What are the responsibilities and job description for the Low Voltage Field Operations Manager position at Softrim?
About Softrim:
Softrim, LLC is a privately owned technology solutions provider with offices in Estero, Florida and Alpharetta, Georgia. The company has 100 employees and operates as a Managed Service Provider (MSP) across a range of market segments, while also performing low voltage construction for general contractors. Our management team brings deep expertise in IT, AI solutions, structured cabling, and all low voltage systems, including specialized experience in senior living communities and various other vertical market segments.
Position Summary:
Lead all Low Voltage field personnel and own day-to-day field execution across installation projects and service work, ensuring every job is scheduled, staffed, built to standard, documented, and done right the first time. Our LV team designs, installs, and services structured cabling, electronic door access, surveillance, AV, telecom, and nurse call systems, primarily on senior living campuses.
Key Responsibilities:
- Supervise all LV field technicians and engineers: set daily and weekly expectations, coach, document performance, and escalate issues with department leadership and HR
- Conduct regular site visits and ride-alongs across all LV disciplines
- Participate in hiring, onboarding, and performance reviews for field roles
- Own and enforce field standards and checklists, including site surveys, labeling, photo documentation, as-builts, and job closeout
- Inspect the team's work throughout the course of each project, log deficiencies, assign corrective actions, and verify they are completed
- Perform final QA before any job is marked complete, and track every return trip and rework hour to a root cause
- Manage the Scheduling/Dispatch function and allocate field resources across projects and service work each week
- Ensure accurate ticket status, notes, and daily time entry in ConnectWise, categorized as billable, non-billable, travel, and rework
- Run the sales-to-operations handoff from signed contract to kickoff, confirming scope, materials, site readiness, and schedule before work begins
- Enforce written, approved change orders before any out-of-scope work is performed
- Oversee project execution against stage gates (kickoff, material staging, install, QA, closeout, invoice handoff) and flag schedule or quality risk early
- Oversee LV service tickets for response time, resolution, and repeat issues
- Deliver a weekly operations report covering utilization, rework, schedule status, and staffing
Qualifications:
- 5 years in low voltage or field service operations, including 3 years directly supervising a team of 10 or more field technicians
- Hands-on knowledge of structured cabling, electronic door access control, and video surveillance systems
- Experience with AV and nurse call (e-call) systems strongly preferred
- Proven track record of setting standards, holding teams accountable, and documenting performance
- Working experience with a PSA or field service management platform; ConnectWise preferred
- Comfortable with operational metrics such as utilization, rework, schedule variance, and job margin
- Able to read drawings and as-builts
- Valid driver's license and ability to spend roughly half the time in the field and traveling to client sites
- BICSI certification, OSHA 30, manufacturer certifications, or healthcare/senior living construction experience a plus
Work Location: Based at our Estero, FL office. Roughly half in the office and half in the field and traveling to client sites, varying with project load. This is not a remote position.
Employment Terms: Full-time, Exempt, Salary plus MBO bonus. Eligible for benefits (medical, dental, vision, life, AD&D, disability) and 401(k) after introductory period. Typical business hours are from 8:00 a.m. until 5:00 p.m., Monday through Friday, excluding company-observed holidays.