Service Manager - Low Voltage & Special Systems

Job Description

Job Description

Job Title: Service Manager – Low Voltage & Special Systems

Summary:

The Service Manager is responsible for overseeing the daily operations of the Service Department in a low voltage construction company specializing in systems including audio-visual (AV), access control, CCTV, structured cabling, fire alarm, and other integrated technologies. This role ensures timely and professional service delivery to clients, manages service technicians, coordinates scheduling, and drives departmental growth and customer satisfaction. This role will have revenue and growth targets.

Key Responsibilities:

• Lead, supervise, and support service technicians and service coordinators.
• Manage scheduling, dispatching, and execution of all service work, ensuring optimal technician utilization and response times.
• Act as a primary point of contact for escalated service issues and customer relations.
• Evaluate and improve service department processes, ensuring efficiency, safety, and quality standards.
• Develop and track departmental KPIs, productivity goals, and customer satisfaction metrics.
• Maintain detailed records of service calls, work performed, materials used, and customer communications.
• Collaborate with sales, project management, and engineering teams to ensure seamless transition from project completion to ongoing service support.
• Provide technical guidance on AV systems, low voltage infrastructure, and integrated technologies.
• Assist in hiring, training, and professional development of service personnel.
• Ensure compliance with applicable codes, safety regulations, and company policies.
• Manage inventory of service-related parts, tools, and vehicles.
• Identify and close opportunities for service revenue growth such as Service and Maintenance Agreements, onsite development of scope, and cold/warm/hot leads from within the business.

Required Qualifications:

• Must possess company core values: Character, Commitment, Competence, Curiosity
• 5+ years of experience in the low voltage industry, with strong knowledge of AV, access control, surveillance, fire alarm, and network cabling systems.
• 2+ years of experience in a leadership or supervisory role.
• Strong organizational, leadership, and communication skills.
• Ability to read and interpret construction drawings and system schematics.
• Proficient with the use of computers, personal digital devices, and office software.
• Strong problem-solving skills and customer service orientation.
• Valid driver’s license and clean driving record.

Preferred Qualifications:

• 2+ years low voltage sales experience
• Industry certifications (e.g., CTS, NICET, BICSI, or manufacturer-specific credentials).
• Experience with Sage Contractor, D-tools, or other scheduling and bid software.
• OSHA 10/30 certification.
• Experience managing warranty, preventive maintenance, and recurring service contracts.

Physical Requirements:

• Ability to sit, stand, and walk for extended periods.
• Capable of occasional field work, including site visits and technician ride-alongs.
• Lift and carry 50+ lbs occasionally.

Working Conditions:

• Office and field-based role with travel to customer sites.
• Fast-paced environment with dynamic priorities.

Commercial Construction - Low Voltage Electrical

Company Description

Commercial Construction - Low Voltage Electrical