Program Manager (Critical Infrastructure)

Core Duties and Responsibilities
(Note: Additional responsibilities may be assigned as needed.)

• Supervise a team of in-house technicians to ensure preventative maintenance contracts are fulfilled within their designated region.
• Track and manage active service requests, ensuring they are completed promptly and keeping customers informed of progress.
• Respond to client inquiries, concerns, and service or equipment requests; escalate complex issues to the appropriate team members when necessary.
• Coordinate and schedule required repairs to restore equipment functionality.
• Source and order necessary parts for equipment repairs.
• Interpret schematics, wiring diagrams, flowcharts, and technical specifications accurately.
• Maintain and update knowledge of AC/DC electrical systems and battery technologies to assess inspection findings, and advise customers on immediate or upcoming maintenance needs.
• Keep thorough records of preventative and emergency maintenance activities, providing reports for customer review upon request.

Qualifications, Experience, and Skills

• High school diploma (some college coursework preferred).
• Ideally 10+ years of experience overseeing electrical and cooling services in a facilities environment.
• Demonstrated expertise in organizing and directing both internal service teams and external subcontractors.
• Outstanding customer service capabilities, including strong oral and written communication skills, professional phone and email interaction, and the ability to build and maintain effective working relationships.
• Adaptable and capable of performing well in an evolving work environment.
• Advanced English language skills required.
• Intermediate proficiency in Microsoft Word and Excel.
• Comfortable working with remote-access web tools and platforms.
• Proven ability to operate effectively within a team.

Compensation and Benefits

• Three weeks of paid vacation granted after 90 days (first year vacation allotment may be prorated based on start date).
• Up to 9 paid holidays annually.
• Paid sick leave.
• Company-sponsored Life Insurance coverage ($75,000).
• Company-funded Short-Term and Long-Term Disability Insurance.
• Medical, Dental, and Vision coverage, with several plan options available, including a fully company-paid plan.
• 401(k) plan with company matching.
• Access to Health Savings Accounts (HSA) and Flexible Spending Accounts (FSA).

Physical Requirements

• Ability to remain seated for extended periods (up to 8 hours).
• Regular use of hands and fingers for typing and data entry.
• Ability to hear and speak clearly, whether over the phone, in-person, or via video conferencing.

Additional Information

• Employment contingent upon successful completion of a criminal background check, pre-employment drug screening, and MVR check.
• This position is fully remote, requiring a dedicated and compliant home-based work environment.

Darwin Recruitment is acting as an Employment Agency in relation to this vacancy.

Harrison Roberts