Service Department Manager

Overview

Facility Solutions Group is dedicated to timeless contribution and service in lighting, electrical, energy, and technology fields. Our mission is to consistently provide our customers with superior value through quality products, service and support by contributing to the quality of life of all employees.

As one of the nation’s largest single-source providers of lighting and electrical products, electrical services, electrical construction, and energy management solutions. Facility Solutions Group is expanding their staff and seeking a Service Department Manager, to join the Round Rock, TX team.

Job Description

The Service Department Manager oversees the daily operations of the Service department, ensuring efficient delivery of customer support and technical services. This role manages customer call intake, alarm monitoring and triage, technical escalations, and service coordination while maintaining accurate customer data and service documentation. The Service Department Manager develops and enforces scalable processes, partners with internal teams, and drives operational consistency to support a high-quality customer experience.

Responsibilities

As a Service Department Manager, you will:

• Lead and manage the Service department operations, including customer support intake, alarm monitoring and triage, technical service delivery, commissioning support, and administrative coordination
• Oversee the Customer Support Center, ensuring inbound calls, service requests, and Niagaraalarm events are properly logged, prioritized, dispatched, and escalated according to defined procedures and service levels
• Manage technical service functions responsible for handling complex system issues, customer escalations, and advanced troubleshooting in support of Smart Buildings platforms
• Develop, maintain, and enforce standard operating procedures for service workflows, alarm response, escalation paths, quality assurance, and documentation practices
• Ensure accuracy, consistency, and integrity of customer data, system records, service history, and asset documentation across all service platforms
• Establish and monitor performance KPIs related to service responsiveness, resolution quality, customer satisfaction, and operational efficiency
• Coordinate service activities across internal teams, including projects, engineering, sales, and operations, to ensure seamless delivery and customer experience
• Oversee scheduling, purchasing, inventory planning, systems administration, and resource allocation to support service delivery
• Lead hiring, training, performance evaluations, and professional development for service and support personnel
• Identify opportunities for process improvement, scalability, and cost optimization within service operations
• Develop systems and tools that improve customer communication, internal visibility, and long-term service effectiveness

Qualifications

Required

• 5 years of experience managing operations in a technical, construction, or manufacturing environment
• Strong leadership, organizational, and communication skills
• Proficiency in Microsoft Office and project scheduling or ERP systems
• Knowledge of supply chain, warehouse, or fabrication principles

Preferred

• Bachelor’s degree in Business, Operations Management, or related field
• Familiarity with lean practices, Six Sigma, or process improvement tools

You can expect us to provide:

• Opportunities for career advancement within the project management track.
• A collaborative and innovative culture that encourages open communication.
• Ongoing training and professional development to enhance your skill set.
• Recognition of achievements and contributions to the team.
• A work environment focused on getting things done, serving customers, and delivering quality work.