Service Manager

Job Description

Job Description

Benefits:

• 401(k) matching
• Competitive salary
• Health insurance

Job Description: Service Manager
Supervisor: TBD

Position Summary:

Do you have a passion for providing world-class service to customers, colleagues, and communities? AT&Is greatest strength is our people, and we are seeking a highly organized and customer-focused Service Manager to lead our technical service operations within a fast-paced security integration environment. This role is responsible for managing the service team, ensuring timely and effective resolution of customer issues, and maintaining high standards of service delivery across electronic security systems including access control, video surveillance, intrusion detection, and integrated solutions.

Who We Are:

AT&I Systems is a security integrator providing exceptional service and solutions to thousands of customers throughout Central and South Florida since 2005. We take great pride in protecting the lives and assets of our customers and their communities with the solutions we provide.

Key Responsibilities:

Team Leadership & Development
o Supervise and support service technicians and coordinators.
o Provide coaching, training, and performance evaluations.
o Foster a culture of accountability, safety, and continuous improvement.
Service Operations Management
o Oversee scheduling, dispatching, and resource allocation for service calls.
o Ensure service tickets are resolved efficiently and within SLA timelines.
o Monitor KPIs such as response time, resolution rate, and customer satisfaction.
Customer Relationship Management
o Act as the primary escalation point for service-related issues.
o Maintain strong relationships with key clients and ensure service excellence.
o Conduct regular service reviews and client feedback sessions.
Technical Oversight
o Provide guidance on troubleshooting and resolving complex system issues.
o Stay current with industry technologies and standards
o Ensure compliance with all applicable codes, standards, and regulations.
Process Improvement & Reporting
o Develop and refine service processes and documentation.
o Generate and analyze service reports to identify trends and areas for improvement.
o Collaborate with sales and project teams to ensure seamless transitions from installation to service.

Knowledge and Skills

5+ years of experience in the electronic security industry, with at least 2 years in a leadership or supervisory role.
Strong knowledge of integrated security systems (CCTV, access control, intrusion, intercom, etc.).
Excellent organizational, communication, and customer service skills.
Proficiency in service management software (e.g., ServiceTitan, or similar) is a plus.
Strong verbal, written, and interpersonal communication skills.
Solid organizational skills and the ability to handle multiple projects simultaneously.
A valid driver's license with a clean driving record.
Ability to travel locally to job sites if needed.
Ability to lift 50lbs.

Company Benefits

AT&I fosters a supportive, accessible, and inclusive environment in which individuals of different backgrounds and identities can realize their maximum potential within the company. We offer a variety of programs and exceptional benefits to all our colleagues:

Company Holidays and Paid Time Off
Medical Plan
401K Matching Plan
Competitive salary and compensation plan
Mileage reimbursement plan