Service Manager

About this role

Position Overview

We are seeking a dynamic and results-driven Service Manager to join our team. This key leadership position will oversee the service department at every Digi location, including owning profit and loss (P/L) management, assist with sales of recurring service agreements, and developing and implementing of our maintenance service programs. The Service Manager will play a critical role in ensuring the highest level of service delivery and customer satisfaction across all branches by supporting Digi's service technicians. This is an in-person role that can be based out of any Digi office.

Key Responsibilities

• Service Department Leadership: Lead and manage the service department's operations, ensuring optimal performance, efficiency, and financial health, including responsibility for the P/L.

• Sales of Service Contracts: Collaborate with sales teams to develop strategies for increasing service contract sales and renewals.

• Maintenance Program Development: Develop, plan, and refine our maintenance service programs to meet evolving customer needs and industry standards.

• Team Management: Oversee both remote support and onsite service technicians, ensuring they provide top-of-the-industry service levels to customers.

• Service Delivery Excellence: Ensure timely and high-quality service delivery across all branches, maintaining the highest level of partner and customer satisfaction.

• System Optimization: Working with the IT team, ensure our ticketing systems and processes are optimized for industry leading employee and client experiences.

• Partner Relations: Foster strong relationships with clients and partners to ensure satisfaction and continued service opportunities.

• Cross-Department Collaboration: Work closely with other departments, including sales and operations, to ensure seamless integration of service programs and initiatives.

Qualifications

• Experience: 5+ years of experience in service/service management, preferably in the security systems or low voltage industry.

• Leadership: Proven track record of leading and developing high-performing service teams in a multi-location environment.

• Technical Knowledge: Preference will be given to candidates with a strong understanding of low voltage systems, security technologies, and industry best practices.

• Communication: Excellent verbal and written communication skills, with the ability to interact with technical teams, clients, and executive leadership.

• Problem Solving: Demonstrated ability to solve complex service delivery challenges while maintaining a customer-centric approach.

• Education: Bachelor's degree in business, engineering, or a related field is preferred, or equivalent work experience.

Benefits

• 3 weeks vacation accrual rate after first year of employment

• Paid sick time included

• 9 company-wide paid holidays throughout the year

• 401k plan w/corporate matching structure

• Full health benefits offered - medical, dental and vision

• Included life and long-term disability insurance, additional available for purchase

• Accident/critical illness insurance available for purchase

• Required training/licensing paid for by company

• Voluntary professional development opportunities

• Company laptop, company phone, uniforms and gear

Physical Requirements

• Must be comfortable utilizing a computer in an office setting for long periods of time.

• Must be comfortable traveling to and working on job-sites.

• Must have a current, valid driver's license in the state of which you are applying and have the ability to meet our company driving standards.

Disclaimer: This job description is not all encompassing of job responsibilities and is not in any way a binding document. It does not affect the at will nature of employment at Digi Security Systems.

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