Director of Professional Services

Company: ComTec Solutions
Location: Rochester
Posted on: May 1, 2025

Job Description:

Description:JOB SUMMARY: The Director of Professional Services manages the Enterprise Systems Group (ESG). This role is a key strategic member of our Senior Leadership Team (SLT) and, as such, is responsible for helping to ensure the continued sustainability of the ComTec organization-specifically by maximizing client satisfaction via the oversight of seamless project implementations, prompt issue resolution and the development of robust client-specific solutions. As a senior leader, candidate must have a combination of ERP systems and implementation knowledge, leadership skills, relationship management expertise and business acumen. Exercise discretion and independent judgment with respect to customer ERP matters of significance.
REPORTS TO: Director of Operations DIRECT REPORTS: Enterprise Systems Group
ESSENTIAL FUNCTIONS:

• Develop excellent relationships with clients to establish the company as a product and service leader
• Drive client focus and responsiveness, both strategically and tactically
• Responsible for the performance and development of all Consultants, Support Analysts, Software Engineers and Systems Engineers and Team Leads
• Handle employee recruiting, interviewing, hiring, performance reviews and termination, as necessary
• Enable and support the personal/professional growth and development of all direct reports (i.e., coach and mentor)
• Contribute to the development of training and educational programs Track and monitor the progress of projects to ensure customer expectations are met and projects are delivered within agreed-upon budgets and timeframes
  • Assist Project Management in developing and maintaining project plans, budgets and schedules for all client projects
  • Schedule and prioritize issues and coordinate activities with clients and internal departments to resolve issues
  • Manage ticket resolution time and continually improve to meet SLA guidelines Utilize strong leadership and interpersonal skills to ensure optimal efficiency, effectiveness, and productivity
    • Ensure effective utilization of all resources (e.g., people, equipment, facilities)
    • Maintain employee utilization.
    • Facilitate employee cross-training, certifications and training documents
    • Approve and post all billable ESG time entries, time sheets, expense reports, and time off requests on a weekly basis.Establish clear objectives and metrics for the company's service delivery-related investments and understand the levers that drive profitability
      • Develop procedures for our resources to manage project and department documentation Ensure that the company is pursuing and investing in opportunities that will deliver the greatest value to the organization
        • Present ComTec in a positive light both internally and externally (i.e., be a champion for the company)
          SOFT SKILLS & ABILITIES:
          • Superior professional presence and business acumen
          • Presence, energy and credibility to quickly earn the respect and confidence of all employees Proven track record for delivering results
            • A risk-taking, entrepreneurial spirit coupled with a strong work ethic
            • Astute listener with excellent relationship management skills; strong, client-focused orientation and ability to inspire others.
            • Knowledge of applicable best practices (i.e., industry/technology knowledge)
            • Intelligence, good judgment, problem-solving skills, and effective decision-making abilities
            • Ability to see the "big picture" and prioritize appropriately
            • Able to motivate, inspire and champion ideas
            • Strong commitment to ComTec values and a hands-on team player EDUCATION, EXPERIENCE, & KNOWLEDGE:
              • BA/BS in information technology, business administration or a related field
              • 10+ years of management experience in positions of increasing responsibility where company performance and employee management have been emphasized
              • Progressive experience in the professional services industry; prior experience demonstrating effective management skills in a fast-paced and growing environment
              • ERP systems expertise with depth of knowledge among a broad range of manufacturing processes (i.e., make-to-stock / make-to-order / engineer-to-order environments) (e.g., SyteLine, Epicor, Syspro, SAP, Oracle)
              • Experience with Epicor Kinetic ERP platform strongly desired
              • Exceptional client relations skills and the ability to handle problem resolution meetings
              • Professional written and verbal communication skills including process documentation
              • Experience working with the Entrepreneurial Operating System (EOS) is a plus but not required.WORK ENVIRONMENT/PHYSICAL DEMANDS:
                • Use of computer and office equipment
                • Ability to remain calm in stressful situations
                • Performs all administrative functions expected at this levelADDITIONAL REQUIREMENTS:
                  • Ability to schedule for evening or weekend work occasionally
                  • Valid driver's license in your state of residence and reliable personal vehicle
                    Requirements:
                    
                    
                    
                    Compensation details: 110000-130000 Yearly Salary
                    
                    
                    
                    PIa1d2019bdc00-37248-36380377

Keywords: ComTec Solutions, Rochester , Director of Professional Services, Executive , Rochester, New York