Head of Operations, Sales and Service

Tri-City Technologies is hiring a Service Sales & Operations Manager to lead and grow our service business across video surveillance, electronic access control, audio/visual, structured cabling, and integrated low‑voltage systems. This role oversees all aspects of service operations within the Technologies Division — managing service contracts, growing customer relationships, quoting and selling service work, and ensuring the successful execution of service projects. It requires a strong balance of technical understanding, customer‑facing sales ability, operational leadership, and business acumen to drive profitability and long‑term client satisfaction. This is a customer‑facing service contractor role, not an internal IT management position.

Oversee and manage service contracts, ensuring proper execution, renewals, and profitability

Develop and maintain strong relationships with existing and new customers to ensure satisfaction and long‑term partnerships

Identify opportunities to expand service offerings with current clients and actively pursue new service contracts – growing the recurring service book of business

Act as the primary point of contact for service‑related inquiries, issues, and escalations

Prepare accurate and competitive quotes for service jobs, ensuring profitability and alignment with customer needs; collaborate with internal teams to develop cost estimates, labor projections, and material requirements

Walk customer sites, assess existing systems, and design service programs that match customer needs and risk profile

Oversee service job scheduling, ensuring resources are allocated efficiently and jobs are completed on time

Work closely with field service technicians to ensure quality work and adherence to company standards

Track service job performance, addressing any challenges or delays proactively

Implement and refine processes to improve service efficiency, response times, and customer satisfaction

Develop and maintain service job documentation, including reports, contracts, and customer communications

Monitor and analyze service job profitability, identifying areas for improvement and cost control

Ensure compliance with safety regulations, company policies, and industry standards

Work closely with field service technicians, dispatchers, and administrative staff to ensure smooth service operations

Provide leadership and guidance to the service team, fostering a culture of accountability and customer focus

Collaborate with sales and project management teams to align service offerings with broader company goals

Experience: 5+ years in service management, service sales, account management, or hybrid service operations/sales role — in low‑voltage, security, AV, structured cabling, electrical contracting, or a closely related field

Sales & Business Development: Demonstrated track record of growing a service book of business — bringing in new contracts, expanding existing accounts, and managing renewals

Working knowledge of the systems we service — IP video surveillance, electronic access control, audio/visual, structured cabling, and related low‑voltage technologies. Comfortable walking a job site, reading drawings, and discussing systems credibly with both customer IT/facilities staff and end users

Experience preparing quotes and managing service jobs from inception to completion, with strong commercial instincts on pricing, margin, and contract terms

Customer Service: Strong relationship‑building skills with a focus on long‑term client satisfaction

Project Management: Ability to oversee multiple service jobs, manage priorities, and meet deadlines

Leadership: Strong leadership and organizational skills to manage teams and service operations, with the ability to hold a team accountable

Excellent verbal and written communication skills for customer and internal interactions, including comfort presenting to customer leadership

Performance‑based incentive structure tied to service contract growth and profitability

Company vehicle or mileage reimbursement

Health, dental, and vision insurance

Paid time off and holidaysCareer growth in a division that is investing and expanding — including the opportunity to shape how this service business scales over the next several years