Associate Service Manager

Department: Service (D2CS)Reports To: Service Management (Service Manager, Program Manager, VP)FLSA: ExemptHours of Work: Mon – Fri, 8AM – 5PMLocation(s): Niantic, CT / Norcross, GA / Bentonville, AR / Madison, WIWho We AreTelaid helps enterprise clients accelerate technology adoption to achieve their business objectives. We design, deploy and support critical technologies, reducing time, task, cost and risk associated with managing technologies in complex, multi-site environments. But Telaid is not your ordinary technology integrator. Committed to excellence, our vision is to be a people first, customer obsessed company with great (not perfect) leaders who strive to provide the best possible experience for our employees, partners and customers. We’re working hard to build and maintain a culture of integrity, trust and accountability that attracts, trains and retains the right employees for the right roles. If you’re looking for a great place to work, learn and advance your career, get to know Telaid!Our Core Values are – Be Proactive, Be a Team Player, Take Ownership & Do the Right ThingSummary of PositionThe Associate Service Manager is a customer-obsessed professional focused on achieving SLA targets, driving operational and financial performance (P&L), and fostering strong client relationships through seamless, frictionless and proactive engagement. This role may include direct reports and serves as the first escalation point for both team and client issues. The ideal candidate is committed to customer success, timely issue resolution, and creating long-term value for customers and Telaid.Primary Duties and ResponsibilitiesAchieve revenue and margin targets while maintaining SLA and budget adherence.Monitor KPIs to drive operational and process improvements.Manage escalations and build strong partnerships to support customer retention and contract renewals.Provide regular customer-facing reports and updates on assigned accounts.Participate in recurring customer calls and maintain detailed documentation of work orders and updates.Review technician deliverables to ensure quality and compliance; approve payments as needed.Oversee dispatches, material ordering, scope creation, and labor cost management to ensure adherence to budgets.Collaborate with cross-functional teams to meet SLA targets and implement account-specific improvements.Identify opportunities for service and process enhancements.Perform additional duties as assigned by management.Skills and Personal AttributesCustomer obsessed with a passion for delivering exceptional service.Proficient in MS Office 365, especially Excel, with solid skills in business writing and client reporting.Excellent organizational and time-management skills with strong attention to detail.Ability to multitask and prioritize effectively in a fast-paced environment.Proactive and results-driven, focused on customer success and operational efficiency.Ownership mindset, with decision-making informed by analysis and experience.Clear and professional communicator with a collaborative approach.Composed under pressure, with energy and a positive attitude.Commitment to continuous learning and personal development.Education and ExperienceB.A. from a four-year college or university in business, operations management, or a related field, or equivalent work experience.PMP and trade-specific certifications (e.g., NICET, Genetec) preferred.Minimum of 5 years' experience in a customer-focused role, such as retail management, IT support, or project coordination.At least 3 years' expertise in store technologies and/or security systems.Experience in reactive service maintenance and basic P&L responsibilities.Additional RequirementsOccasional monitoring and direction of off-hours/weekend team members may be required where dictated by escalations.Benefits401k with employer matching and Profit SharingMedical, Dental, Vision, Life and Disability Insurance BenefitsEmployee Assistance Program (EAP)Paid Time Off (PTO)Other Voluntary Benefits:Critical Illness and Accident InsurancePet InsuranceBark – Parental controls to ensure online safety for kidsNorton LifeLock Identity ProtectionEmployee Discount Program #J-18808-Ljbffr