Territory Service Lead

Job Description

Job Description

Position Title: Service Lead
Location: Fort Myers, FL
Salary Interval: Salary, Paid Weekly

About Us
Modern Tek Solutions is locally owned and operated in Southwest Florida and is a leading provider of technology solutions, specializing in low voltage infrastructure and network services. We pride ourselves on delivering high-quality services to our clients, ensuring seamless communication and connectivity in today's fast-paced digital landscape.

Our Mission
To implement tailored and extraordinary modern-day technology, while achieving complete customer satisfaction in all of Florida.

Job Summary:
The Service Lead is responsible for the overall performance of service operations within an assigned market. This role owns service execution, customer relationships, quoting accuracy, and team coordination to ensure work is delivered efficiently, professionally, and to Modern Tek Solutions’ standards.
The Service Lead serves as the primary point of accountability for service delivery within the market, ensuring technicians are supported, customers are well served, and opportunities are scoped and closed accurately. While this role may step into the field when needed, the primary focus is leadership, coordination, and execution oversight.

Responsibilities:
1.    Own service delivery within the assigned market, ensuring consistent execution, quality, and customer satisfaction.
2.    Serve as the primary service contact for customers within the market, building trust and maintaining strong working relationships.
3.    Build, review, and deliver service quotes, ensuring accurate scope definition, pricing consistency, and margin alignment.
4.    Follow up on open opportunities and support closing service work within the market.
5.    Coordinate job scheduling, priorities, and resource allocation to ensure efficient use of labor and timely completion of work.
6.    Oversee material planning and procurement for service jobs, coordinating with vendors to avoid delays or shortages.
7.    Support and guide Lead Service Technicians and Service Technicians within the market.
8.    Provide coaching, direction, and feedback to service personnel to improve performance and professionalism.
9.    Act as the primary escalation point for service-related issues within the market.
10.    Monitor job progress, quality, and customer satisfaction, addressing issues proactively.
11.    Track and report on market-level service performance including productivity, responsiveness, and job outcomes.
12.    Identify opportunities to improve service processes, efficiency, and customer experience within the market.
13.    Collaborate with regional and executive service leadership to align market operations with company goals.
14.    Step into field support as needed to maintain job flow, resolve technical challenges, or support the team.
15.    Manage and develop service personnel within the assigned market, including time and attendance oversight, performance management, coaching, and conducting regular one-on-ones and performance reviews.
16.    Ensure technicians are properly trained by identifying skill gaps and coordinating appropriate development through internal programs, on-the-job training, or external certifications as needed.

Qualifications:
1.    5+ years of experience in low-voltage, structured cabling, or related service environments.
2.    Strong understanding of low-voltage systems including structured cabling, fiber, CCTV, AV, and access control.
3.    Demonstrated experience leading field teams and coordinating service work.
4.    Experience with quoting, scope definition, and customer-facing service coordination.
5.    Ability to balance field realities with operational and customer expectations.
6.    Strong communication, organization, and problem-solving skills.
7.    Ability to work independently while maintaining alignment with company standards and leadership direction.

Physical Requirements:
1.    Ability to work in active jobsite environments including hotels, commercial buildings, and construction sites.
2.    Ability to lift, carry, and handle tools and materials commonly used in low-voltage installations.
3.    Ability to climb ladders, work in ceilings, and perform tasks requiring standing, bending, and kneeling.
4.    Ability to travel locally within the assigned market as needed.

Additional Company Information:
This is a full-time position offering:
-    Paid time off
-    Sick days
-    401K with 3% matching
-    Medical, dental, vision, and long-term disability coverage
-    Yearly profit-sharing bonus*

Modern Tek Solutions is an Equal Opportunity Employer and promotes a Drug Free Workplace.

Note: This job description is intended to convey information essential to understanding the scope of the position and is not an exhaustive list of skills, efforts, duties, responsibilities, or working conditions associated with it. The company reserves the right to modify the description at any time or to reasonably accommodate individuals with disabilities.