Summary

The Service Manager shall oversee the day-to-day operations of the service department. The Service Manager will supervise Service Supervisors, Service Engineers, Specialists, and Associates and provide support, guidance, and mentorship to their subordinates in all matters relating to their duties, technical and non-technical, and making decisions to correct irregularities in the service process. In addition, the Service Manager will perform as a top escalation point of contact within the Service Department.

Essential Functions

• Work with Service Coordinators regarding scheduling and dispatch of tickets in their territory.
• Delegate and direct service tasks; monitor the progress of all current and pending tickets;
• Oversee all services and workspaces in the shop and the field;
• Respond to and resolve service tickets;
• Consistently deliver incredible customer service experiences by offering knowledge and advice and answering questions and concerns;
• Act as the highest local source of information for all service, inventory, and product-knowledge concerns and work process mailers (for both employees and customers);
• Manage and update tickets for invoicing;
• Communicate and maintain good relations with customers;
• Monitor employee work and provide frequent progress reports to improve employee satisfaction and efficiency;
• Follow and abide by all industry standards, regulations, and laws;
• Help train new employees in company procedures, including safety and work processes;
• Stay current on industry standards and any innovations, materials, tools, and/or processes that can benefit the company.
• Manage at minimum a team of 2
• Other relative duties as assigned

Minimum Qualifications

• High school diploma or equivalent;
• 3 years of experience in the physical security/IT field;
• Obtain and maintain relevant certifications;
• Experience in configuring access control and surveillance systems;
• Excellent external and internal communication skills;
• Solid organization, attention to detail, and multi-tasking skills;
• Success at managing a wide array of tasks and projects and an ability to thrive in a fast-paced work environment.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to talk, hear and see. The employee frequently is required to stand; walk; use hand to finger, handle or feel; and reach with hands and arms.

Work Environment

This job operates primarily in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. May occasionally require driving to project sites.

Qualification Requirements

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above 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.

EOE Minorities/Females/Disability/Veterans; VEVRAA Federal Contractor

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or national origin.