Director of Service

Digi Security Systems is a leading low voltage security integrator specializing in providing cutting-edge security solutions, including video surveillance, access control, intrusion detection, and more. With multiple branches, we are dedicated to delivering exceptional customer experiences and industry-leading security technology to clients across various sectors.

Position Overview

We are seeking a dynamic and results-driven Director of Service to join our team. This key leadership position will oversee the service department, including profit and loss (P/L) management, sales of recurring service agreements, and the development and implementation of our maintenance service programs. The Director of Service will play a critical role in ensuring the highest level of service delivery and customer satisfaction across all branches.

Key Responsibilities

• Service Department Leadership: Lead and manage the service department's operations, ensuring optimal performance, efficiency, and financial health, including responsibility for the P/L.
• Sales of Service Contracts: Drive the growth of recurring service and maintenance agreement sales. Collaborate with sales teams to develop strategies for increasing service contract sales and renewals.
• Maintenance Program Development: Develop, plan, and refine our maintenance service programs to meet evolving customer needs and industry standards.
• Team Management: Oversee both remote support and onsite service technicians, ensuring they provide top-of-the-industry service levels to customers.
• Service Delivery Excellence: Ensure timely and high-quality service delivery across all branches, maintaining the highest level of partner and customer satisfaction.
• System Optimization: Working with the IT team, ensure our ticketing systems and processes are optimized for industry leading employee and client experiences.
• Partner Relations: Foster strong relationships with clients and partners to ensure satisfaction and continued service opportunities.
• Cross-Department Collaboration: Work closely with other departments, including sales and operations, to ensure seamless integration of service programs and initiatives.
  
  

Qualifications

• Experience: 7 years of experience in service management, preferably but not necessarily in the security systems or low voltage industry. Previous P/L management experience is required.
• Leadership: Proven track record of leading and developing high-performing service teams in a multi-branch environment.
• Sales Focus: Experience in selling or managing recurring service contracts, with a strong understanding of service-based revenue models.
• Technical Knowledge: Preference will be given to candidates with a strong understanding of low voltage systems, security technologies, and industry best practices.
• Communication: Excellent verbal and written communication skills, with the ability to interact with technical teams, clients, and executive leadership.
• Problem Solving: Demonstrated ability to solve complex service delivery challenges while maintaining a customer-centric approach.
• Education: Bachelor’s degree in business, engineering, or a related field is preferred, or equivalent work experience.