Service Manager

Job title:Service Manager

Location:Houston or Galveston, TX

Duration: 36 Months

Description:
The following qualifications and governance competencies are required at the Service Manager level:

a) Motorola MOTOTRBO Capacity Max: Motorola Partner/Support Portal Familiarization, and System Architecture & SLA Oversight.

b) Federal Signal PAGA: Lifecycle Management, and Compliance & Regulatory Reporting.

c) FFT Intrusion Detection: Performance Oversight, and Incident & KPI Governance.

d) LenelS2 OnGuard: System Administration and Access Governance.

e) Milestone XProtect: Video Retention & Compliance Governance.

Minimum Technical Competency Requirements

In addition to the OEM-aligned certifications, all field personnel shall demonstrate the following core technical competencies:

a) Perform installation, testing, preventive maintenance, and corrective maintenance on PAGA, Radio, SLAN, Structured Cabling, CCTV, Access Control, and Intrusion Detection systems;

b) Interpret wiring diagrams, network topologies, and configuration documents.

c) Perform basic IP networking tasks including static IP assignment, subnetting, and VLAN configuration.

d) Conduct diagnostics and replace failed components as required.

Overview to understand the role

Service Manager (PMgr)

This role is different from the other two.

The Service Manager does not necessarily need to spend every day installing equipment. This person is responsible for overall service delivery and governance.

What kind of candidate?

Look for someone who has managed:

• Telecom service contracts
• Field service teams
• Maintenance operations
• SLA performance
• Customer relationships
• Incident management
• KPIs
• Compliance
• System lifecycle
• Preventive maintenance programs
• Vendor/OEM coordination

Typical titles:

• Service Manager
• Telecom Service Manager
• Technical Service Manager
• Field Service Manager
• Operations Manager
• Communications Systems Manager
• Telecom Operations Manager
• Security Systems Service Manager
• Program Manager Telecom
• Technical Project Manager

Main skills

The candidate should understand the technologies, but the emphasis is on managing the service.

Look for experience with:

• SLA management
• KPI reporting
• Incident management
• Escalation management
• Preventive maintenance planning
• Corrective maintenance oversight
• Compliance reporting
• Regulatory requirements
• Asset and lifecycle management
• Customer/stakeholder management
• Team management
• Vendor/OEM management
• Service delivery

Technology-specific knowledge

They should have familiarity or oversight experience with:

• Motorola MOTOTRBO Capacity Max
• Federal Signal PAGA
• FFT Intrusion Detection
• LenelS2 OnGuard
• Milestone XProtect