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Job Title: Service Manager

Location: Madison, WI

Job Type: Full-Time

Company: Veteran-owned technology and life-safety solutions company

Position Summary

Seeking an experienced, results-driven Service Manager to lead service operations for Electronic Security, Fire Alarm, CCTV, Access Control, Audio/Visual, and Intercom systems. Ideal candidate has a strong technical background, proven leadership experience, and a commitment to delivering exceptional customer service.

The Service Manager will oversee service technicians, coordinate service schedules, manage customer relationships, ensure compliance with industry standards, and drive operational efficiency while maintaining high levels of customer satisfaction.

Key Responsibilities

Operations Management

• Lead and oversee daily service department operations
• Schedule and coordinate service calls, preventive maintenance visits, inspections, and emergency response activities
• Monitor service performance metrics and improve operational efficiency
• Ensure timely completion of service work per company standards and customer expectations
• Manage service inventory, tools, vehicles, and departmental resources

Team Leadership

• Supervise, mentor, and develop service technicians and support staff
• Conduct performance evaluations and establish development plans
• Coordinate technical training and certification programs
• Foster a safety-focused, customer-centric culture

Customer Relations

• Serve as primary escalation point for customer concerns and service-related issues
• Build and maintain strong relationships with customers, contractors, and vendors
• Conduct customer site visits and service reviews
• Ensure high customer satisfaction and contract retention

Technical Oversight

• Provide guidance on troubleshooting complex systems: Fire Alarm, Access Control, Video Surveillance, Intrusion Detection, A/V, Intercom/Communication systems
• Ensure all work complies with applicable codes, standards, and manufacturer requirements
• Review service reports for accuracy and quality

Financial & Administrative Management

• Manage departmental budgets and labor utilization
• Review and approve service quotations and repair recommendations
• Monitor profitability of service agreements and service projects
• Generate operational reports and performance metrics for management review

Qualifications

Required

• 5+ years of experience in electronic security, fire alarm, CCTV, A/V, or intercom systems
• 3+ years of supervisory or management experience in a service environment
• Strong knowledge of electronic security and life safety systems
• Experience managing field technicians and service schedules
• Excellent customer service, communication, and leadership skills
• Strong organizational and problem-solving abilities
• Proficiency with service management software, Microsoft Office, and mobile technologies
• Valid driver's license and clean driving record

Preferred

• NICET certification (Fire Alarm) or equivalent industry certifications
• Manufacturer certifications from industry-leading platforms
• Experience with access control systems such as LenelS2, Brivo, or similar platforms
• Knowledge of NFPA, NEC, and applicable security and life safety codes
• Project management experience

Compensation & Benefits

• Competitive salary based on experience
• Medical, Dental, and Vision Insurance
• 401(k) with company match
• Paid Time Off and Holidays
• Ongoing technical training and professional development

Why Join

A growing, veteran-owned technology and life-safety solutions company dedicated to innovative security, fire protection, communications, and A/V solutions.

Values teamwork, integrity, accountability, and excellence in customer service.