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IT Service Manager

3 weeks ago

Niagara Falls, Canada Design Electronics Full time

Design Electronics is widely known for providing the best in cutting-edge custom installations and employing the latest technologies from notable brands who offer audiovisual, lighting, control, and security system products. Our projects are delivered on time, on budget, with unmatched service.

We are headquartered in Niagara Falls, Ontario. Our 30,000 sq. ft. research and development and custom-fabrication facility houses a dynamic team of sales professionals, system designers, certified technicians and engineers, and installers.

We offer a complete turn-key service, ensuring seamless integration over every entire installation process and guaranteed customer satisfaction. Our team has vast experience in the industry, and our technical team has an impressive list of specialized certifications. We have InfoComm Certified Technology Specialists (CTS), Crestron Master Programmers, Savant Programmers, and Certified Surveillance System Installers/Technicians, and several of our professionals have Crestron Designations and Lutron Certifications.
- **About the Role**_
Reporting to the Operations Manager and in cooperation with the Sales Engineering, and Integration teams, the **IT Service Manager** will be responsible for managing all service and support, with key focus on break/fix incidents, system updates, project warranties, working directly with priority level SLA clients. In addition, to provide service excellence to Design Electronics’ client with continuous contributions in making ongoing improvements to Design Electronics’ internal processes and client programs.

**Type**:Full Time | Permanent

**Schedule**:Day Shifts | (8 to 5pm)

**Hours per Week**:40 hours | Monday to Friday

**Education**:College (preferred)
- **Why Join Us?**_
- We are a family-based environment, with an experienced team of audio-visual professionals.
- We offer an opportunity for career growth and professional development.
- Located in the beautiful Niagara Region, Ontario.
- **What We Offer You**_
- $80,000 to $95,000, commensurate with experience
- Performance-based incentives.
- Four (4) weeks of vacation.
- Flexible working hours and worktime.
- Competitive health benefits.
- Travel allowance.
- Discounts on personal electronics purchases.
- **Your Impact**_
- Lead and manage accountability for the service department.
- Work with Chief Technical Officer in the development & training plans for technical resources and client support.
- Oversee agreements (SLAs), service tickets, system and/or component update/upgrade projects for Design Electronics key clients.
- Provide technical support and escalation path for key Clients and service team members.
- Oversee and manage resources for afterhours “Tech On-Call” program for mission critical/concierge clients.
- Client billing, financial management, and reporting.
- Product management, including acquisition, deployment, RMA, bench testing, and repairs.
- Oversee time management for all service team members.
- Work in cooperation with Sales in the offering/quoting/promoting service level programs to new clients.
- Maintain clear and concise service, support, and agreement level records.
- Hold weekly department meetings and participate in operational level meetings, initiatives, and internal projects/programs.
- Perform other duties as assigned based upon business needs.
- **About You**_
- 10+ years of experience in audio visual industry and/or information technology, inclusive of installation experience, is required.
- Technical degree, certifications and experience with networked systems, home & office control/automation, audio video, surveillance, and access control products are required.
- Strong managerial, leadership, and communication skills are required.
- Crestron, Control4, Lutron and access control experience an asset.
- Operation and Management of ticket-based ERP systems is an asset.
- Proficient working skills with Microsoft Office Products.
- Financial Management, Billing, and Reporting.
- Superb customer service and solution oriented.
- Must hold a valid G-level Ontario driver’s license.
- Bondable and have a clean record for Level 3 security clearance.
- Ability and will to meet challenging deadlines.
- Ability to manage confidential information with tact and diplomacy.
- **How you Join Us**_

Design Electronics is an equal opportunity employer committed to inclusive, barrier-free recruitment and selection processes and work environment. We will accommodate the needs of the applicants under _the Ontario Human Rights Code_ and the _Accessibility for Ontarians with Disabilities Act (AODA)_ throughout all stages of the recruitment and selection process. Please advise the Human Resources Department to ensure your accessibility needs are accommodated throughout this process. Information received relating to accommodation measures will be addressed confidentially.

**Job Types**: Full-time, Permanent

**Salary**: $80,000.00-$95,000.00 per year

**Benefits**:

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