Service Manager

Superior Alarm Systems is highly regarded in the CCTV, access control, intrusion detection and fire alarm systems space. As a true systems integration company, SAS provides total solutions in difficult environments; and specializes in providing first-class service to all its clients. We work with all types of corporate customers, ranging from large pharmaceutical and manufacturing firms, to entertainment studios and executive estates.

The Service Manager is responsible for scheduling and dispatching field technicians, analyzing and forecasting the workload and corresponding manpower needs, and coordinating warehouse activities with the company’s warehouse personnel.

What To Expect...

• Schedule and dispatch field technicians with the correct, job-specific specialty tools and parts needed for the job.
• Distribute schedules and report technician updates to management and operations personnel.
• Communicate with customers to determine nature of issues and next steps, including phone communication with customers and remote diagnostics to test equipment, so that a swift and efficient fix is applied and a service call avoided (when possible).
• Analyze, forecast and schedule the workload effectively and efficiently, based on understanding the nature of jobs relative to field technician strengths and manpower requirements.
• Plan and ensure that proper safety equipment is deployed for each project.
• Work with the Human Resources Department to ensure that technician life safety certifications are current and are a correct match for the job for which they’re assigned.
• Coordinate activities with warehouse personnel to ensure that change orders, outgoing parts and returned parts are managed and processed accurately and efficiently.
• Provide quality assurance oversight for issuance of installation materials and service-related parts.
• Communicate with the project managers regarding job difficulty to assist in managing timelines and expectations by both the customer and the sales team.
• Participate in weekly project meetings to provide and receive updates to ensure timely completion of projects.
• Research central station reports to zero in on problems and formulate solutions.
• Verify the completeness and accuracy of service tickets in a timely manner prior to submission to Accounting. In the case of a delay in documentation, provide such notification to front office staff.
• Track system warranty lifecycles.
• Track go-backs and call-backs for 30 days after completion of jobs and the review of final checklist.
  
  

You've Got What It Takes If You Have...

• 2 Years experience as a Service Manager in a commercial service space; commercial security experience is preferred.
• Superior attention to detail and accuracy.
• Ability to think in a clear, logical and organized manner and work under minimal supervision.
• Strong computer skills in the areas calendaring and correspondence.
• Tech savvy with a good working knowledge of D-Tools, Microsoft Office and QuickBooks.
• Ensure that technician certifications (i.e., lifts, Genetec, Bosch, Lenel, Openpath, Cradlepoint, ACE cards, NICET, Reg 4, California fire cards) are current as they relate to job assignments.
• Effective written, verbal and interpersonal skills.
• Programming experience with Bosch RPS (Remote Programming Software), preferred
  
  

The duties, responsibilities, and requirements listed above are not all inclusive of potential requirements for all assignments covered under this job description.

Benefits

• Medical (with up to 95% of premiums covered), dental, and vision options
• Two weeks of vacation per year
• Seven sick days per year
• Seven paid holidays per year
• Training, development, and growth opportunities
• Pay of $70-90k annually (DOE), plus bonus potential.