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. About The Role Pro-Tec Design is seeking an experienced Service Manager to lead the day-to-day operations of the service department for commercial physical security and low-voltage systems. This role is responsible for leading field service operations, supporting service technicians and subcontractors, driving client satisfaction, and delivering strong service profitability. The Service Manager will oversee service delivery for integrated security systems including access control, video surveillance, intrusion detection, intercom, and related low-voltage technologies. The role requires a leader who can work effectively with technicians, field operations, customers, internal stakeholders, and labor resources in a fast-paced service environment. This is a strong fit for candidates who have led field service teams in security systems integration, low-voltage, electrical, fire alarm, building systems, or other trade-service environments. Why Join Pro-Tec Design Employee-owned company where individual contributions matter. High-impact leadership role with direct responsibility for service execution, customer experience, and department performance. Opportunity to improve processes, develop technicians, and help grow recurring service revenue. Collaborative environment with close coordination across operations, sales, and field teams. Key Responsibilities Lead and manage all service department operations and daily 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). Supervise, coach, and support field service technicians, including coordination with subcontractors and additional labor resources when required. Oversee scheduling and dispatch of service technicians to ensure timely response, efficient utilization, and strong customer communication. Partner with field operations and internal leadership to align labor resources with service demand, project turnover, and customer expectations. Ensure a seamless transition from installation to service by conducting customer handoff meetings, reviewing project documentation, and confirming service contract requirements are in place. Maintain professional communication with customers, technicians, sales, operations, and other stakeholders throughout the service lifecycle. Manage escalations, service issues, and customer concerns with urgency and sound judgment. Maintain accountability for service quality, workmanship standards, response times, and ticket closure. Review and approve employee timesheets, expense reports, subcontractor invoices, and related service documentation accurately and on time. Oversee accurate billing for service work and ensure each service ticket is billed correctly or assigned to the proper contract or warranty coverage before closure. Administer customer warranty programs and ensure customers understand warranty coverage, response timelines, and service expectations. Support service agreement renewals and work with the sales team to identify new service offerings, recurring monthly revenue opportunities, and long-term account growth. Help ensure compliance with customer contract requirements, internal processes, and service documentation standards. Oversee preparation of service reports, audit support documentation, and management reporting as needed. Maintain working knowledge of current physical security technologies, low-voltage systems, and service best practices. Use ConnectWise, Smartsheet, and related systems to maintain accurate and timely records, including customer communication, service agreements, schedules, drawings, material tracking, technician timecards, and ticket status. Well Qualified Candidates Will Have Experience Similar To 3 or more years of experience managing service operations in physical security, low-voltage, electrical, fire alarm, building systems, or a related trade-service environment. 3 or more years of leadership experience supervising field service technicians, crews, subcontractors, or operations personnel. Experience supporting or leading field teams in a commercial service environment with multiple active customers, priorities, and response commitments. Strong understanding of dispatch, scheduling, ticket management, customer communication, and field service coordination. Experience with service contract administration, recurring monthly revenue programs, customer retention, and service profitability. Ability to resolve conflicts, manage escalations, and make sound operational decisions under pressure. Strong organizational, communication, and leadership skills. Preferred Qualifications Direct experience in the physical security or electronic security integration industry. Experience managing service operations for integrated security systems such as access control, video surveillance, intrusion detection, intercom, or related low-voltage platforms. Experience working with technicians in a union environment or in coordination with union labor resources. Experience with budget ownership, service gross margin performance, departmental forecasting, or P&L accountability. Familiarity with industry standards, codes, and regulations related to electronic security and low-voltage systems. Ability to interpret floor plans, technical drawings, specifications, and service documentation. Experience with security certifications or compliance standards such as UL 2050, PSP, or similar. Working knowledge of ConnectWise Manage, BrightGauge, Smartsheet, QuoteWerks, or similar service management and reporting tools. Relevant Backgrounds Candidates with experience in roles such as the following are encouraged to apply: Service Manager Field Service Manager Operations Manager Security Systems Service Manager Low-Voltage Service Manager Electrical Service Manager Technical Services Manager Service Operations Manager Field Operations Supervisor Union or trade-service field leader with service management experience Systems and Industry Keywords Physical security, electronic security, low-voltage systems, service operations, field service management, commercial security systems, access control, video surveillance, VMS, intrusion detection, intercom, service contracts, recurring monthly revenue, dispatch, scheduling, technician supervision, subcontractor management, customer retention, service profitability, service ticket management, warranty administration, commercial integrator environment. Key Competencies Strategic thinking and execution Process-oriented mindset Technical problem-solving Team leadership and mentorship Customer focus Financial acumen Strong interpersonal communication Client relationship management Benefits Health, dental, vision insurance, life, short and long-term disability. 401(k) with company match. Paid time off (PTO) and holidays. Continuous training and development opportunities. Supportive and collaborative work environment. Application Note Candidates with strong service leadership experience from adjacent technical trades are encouraged to apply, even if their background is not exclusively in physical security. Experience leading technicians, managing service operations, and delivering strong customer outcomes in a commercial field-service setting is highly valued. #J-18808-Ljbffr