Service Manager

The Service Manager is responsible for day-to-day operations of the Service Department, taking all incoming service requests and entering them into the service software. This role will coordinate the flow of information between customers and service team to schedule, dispatch, and coordinate service-related tasks, ensuring timely resolution of service technicians, and maintaining accurate documentation of all activities. The Service Manager will collaborate with service leads, technicians, engineers, manufacturers and customers to ensure high customer satisfaction and operational efficiency. Strong organizational skills, leadership, mentorship and customer service are essential. Essential Functions Top escalation point of contact within the Service Department Develop, implement and optimize service policies, workflows and procedures in collaboration with Operations Manager Responsible for all incoming service requests, creation and complete resolution of work orders and service ticket Evaluate each service requests to prioritize scheduling based on severity, personnel availability and other factors Document and track the status of service calls to ensure timely resolution Support team members on RMAs, equipment ordering and manufacturer escalations Adjust schedules and dispatches as necessary to accommodate service demands and changes Communicate with customers to provide updates on service status and address any concerns Work closely and collaborate with other managers to ensure optimal technician and resource allocation Support administrative tasks such as time sheet reconciliation, technician badging, reporting and data entry Create, update, and maintain work orders in the service management system and replenishment of equipment stock Mentor new employees in company procedures, including safety and work processes Manage purchase orders, service agreements, and invoicing in collaboration with other teams Provide regular reports, KPI on service activities, technician performance and customer satisfaction to Operation Manager Prepare billing forecasts based on service schedules and technician hours to ensure accurate and timely invoicing Perform other duties and responsibilities as requested or required by Operations Manager or General Manager Minimum Qualifications Minimum of 5 years’ experience in service management, preferably within physical security, construction, or a related field Proficient in Microsoft Word, Excel, Outlook, and service management software Excellent organizational and time-management skills with the ability to prioritize tasks effectively Experience with proper dispatching and coordinating of technicians and engineers for work orders or service tasks Must pass pre-employment background check and drug test Knowledge, Skills and Abilities Strong customer service with the ability to build and maintain positive relationships with clients and vendors Ability to work under pressure and manage multiple service requests simultaneously Intermediate to advanced proficiency in Microsoft Word, PowerPoint, Excel and Outlook Excellent time management, prioritization skills Excellent communication skills, both verbal and written Highly adaptable with the ability to respond quickly and positively to changing situations or information Basic financial understanding, including invoicing, purchase orders, and service agreements [Preferred] Troubleshooting knowledge on Physical Security Systems and Network Systems Serve as the highest local authority on service-related concerns, assisting customers and internal teams with complex technical and operational challenges. Physical Demands The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to talk, hear and see. The employee frequently is required to stand; walk; use hand to handle or feel; and reach with hands and arms.  Work Environment  This job operates primarily in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. May occasionally require driving to project sites. Qualification Requirements To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. EOE Minorities/Females/Disability/Veterans; VEVRAA Federal ContractorAll qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or national origin.