Service Manager

**Service Manager (Integrated Security Systems)**

**ABC Security Access Systems**

ABC Security Access Systems is celebrating 85 years in business

We are a leading security systems integrator, specializing in commercial, industrial, institutional and government markets.

To learn more about ABC Security, visit: abcsecurity.ca.

**Position Overview**

The Service Manager is a member of ABC Security’s leadership team.

The Service Manager oversees the operational activities of the Service Department, manages and develops the Service Department staff, and develops and implements new business strategies, policies, and procedures within the Service Department to improve company performance.

The Service Manager leads a team of approximately 10 people and reports to the General Manager.

**Key Responsibilities**
- **Technical Support**:_
- Provide technical training, support, and guidance to Security Systems Technicians, Automatic Door Technicians, and Locksmith/ Door Technicians via phone call, video call, in-office, and in the field as needed.
- **Manage Service Department Staff **_(Approximately 10 People)_**:_
- Onboard new staff.
- Allocate tasks to Service Department staff.
- Ensure that personnel attain quality and service standards established by the company.
- Conduct formal performance reviews and provide feedback to staff on an ongoing basis.
- Ride along with Service Technicians on a rotating basis.
- Maintain Technical Skills Matrix for each technician in the Service Department; use the Technical Skills Matrix to develop Service Technicians.
- Ensure that staff complete all mandatory training and schedule staff for technical training as required.
- Address and document performance, behavioural, and interpersonal issues.
- Enforce organizational policies and procedures.
- Champion health and safety.
- Address time off requests.
- Run monthly Service Department meeting.
- **Sub-Contractor Management**:_
- Coordinate local subcontractors to assist the Service Department when required and approve invoices.
- **Fleet Management **_(Approximately 15 vehicles)_**:_
- Responsible for the assignment, utilization, maintenance, and repair of fleet vehicles.
- Serve as the primary contact concerning the vehicle fleet and operations.
- Maintain current and accurate fleet management documentation.
- **Oversee Invoicing and Inventory**:_
- Edit work orders for billing.
- Authorize disputed service task/warranty claims.
- Administer inventory adjustments which pertain to no charge items being consumed.
- **Dispute Resolution**:_
- Provide excellent dispute resolution on behalf of ABC Security when client issues are escalated by lower-level staff.
- Update resources and processes in order to improve client experience.
- Build and maintain excellent relationships with clients.
- **Financial Management**:_
- Monitor financial performance to ensure the department is meeting or exceeding budgetary commitment.
- Develop and implement strategies in order to improve the financial performance of the Service Department.
- Review employee expenses for reimbursement.
- Administer approval to Technicians for tool replacements within company policy.
- Provide weekly payout data for emergency services and overtime worked by Technicians.
- **Data Collection, Analysis, and Reporting**:_
- Analyze and report on the department’s daily, monthly, and annual key performance indicators on industry trends.
- Collect Technician performance data and provide weekly report to General Manager.
- **Operational Strategies, Policies, and Procedures**_
- Develop and implement new business strategies for creating or improving processes and procedures to improve company performance.
- **Other**:_
- Serve as back-up dispatcher if Dispatcher and Assistant Service Manager are both absent.
- Other duties as assigned by management.

**Requirements**:

- Minimum 5 years’ experience as a Service Manager in a security systems company.
- Minimum 5 years’ experience as a Field Security Technician.
- Industry certifications and training are considered an asset.
- Knowledge of programming and the proven ability to troubleshoot problems and look for solutions.
- Exceptional ability to interpret manuals, schematics, wiring diagrams.
- Able to use standard or specialized test instruments.
- Able to obtain a Criminal Record Check if necessary.
- Proficient in Microsoft Office (Excel, Outlook, Word, etc.).
- Computer literate and able to learn new software.
- Proven leadership and staff management abilities.
- Exceptional communication skills (written and verbal).
- Able to collaborate with a variety of internal and external stakeholders in a professional manner.
- Able to think strategically.
- Strong problem-solving skills.

**Working Conditions**
- In the office (spending extended amount of time sitting at a desk, using the computer, telephone, etc.).
- Attending various job sites when needed (ex. construction sites, condos/ apartments, commercial and i