Service Manager

Pro-Tec Design is a purpose-driven Twin Cities security technology integrator, providing consulting, design and installation of Video Surveillance, Card Access Control, Intercom, and Intrusion systems. We use technology to protect an organization's people, data, and assets - keeping business continuity, security procedures and policies on track during a myriad of unforeseen events.

Pro-Tec Design specializes in healthcare, manufacturing, education, city and local governments and continues to grow. The company is 100% employee-owned through an ESOP. We are looking to add talented employee owners to our team to meet growth demands.

Position Overview

                  We are seeking a highly organized and experienced Service Manager to lead and oversee the Service team. This role would be required to champion an exceptional client experience by upholding service standards and methodologies. Build strong, lasting client relationships through effective communication and proactive support. Drive customer satisfaction by identifying opportunities to improve service and strengthen partnerships. Meet revenue and profit goals while identifying new business opportunities. Collaborate internally with all departments to ensure client satisfaction is maintained.

Responsibilities

• Lead and manage all service department operations and activities.
• Work in conjunction with the sales team to identify and support new service offerings, programs, and initiatives to drive revenue growth, including recurring monthly revenue (RMR).
• Ensure a seamless transition from project installation to service support by conducting customer handoff meetings, reviewing project documentation and confirming all supporting documentation for new service contracts are in place.
• Maintain consistent and professional communication with all stakeholders, both internal and external, throughout the service lifecycle.
• Effectively coordinate and utilize internal teams, subcontractors, and external resources to ensure successful service delivery and customer satisfaction.
• Oversee the scheduling and dispatching of service technicians to ensure timely response and efficient resource allocation.
• Coordinate with the Field Operations Manager to secure additional labor resources when necessary to meet customer and operational demands.
• Ensure all escalation procedures, service notifications, and communication protocols are followed in accordance with company policies.
• Review and approve employee timesheets, expense reports, and subcontractor invoices in a timely and accurate manner.
• Administer customer warranty programs by ensuring clients understand warranty coverage, response timelines, and compliance requirements while maintaining accurate service records.
• Oversee the entire portfolio of service contract offerings including intrusion monitoring agreements.
• Support in coordination with the Sales team the renewal of all service offerings while maintaining established gross profit objectives.
• Ensure compliance with all contractual obligations by both the client and the Service Department.
• Maintain accountability for service quality, workmanship standards, and response times.
• Ensure accurate and timely customer invoicing for all service-related work and billing activities.
• Oversee the preparation and delivery of reports, service documentation, and audits required by customers or management.
• Represent the company in a professional and business-like manner to promote customer confidence and satisfaction.
• Maintain current knowledge of physical security industry standards, technologies, and emerging trends.
• Utilize ConnectWise & Smartsheet to ensure complete, accurate, and timely documentation and record keeping, including:
  • Customer and sales communication updates and notifications
  • Service agreements, warranty documentation, schedules, floor plans, and related records
  • Material ordering and tracking processes
  • Review and approval of technician timecards
  • Timely service ticket management and closure
  • Verification that all service tickets are properly billed or assigned to the appropriate contract or warranty coverage prior to closure

Qualifications

Required:

• Minimum of 3 years of experience in the physical security industry, with progressive leadership or service management responsibilities.
• 3+ years of leadership or management experience across cross-functional teams.
• Experience managing service operations for integrated security systems, including access control, video surveillance, intrusion detection, intercom, and related low-voltage systems.
• Proven experience supervising service technicians, subcontractors, and field operations personnel.
• Strong understanding of service contract management, recurring monthly revenue (RMR), and customer account retention. Excellent organizational, leadership, and communication skills.
• Ability to resolve conflicts, manage escalations, and make sound operational decisions under pressure.

Preferred:

• Experience in budget ownership, service profitability, and departmental forecasting.
• Working knowledge of physical security platforms and technologies, including enterprise access control and video management systems.
• Familiarity with industry standards, codes, and regulations related to electronic security and low-voltage systems.
• Ability to interpret technical drawings, floor plans, specifications, and service documentation.
• Experience with security certifications or standards (e.g., PSP, UL 2050).
• Working knowledge of ConnectWise Manage, Bright Gauge, Smartsheet, & QuoteWerks.

Key Competencies

• Strategic thinking and execution
• Process-oriented mindset
• Technical problem-solving
• Team leadership and mentorship
• Customer focus
• Financial acumen
• Strong interpersonal skills
• Client relations

Benefits:

1. Health, dental, vision insurance, life, short and long-term disability.
2. 401(k) with company match.
3. Paid time off (PTO) and holidays.
4. Continuous training and development opportunities.
5. Supportive and collaborative work environment.

If this sounds like you, and you are ready to join a highly motivated employee-owned culture where your contributions matter, we encourage you to apply today.