Installation Manager must be approachable, but insist on performance. The installers should be challenged and feel slightly “pushed”, but not stressed to the point where they make mistakes, feel used or have or issues. Like a coach, the Sign Service and Installation Manager needs to extract the performance of a winning team.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge skill, and /or ability required. This is a management position, so the ability to deal with people, mechanical ability, the ability to teach, show and tell how, common sense and a sense of humor are essential.
EDUCATION, SKILLS and/or EXPERIENCE:
The real requirement is management ability, safety awareness, a mechanical aptitude and skill, a sense of urgency and a eye for quality. Additionally this must be done safely at all times. A good driving record and ability to drive a truck are required. (A valid driver’s license). These qualities may be demonstrated with an AA or Bachelor’s degree. It may also be demonstrated with other skills or experiences. There is no specific path to qualification outside attitude, and affinity for the job.
Experience: Generally a minimum of 3 – 7 years hands on experience in a construction trade, ideally a sign installation or manufacturing environment.
Skills: Attitude and aptitude are the key qualifiers. If a person is driven to serve the customer and produce quality signs – may be an excellent fit. The key to success is management ability, strong mechanical aptitude, good attitude and a drive to get signs constructed and out the door.
LANGUAGE SKILLS: Ability to read, analyze, and interpret client documents, graphic files and drawings. Ability to work independently, safely and quickly. Spanish skills may be helpful
MATHEMATICAL SKILLS: Ability to work with general math, sizes, font scaling, project art board scaling, proportional letters, and other basic math used to make and size signs. Proficiency in Microsoft office (Excel, Word, and Power Point) and Adobe illustrator is helpful. The key requirement is to be able to know how must to buy, make, and use in terms of material, measurements, labor and hardware.
REASONING ABILITY: Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to define problems collect data, establish facts, and draw valid, logical conclusions. Ability to interpret a variety of technical and business information related to the requirements of this job.
OTHER SKILLS AND ABILITIES Requires the ability to plan each install or service event. Specifically to gather the materials and equipment required for the install or service. It is of key importance to travel once and get all the job completed. Multiple trips for forgotten items kills both profits and the customer’s trust
PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an employee to successfully perform essential functions of the job. This is a physical job requiring you to load trucks, crawl through attics and “dog houses” work on ladders, sit and do paperwork and likely other activities requiring good physical abilities. You will generally manage through example, so you need to be able to do the work.
Ability to load trucks, work with hammer drills, good hand eye coordination. The ability to install inside and outside, on a ladder, the ground or in the bucket truck. To do surveys at the customer site, and use basic hand tools.
Specific vision abilities required by this job includes close vision, color vision, and the ability to adjust focus. The ability to match paint colors, see finish difference (matte, semi gloss) see wire colors, detect surface cracks and imperfections.
WORK ENVIRONMENT: The work environment is a combination of factory, construction site and vehicle time. You will be working with products being prepped, transported, delivers, and installed.
The above statement reflects the general details necessary to describe the principle functions of the occupation described and shall not be construed as a detailed description of all the work requirements that may be inherent in the occupation.
We are a drug free workplace, there is a zero tolerance for any activity that impairs judgment on the job. Much of this job is about aerial installations and there is a major safety issue.
The office manager is in charge of the general operations of the sign shop. The Office Manager is responsible organizing and coordinating customers, vendors, production, installation and other functions to ensure effective communication and coordination. The office manager is the “glue” that holds all the other functions and activities together and coordinates the office based activities.
The Office Manager reports to the owner and is a co-equal to the production and installation/service manager. The office manager is responsible for the paper and communication part of the productions and install along with the management of the customer experience. Making sure the shop runs smoothly, cleanly and meets budget and sales goals.
This includes managing the SignVox process.
The major responsibilities and target accomplishments are:
- Maintain a positive and welcoming demeanor
- Handle incoming phone and email traffic
- Enter new customers in SignVox
- Gather basic information about each prospect / customer
- Basic design on the target customer’s sign
- Liaise with other areas (Production and Install).
- Use forms and SignVox to document the known production and installation requirements
- Maintain electronic file system for all customer designs, art, proofs, and production files
- Coordinate the daily activities of sign quoting to current and prospective customers
- Prepare permit applications and ideally do the applications to gain the relationships and experience in city planning departments.
- Oversee receiving, stocking, issuing, and shipping merchandise within the facility with the help on the product and service staff
- Manages the 3rd party purchasing from other sign providers such as Matthews and Clairemont Signs.
- Orders supplies for the office.
- Manages the company’s art files including fonts and other assets
- Help with collections
- Excellent written and verbal communication skills
- Self starter, productive, trust worthy, highly motivated and ability to work alone and unassisted when need be.
- Ability to start a task and work through till completion
Manage up to 12 employees. Is responsible for the overall direction, and coordination of these units.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
EDUCATION and/or EXPERIENCE:
Related Bachelor’s Degree; or seven years related experience and/or training; or equivalent combination of education and experience.
Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence. Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.
Ability to apply measure, factor and scale signs from paper to production. See and adjust font sizes, kerning, and spacing. Understand and manager file sizes, and file contents (PDF, Vector files, Raster files)
Ability to apply principles of logical or scientific thinking to a wide range of intellectual and practical problems. Ability to deal with nonverbal symbolism (formulas, scientific equations, graphs, etc.) in its most difficult phases. Ability to deal with a variety of abstract and concrete variables.
Valid driver’s license and acceptable driving record that meets company requirements.
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee occasionally works near moving mechanical parts and in outside weather conditions and is occasionally exposed to fumes or airborne particles and vibration.
The noise level in the work environment is usually moderate.