What are the responsibilities and job description for the Regional Service Manager- Fire Alarm position at Tech Electronics?
About Tech Electronics
Tech Electronics is a family-owned systems integrator that has been connecting and protecting people, property, and communities since 1963. From our St. Louis roots, our 400 teammates design, install, monitor, and service integrated fire & life safety, security, communications, and audiovisual systems across the Midwest and Colorado, helping customers work smarter, feel safer, and collaborate more effectively.
Position Summary
The Regional Service Manager leads service delivery across a defined region for Tech Electronics, overseeing service queues, technical triage, and the timely dispatch of field technicians in support of the company's connect-and-protect mission. This role serves as the critical link between customers, service coordinators, and field teams, ensuring that every service request for fire and life safety, security, communications, and AV systems is prioritized correctly and resolved to the highest standards. The position drives operational efficiency, manages customer and technical escalations, and keeps regional leadership informed of risks, issues, and decisions. It is an exempt leadership role focused on both service quality and continuous improvement.
Key Responsibilities
Tech Electronics is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other characteristic protected by applicable law. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this role. This job description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the position.
Tech Electronics is a family-owned systems integrator that has been connecting and protecting people, property, and communities since 1963. From our St. Louis roots, our 400 teammates design, install, monitor, and service integrated fire & life safety, security, communications, and audiovisual systems across the Midwest and Colorado, helping customers work smarter, feel safer, and collaborate more effectively.
Position Summary
The Regional Service Manager leads service delivery across a defined region for Tech Electronics, overseeing service queues, technical triage, and the timely dispatch of field technicians in support of the company's connect-and-protect mission. This role serves as the critical link between customers, service coordinators, and field teams, ensuring that every service request for fire and life safety, security, communications, and AV systems is prioritized correctly and resolved to the highest standards. The position drives operational efficiency, manages customer and technical escalations, and keeps regional leadership informed of risks, issues, and decisions. It is an exempt leadership role focused on both service quality and continuous improvement.
Key Responsibilities
- Oversee and manage regional service queues, prioritizing tickets based on urgency, contractual obligations, and customer impact.
- Review incoming service requests to validate scope, accuracy, and completeness, and refine tickets to reduce unnecessary callbacks or delays.
- Perform high-level technical triage on fire alarm, security, communications, and AV systems to ensure proper technician assignment and preparedness.
- Ensure the timely assignment and dispatch of qualified service technicians across the region.
- Maintain proactive communication with customers and the dispatch team throughout each service activity.
- Handle customer and technical escalations and keep the leadership team informed of risks, issues, actions, and decisions.
- Coordinate with customer service representatives to obtain work order information and the materials required to complete service work orders.
- Monitor service level agreements and inspection commitments to keep customer systems compliant and operational.
- Recommend and implement methods to improve service operations, processes, efficiency, and outcomes for internal and external customers.
- Support technician development by sharing technical guidance and reinforcing safe, high-quality installation and service practices.
- Maintain favorable working relationships with employees and managers to promote a cooperative environment and positive team morale.
- Partner with sales and operations teams to identify recurring service issues and opportunities for service contract growth.
- Four or more years of experience with low-voltage systems such as fire alarm, security, healthcare, or AV.
- Four or more years in a service coordination, dispatch, or technical leadership role.
- Demonstrated ability to manage service queues and prioritize competing customer commitments.
- Proven experience working within client management and service management or ticketing software.
- Strong understanding of service workflows and the ability to translate technical issues into actionable service plans.
- High school diploma or equivalent.
- Strong working knowledge of low-voltage systems and service workflows.
- Ability to interpret technical issues and translate them into clear, actionable service plans.
- Excellent communication and interpersonal skills, including the ability to explain technical concepts to non-technical audiences.
- Strong organizational and multitasking abilities with the discipline to prioritize the most important work.
- Problem-solving mindset with strong attention to detail and the ability to work with minimal supervision.
- Ability to define problems, collect data, establish facts, and draw valid conclusions.
- Strong customer and results orientation with a commitment to continuous improvement.
- Ability to build trust and work effectively across all levels and diverse teams.
- Regularly required to sit, walk, and talk or hear, and occasionally to reach with hands and arms.
- Must occasionally exert up to 10 pounds of force to lift, carry, push, pull, or otherwise move objects.
- Specific vision abilities include clarity of vision at 20 feet or more and at 20 inches or less.
- Primarily an office-based role with occasional regional travel to customer and jobsite locations.
Tech Electronics is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other characteristic protected by applicable law. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this role. This job description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the position.