Job Overview

The Service Manager is responsible for leading the low-voltage service department and ensuring the safe, efficient, and profitable delivery of service to commercial customers. This role oversees service technicians and support personnel who maintain, troubleshoot, repair, inspect, and upgrade low-voltage systems, including structured cabling, electronic security, audiovisual, wireless, network infrastructure, and other integrated technology systems.

The Service Manager coordinates preventive maintenance agreements, emergency service calls, break-fix requests, system upgrades, and small projects while maintaining high levels of customer satisfaction, technician productivity, service quality, and financial performance.

Key Responsibilities

Team Leadership and Development

• Recruit, onboard, train, supervise, and retain low-voltage service technicians, supervisors, coordinators, and support personnel.
• Assign service calls based on technician skill set, certifications, customer requirements, geographic coverage, and urgency.
• Monitor technician productivity, utilization, response times, first-time resolution rates, callback rates, and completion of service documentation.
• Conduct regular performance evaluations and provide ongoing feedback, coaching, and technical development.
• Identify training and certification needs related to low-voltage systems, manufacturer platforms, safety requirements, codes, and emerging technologies.
• Foster a positive, accountable, and safety-focused work environment that promotes teamwork and professional growth.
• Participate in on-call planning and ensure appropriate coverage for emergency service requests.

Customer Service and Account Support

• Maintain high levels of customer satisfaction by ensuring service requests are addressed promptly, professionally, and accurately.
• Serve as an escalation point for complex service issues, customer concerns, system outages, and recurring technical problems.
• Develop and maintain strong relationships with customers, account managers, project teams, manufacturers, subcontractors, and internal departments.
• Communicate service status, technical findings, repair recommendations, estimated costs, and resolution plans clearly to customers.
• Conduct customer follow-up to confirm service quality and identify opportunities for additional support.
• Support customer retention by ensuring service-level agreements, preventive maintenance commitments, and response-time expectations are consistently achieved.
• Identify opportunities for system upgrades, replacements, expansions, and recurring service agreements.

Service Operations

• Oversee daily service operations, including scheduling, dispatching, escalation management, resource planning, and technician support.
• Coordinate preventive maintenance, inspections, emergency response, warranty service, system repairs, upgrades, and small installations.
• Ensure service activities comply with customer contracts, scopes of work, service-level agreements, company standards, and manufacturer requirements.
• Collaborate with project management, engineering, sales, warehouse, procurement, and accounting teams to support successful service delivery.
• Ensure technicians have the appropriate tools, materials, system documentation, software, credentials, and site information before responding to service calls.
• Maintain accurate service records, including labor hours, materials, inspection reports, deficiencies, test results, customer approvals, and closeout documentation.
• Review service tickets for completeness, technical accuracy, billable labor, materials, resolution details, and timely closure.
• Monitor open calls, aging work orders, repeat service issues, backlog, and customer response times.
• Develop and improve service processes, workflows, documentation standards, and quality-control procedures.

Financial Management

• Manage the financial performance of the service department, including revenue, labor utilization, gross margin, overtime, material costs, vehicle expenses, and operating costs.
• Review service contracts, work orders, estimates, labor requirements, and material needs to support accurate pricing and profitable execution.
• Monitor billable versus non-billable labor and ensure completed service work is invoiced accurately and promptly.
• Analyze service reports and key performance indicators to identify performance trends and areas for improvement.
• Implement strategies to increase recurring service revenue, improve contract profitability, reduce unnecessary expenses, and strengthen customer retention.
• Assist with departmental forecasting, budgeting, workforce planning, and capital equipment needs.
• Partner with sales and account management to develop service agreements, preventive maintenance programs, and system lifecycle recommendations.

Technical Leadership

• Provide technical guidance and troubleshooting support to technicians working on complex or integrated low-voltage systems.
• Maintain working knowledge of applicable technologies, which may include:
• Structured cabling and fiber-optic systems
• Access control and intrusion detection
• Video surveillance and video management systems
• Audiovisual and collaboration systems
• Wireless and network infrastructure
• Distributed antenna systems and public-safety communications
• Intercom, paging, and emergency communication systems
• Other IP-based and integrated building technologies
• Stay current on industry trends, manufacturer technologies, licensing requirements, applicable codes, and service best practices.
• Coordinate manufacturer support, equipment replacement, software updates, system testing, and technical escalations.
• Ensure service vehicles, diagnostic equipment, test instruments, tools, and software are properly maintained and available.
• Review recurring failures and recommend corrective actions, equipment replacements, or system upgrades.

Safety, Quality, and Compliance

• Ensure all service activities comply with OSHA requirements, applicable electrical and low-voltage codes, manufacturer standards, customer safety policies, and company procedures.
• Conduct regular safety meetings, field observations, jobsite inspections, and quality reviews.
• Ensure technicians follow proper procedures for working at heights, operating lifts, using ladders, handling fiber, accessing active facilities, and working around energized systems.
• Verify that technicians maintain required licenses, manufacturer certifications, training, and site credentials.
• Investigate safety incidents, workmanship concerns, and repeat service issues, implementing corrective actions as needed.
• Promote a culture of safety, technical quality, accountability, and continuous improvement.

Qualifications

• Bachelor’s degree in business administration, engineering, construction management, information technology, or a related field preferred. Equivalent industry experience will be considered.
• Minimum of five years of experience in low-voltage service, systems integration, field operations, or a related technical environment.
• Previous experience supervising service technicians or leading a low-voltage service department strongly preferred.
• Working knowledge of one or more low-voltage disciplines, such as structured cabling, electronic security, audiovisual, wireless, networking, or integrated building systems.
• Experience managing service agreements, work orders, technician scheduling, emergency calls, and customer escalations.
• Strong leadership, communication, customer-service, and team-development skills.
• Financial acumen with experience monitoring labor utilization, departmental expenses, revenue, gross margin, and operational performance.
• Ability to interpret system drawings, scopes of work, service contracts, technical documentation, and manufacturer requirements.
• Familiarity with applicable low-voltage codes, safety standards, licensing requirements, and industry best practices.
• Proficiency with Microsoft Office and service-management, ERP, CRM, dispatching, or work-order software.
• Valid driver’s license and ability to travel to customer and project sites as required.

Preferred Qualifications

• Manufacturer certifications related to security, audiovisual, cabling, networking, wireless, or other low-voltage technologies.
• Relevant industry certifications such as BICSI, NICET, CTS, PMP, OSHA, or equivalent credentials.
• Experience supporting enterprise, healthcare, data center, education, government, or other mission-critical customers.
• Experience managing technicians across multiple locations or service territories.
• Familiarity with recurring revenue models, preventive maintenance agreements, and service-level agreements.

Working Conditions

• This position requires regular interaction with technicians, customers, project teams, and company leadership.
• Travel to customer facilities and active project sites may be required.
• The role may require walking active job sites, climbing stairs, entering equipment rooms, and observing work performed from ladders or lifts.
• Must complete a pre-employment background check and drug screen.