Technical Service Manager

Job Description

Job Description

Salary :

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 technicalside 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)