Operations Manager

Job Description

Job Description

Operations Manager – Automatic Gate Systems

Department: Operations
Reports To: General Manager 
Employment Type: Full-Time

Position Summary

The Operations Manager is responsible for overseeing the day-to-day service, installation, maintenance, and project operations for automatic gate entry and access control systems . This role leads field technicians, installers, dispatch, and operational support teams to ensure projects and service calls are completed safely, efficiently, on schedule, and within budget.

The ideal candidate has strong field operations experience within automatic gates, gate operators, access control, barrier arms, low-voltage systems, and commercial entry systems . This individual should be comfortable managing technicians, troubleshooting operational challenges, monitoring job profitability, and ensuring a high level of customer satisfaction.

Key Responsibilities

Operations & Field Leadership

• Manage daily installation, service, repair, and preventative maintenance operations for automatic gate and entry systems.
• Lead, coach, and develop gate technicians, installers, service technicians, and other field personnel.
• Coordinate technician schedules, manpower, vehicles, equipment, and materials.
• Monitor field productivity, utilization, overtime, job completion, and technician performance.
• Ensure technicians have the proper drawings, equipment, materials, access information, and job scope prior to dispatch.
• Conduct regular operations meetings and communicate daily and weekly priorities.
• Provide field support for complex installations, service issues, and troubleshooting when necessary.

Automatic Gate & Entry System Operations

Oversee service and installation involving systems such as:

• Automatic sliding and swing gates
• Commercial gate operators
• Barrier arms and parking gates
• Vehicle detection loops and sensors
• Telephone entry and intercom systems
• Card readers and credential-based access systems
• Keypads and wireless entry systems
• Access control panels and controllers
• Safety devices, photo eyes, edges, and monitored entrapment protection
• Maglocks, electric strikes, and associated low-voltage hardware
• Pedestrian gates and controlled entry points
• CCTV and video surveillance integrations
• Network-connected access control systems
• Preventative maintenance and emergency gate service

Service & Installation Management

• Oversee new installations, service calls, repairs, upgrades, and preventative maintenance agreements.
• Review installation scopes, plans, equipment schedules, and labor requirements before work begins.
• Ensure gate systems are installed and serviced according to manufacturer requirements and applicable safety standards.
• Monitor open work orders and projects to ensure timely completion and proper documentation.
• Work closely with dispatch, service coordinators, project managers, estimators, and sales representatives.
• Manage job-site issues including equipment failures, scope changes, scheduling conflicts, and customer concerns.
• Coordinate subcontractors, vendors, electricians, concrete contractors, and other trades when required.
• Ensure completed jobs are properly tested, documented, closed out, and prepared for billing.

Technical & Quality Oversight

• Provide operational oversight for troubleshooting electrical, mechanical, and low-voltage gate system issues.
• Ensure technicians follow proper diagnostic and repair procedures.
• Maintain quality standards for gate operator installation, access control integration, wiring, conduit, mounting, and equipment placement.
• Reduce service callbacks and warranty-related work through improved installation and service quality.
• Support technicians with advanced troubleshooting and escalation of difficult field issues.
• Ensure systems are properly tested for functionality and safety prior to customer turnover.

Financial & Performance Management

• Manage operations with a focus on revenue, EBITDA, gross margin, and operational profitability .
• Monitor job costing, labor hours, material usage, overtime, callbacks, and warranty expenses.
• Review project and service profitability and identify areas requiring corrective action.
• Track technician productivity and billable utilization.
• Partner with sales and estimating teams to ensure projects are accurately scoped, priced, and operationally achievable.
• Identify opportunities to improve efficiency, reduce waste, and increase service and installation margins.
• Support budgeting, forecasting, and operational planning.

Inventory, Fleet & Equipment

• Ensure technicians have appropriate tools, test equipment, vehicles, and materials.
• Monitor inventory levels for frequently used gate and access control components.
• Coordinate with purchasing and warehouse teams to maintain appropriate stock levels.
• Oversee operational readiness of company service vehicles.
• Ensure tools, ladders, diagnostic equipment, and safety equipment are properly maintained.

Customer Service

• Maintain strong relationships with commercial, industrial, HOA, multifamily, municipal, and property management customers.
• Respond to escalated service issues and operational concerns.
• Ensure customers receive clear communication regarding schedules, service status, project progress, and delays.
• Work with customers to resolve system reliability and performance concerns.
• Promote a strong customer-service culture throughout the operations team.

Safety & Compliance

• Maintain a strong safety culture across all field operations.
• Ensure compliance with applicable UL 325, ASTM F2200, OSHA, manufacturer requirements, electrical codes, and company safety policies .
• Ensure proper installation and testing of monitored safety devices and entrapment protection systems.
• Conduct safety meetings, job-site inspections, and technician training.
• Ensure lockout/tagout and electrical safety procedures are followed.
• Maintain appropriate safety, training, and operational documentation.

Team Development

• Participate in recruiting, interviewing, hiring, and onboarding technicians and installers.
• Develop technicians through ongoing training, coaching, and field mentoring.
• Identify opportunities for manufacturer and industry certifications.
• Conduct performance reviews and establish measurable performance expectations.
• Address attendance, productivity, workmanship, and performance concerns.
• Develop future lead technicians, supervisors, and operational leaders.
• Build a culture of accountability, safety, teamwork, and continuous improvement.

Qualifications

• 5+ years of experience within automatic gates, access control, low-voltage systems, security integration, parking systems, or related field service operations preferred.
• 3+ years of leadership or management experience overseeing technicians, installers, or field service teams.
• Strong working knowledge of automatic gate systems, operators, controls, and safety devices.
• Experience with major gate operator and access control manufacturers is highly preferred.
• Familiarity with manufacturers such as DoorKing, LiftMaster, HySecurity, FAAC, Nice, Viking Access, Linear, HID, Brivo, Paxton, or similar systems is a plus.
• Understanding of low-voltage wiring, relays, access control panels, vehicle detection systems, and electrical troubleshooting.
• Familiarity with UL 325 and ASTM F2200 requirements preferred.
• Experience managing installation schedules, service operations, manpower, and job costing.
• Ability to read plans, wiring diagrams, installation drawings, and equipment specifications.
• Strong leadership, communication, and problem-solving skills.
• Ability to manage multiple priorities in a fast-paced service environment.
• Experience with CRM, dispatch, ERP, or field service management platforms; ServiceTitan experience is a plus.
• Valid driver's license and ability to travel to job sites as needed.

Key Performance Indicators

Success in this role may be measured through:

• Revenue and EBITDA performance
• Gross margin performance
• Technician productivity and utilization
• Labor efficiency
• Overtime management
• Service response times
• First-time fix rate
• Installation completion timelines
• Project profitability
• Callback and warranty rates
• Preventative maintenance completion
• Customer satisfaction
• Safety performance
• Job documentation and closeout
• Technician retention and development

Preferred Background

Strong candidates may come from organizations specializing in:

• Automatic gate systems
• Access control
• Parking and revenue control systems
• Perimeter security
• Low-voltage security integration
• Commercial fencing and gate automation
• Electronic security
• Commercial doors and entry systems
• Property access and vehicle control systems