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SERVICE
MANAGER

Our team seeks a motivated, knowledgeable, and talented Service Manager to provide direction for the service, installation, and configuration of enterprise-wide physical security projects. This position will be an integral part of the team and will aid the company in achieving its mission of protecting the people, facilities, and assets of our clients.

Local commutable candidates to the Lehigh Valley, PA Only

No 3rd party applications

 

RESPONSIBILITIES:

  • Manage service department in accordance with company policy. Ensure all SLA’s are met and/or exceeded.

  • Responsible for the supervision, direction, communication, and development of the service staff.

  • Work in conjunction with Project Manager(s), Field Manager(s), and field staff to complete service requests in an efficient manner and prioritize daily activities to meet required milestones.

  • Work with service technicians to troubleshoot and rectify system issues and/or service requests.

  • Examines associate work for accuracy, neatness, and conformance to best practices as well as company policies and procedures.

  • Participates in technician recruitment, interviews, and selection of personnel needed. Evaluates performance, makes salary recommendations, and administers disciplinary actions consistent with company policy.

  • Attend and contribute to internal and client project meetings as needed.

  • Determines work procedures issuing oral and written instructions. Expedites workflow by coordinating the sharing of information between customer and service technician(s). Prepares work schedules and assigns and monitors duties to service personnel for efficiency.

  • Communicate with the Project Manager on any delays, RFI’s, and identify necessary change orders.

  • Troubleshooting, and programming of commercial / enterprise-wide access control systems, IP CCTV systems, wireless networks, and intrusion detection systems

  • Deliver oversight to ensure the highest level of customer satisfaction and quality controls

  • Furnish the optimized view and function of security cameras

  • Assist post-sales engineering and project management as necessary with technical issues & redesigns

  • Evaluates the quality of service provided to customers and develop procedures to maximize customer satisfaction. Ensures diplomacy concerning customer service-related concerns.

  • Develop, train, and enforce site safety and cleanliness requirements with staff

  • Develop, train, and optimize technical standards for all installation products with staff

  • Provide guidance and mentoring to staff for technical and professional development

  • Maintain detailed and accurate notations of configuration management of client sites.

  • Maintains Weekly Time Scrubs, Vehicle Inspections, Fleet Program, Vehicle Maintenance, and Drive Time Qualification. Ensures current licensing is maintained by all associates as required by company policy/state and/or federal law.

  • Assure all service communication and documentation is accurate and complete

  • Provide detailed redlines to production documentation for final as-built documentation

  • Complete internal projects as assigned.

  • Cultivate client relationships into partnerships.

  • Maintain and develop a healthy and positive team culture.

  • Other duties as required or assigned by company management.

 

REQUIREMENTS:

  • High school graduate or GED required. Technical or college degree in a related field preferred.

  • 10+ years of experience installing Access Control & CCTV systems in a commercial environment or similar equivalent combination of work experience

  • 5+ years of management experience in the similar industry

  • IT Technical experience, IP Networking (TCP/IP), Switching, Firewall, Microsoft Platforms, Linux Platforms, Storage Arrays, SAN/NAS Technologies, Wireless Infrastructures.

  • Manufacturer certifications in Avigilon, Bosch, ICT preferred

  • Responsible for reading and interpreting wiring diagrams, schematics, and blueprints

  • Strong organizational skills

  • Excellent verbal and written communication skills

  • Excellent ability to multi-task in a fast-paced environment

  • Ability to address performance concerns in a direct, amenable, and fair manner

  • Strong ability to assess project status and take actions to address and make up for any parts of the process that may delay project completion beyond the scheduled end date

  • Ability to quickly learn new or unfamiliar technology and products using documentation and internet resources.

  • Ability to work with all levels of staff within and outside the organization.

  • Possess excellent mechanical, analytical, and problem-solving skills

COMPANY BENEFITS:

  • Company 401k with a 100% match on the first 6% of contributions

  • Salary increases based on job performance, ability to handle increasing levels of responsibility, completion of relevant certifications, and the overall state of the company

  • Flexible vacation / paid time off (subject to company policy)

  • Personalized scheduling for work/life balance

  • Medical, Dental & Vision Benefits, STD, LTD, Life, and AD&D Insurance

  • Education Program

  • Professional development plan designed to help you achieve your professional goals

 

If interested in applying for this position, please select the “APPLY” button below or send an e-mail to jobs@twgsecurity.com with a current resume and contact information. Please enter the role you are interested in as the subject line.

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