Physical Security Service Manager; Access Control & CCTV

The Service Manager shall oversee the day‑to‑day operations of the service department. The Service Manager will supervise Service Supervisors, Service Engineers, Specialists, and Associates and provide support, guidance, and mentorship to their subordinates in all matters relating to their duties, technical and non‑technical, and making decisions to correct irregularities in the service process. In addition, the Service Manager will perform as a top escalation point of contact within the Service Department.

• Work with Service Coordinators regarding scheduling and dispatch of tickets in their territory.
• Delegate and direct service tasks; monitor the progress of all current and pending tickets;
• Oversee all services and work spaces in the shop and the field;
• Respond to and resolve service tickets;
• Consistently deliver incredible customer service experiences by offering knowledge and advice and answering questions and concerns;
• Act as the highest local source of information for all service, inventory, and product-knowledge concerns and work process mailers (for both employees and customers);
• Manage and update tickets for invoicing;
• Communicate and maintain good relations with customers;
• Monitor employee work and provide frequent progress reports to improve employee satisfaction and efficiency;
• Follow and abide by all industry standards, regulations, and laws;
• Help train new employees in company procedures, including safety and work processes;
• Stay current on industry standards and any innovations, materials, tools, and/or processes that can benefit the company.
• Manage at minimum a team of 2
• Other relative duties as assigned

• High school diploma or equivalent;
• 3 years of experience in the physical security/IT field;
• Obtain and maintain relevant certifications;
• Experience in configuring access control and surveillance systems;
• Excellent external and internal communication skills;
• Solid organization, attention to detail, and multi‑tasking skills;
• Success at managing a wide array of tasks and projects and an ability to thrive in a fast‑paced work environment.

Cook & Boardman