Technical Service Manager

We are seeking a highly skilled and customer-oriented Service Manager to join our team. In this role, you will be responsible for overseeing and managing our service department, ensuring efficient operations, exceptional customer service, and driving continuous improvement within the organization.

Responsibilities:

Ideal if the manager is also deeply involved in the technical side of support (e.g., troubleshooting, system knowledge).

Fits environments with complex security systems like corrections.

Service/job safety: Ensure effective turnover of services, attend service start-up meetings, coordinate engineering requirements, manage procurement of products and services
Follow service schedules, facilitate timely submittal processes, coordinate field activities, manage costs and profit targets, oversee change orders, control spare parts and keying for closeout, ensure timely execution of schedules and services
Visit customer facilities to propose tailored options and pricing to meet their equipment and budget needs
Provide technical phone support to customers and field personnel
Maintain positive working relationships with all team members, ensure proper documentation, and contribute to overall service success and customer satisfaction
Maintain job records/files, including job costing, billing information, schedule of values, and change orders
Supervise service technicians and customer service personnel, including interviewing, hiring, scheduling, performance reviews, and salary evaluations
Schedule manpower and assist in coordinating material and equipment deliveries
Report on service progress and status
Conduct site visits to ensure site readiness and resolve coordination issues with the owner prior to service start
Coordinate with service technicians to meet profitability targets, including the use of field overtime as needed
Review timesheets and expense reports weekly for accuracy and timely submission to accounting
Assist the accounting department with billing issues and propose billable services and/or service contracts to new and existing customers
Review all service costs monthly to ensure accurate and timely accounting of service costs
Develop marketing strategies to generate revenue and increase market share
Conduct department meetings and review labor requirements
Supervise and perform reviews of all service personnel
Maintain a solid understanding of mechanical and electrical aspects of electronic devices and controls
Recruit partners and develop business plans with contractors to enable customer service operations in a profitable manner
Coordinate training requirements for service department personnel and sub-contractors
Supply pricing to customers on new products, materials, and upgrades

Requirements:
Bachelor's degree in business management, engineering, or a related field preferred 
Excellent leadership, organizational, and problem-solving skills
Strong customer service orientation and interpersonal skills
Proficient in Microsoft Office Suite and familiar with service management software
Knowledge of industry regulations, standards, and best practices
Ability to analyze data and make data-driven decisions
Excellent verbal and written communication skills
Proven track record of achieving service department goals and driving continuous improvement

Licensing/Registration/Certification
Required: VA DCJS, NC ASLB, MD Security Systems license/registration, NY Alarm installers registration, and others as required (all must be obtained within 30 days of hire)