Service and Integration Manager

About New Age Group For more than 25 years,

The New Age Group

has delivered security and technology solutions for residential, commercial, industrial, institutional, and multi-residential clients. Our expertise includes access control, video surveillance, intrusion alarms, ULC inspections, structured cabling, fiber optics, intercom systems, networking, and integrated technology platforms. We are committed to delivering high-quality workmanship, innovative solutions, and exceptional customer experiences. Our technicians work with leading manufacturers and technologies while benefiting from ongoing training, certification programs, and clearly defined career progression opportunities.

Position Summary The Service & Integration Manager is responsible for leading the Service Department, Security & Integration Support Team, and Field Operations Team. This role oversees service delivery, technician development, customer satisfaction, department performance, quality assurance, safety compliance, SOP management, resource planning, and operational excellence.

The successful candidate will be both a people leader and technical leader, ensuring customers receive exceptional service while supporting the growth and development of our technicians and support staff.

This position is responsible for managing the complete lifecycle of service operations, from customer requests and dispatching through resolution, quality control, training, and continuous improvement.

Key Responsibilities Leadership & Team Management

Lead and manage Service Coordinators, Security & Integration Support Technicians, Technicians, Senior Technicians, and Lead Technicians.

Recruit, interview, onboard, and develop team members.

Conduct performance reviews and career development discussions.

Develop training and certification programs.

Manage succession planning and employee growth.

Promote a culture of accountability, professionalism, and customer service.

Service Department Operations

Oversee daily service operations.

Manage service dispatching and technician scheduling.

Monitor response times and service-level agreements.

Ensure timely completion of service requests.

Review work orders and service documentation.

Manage customer escalations and issue resolution.

Improve department efficiency and service delivery processes.

Technical Leadership Provide oversight and support for:

ICT Access Control & Intrusion Systems

Axis Communications Platforms

Milestone XProtect Systems

CDVI Access Control Systems

Mircom Entry Systems

DoorGuard Entry Systems

UniFi Networking Solutions

SOP & Knowledge Base Management

Develop and maintain Standard Operating Procedures.

Verify and approve new SOPs.

Manage technician certification requirements.

Ensure training records remain current.

Maintain the New Age Knowledge Base.

Coordinate manufacturer training programs.

Standardize service delivery procedures.

Quality Assurance

Conduct service quality audits.

Review completed projects and service work.

Verify installation standards are maintained.

Manage deficiency tracking and corrective actions.

Ensure customer turnover procedures are followed.

Monitor technician performance and workmanship standards.

Customer Experience

Maintain high customer satisfaction levels.

Manage customer concerns and escalations.

Conduct periodic customer reviews.

Support account retention initiatives.

Review service trends and recurring issues.

Develop long-term customer relationships.

Health & Safety

Ensure compliance with company safety policies.

Conduct regular field safety audits.

Verify Working at Heights compliance.

Verify WHMIS compliance.

Monitor Aerial Lift certification requirements.

Manage safety training records.

Lead incident investigations and corrective actions when required.

Fleet & Asset Management

Manage company vehicle fleet.

Oversee vehicle inspections and maintenance schedules.

Manage technician tools and equipment.

Track inventory and assets.

Maintain calibration and testing records.

Ensure proper utilization and accountability of company resources.

Financial & Operational Performance

Monitor technician utilization.

Review service profitability.

Manage overtime approvals.

Assist with departmental budgeting.

Review warranty claims.

Support inventory and purchasing controls.

Monitor key performance indicators (KPIs).

Requi