District Service Manager, Client Services
About The Position
The District Service Manager – Embedded Services is responsible for leading embedded service operations and managing dedicated service teams supporting key customer sites within an assigned district. This role focuses on hiring, developing, and leading service technicians and subcontractors while managing customer relationships, service delivery, operational performance, and labor costs. The District Service Manager serves as a primary point of contact for embedded service customers, ensuring service excellence, continuous improvement, and achievement of business objectives. This position will increase and maintain the service contract base, drive time-and-material revenue through customer engagement and account strategy development, and improve overall customer satisfaction. The successful candidate will ensure technical performance metrics and quality goals are met or exceeded while implementing and monitoring key processes established by the organization. The role carries direct responsibility for revenue generation, operational performance, and management of an operating budget.
Requirements
- Bachelor's degree in Engineering, Systems, Marketing, Business Administration, Management, or equivalent experience.
- 5+ years of Electronic Security industry technical service or installation experience.
- Minimum of 2 years of operations and people management experience required.
- Proven leadership, oral/written communication, and problem-solving skills.
- Ability to work evenings and weekends when necessary.
- Experience managing a P&L and growing a customer service business.
- Experience working with intrusion, access control, video surveillance, and fire systems service applications and procedures.
- Demonstrated ability to build strong customer relationships and drive operational excellence within an embedded services model.
Nice To Haves
- Experience leading field-based or embedded service teams in a customer-facing environment preferred.
- Highly motivated, self-directed individuals with strong business acumen.
Responsibilities
- Assure customer satisfaction levels for service and security systems are met or exceeded throughout the assigned territory and embedded customer locations.
- Manage the performance of the workforce to meet or exceed customer satisfaction expectations.
- Manage overtime, direct labor costs, billed work, and parts inventories to meet financial goals.
- Maintain proper staffing levels by recruiting and hiring competent individuals necessary to accomplish team goals.
- Develop capabilities of the workforce assigned within the territory to ensure employees are trained, productive, and proficient in meeting customer needs.
- Lead and manage embedded service personnel at customer locations, ensuring alignment with customer expectations and organizational objectives.
- Responsible for retention and growth of revenue and profit for the Business Team.
- Ensure compliance with corporate policies and procedures regarding safety, including OSHA, as well as protection of proprietary information and company assets.
- Provide the workforce with the resources required to fulfill their responsibilities.
- Ensure workforce properly maintains company vehicles and equipment.
- Responsible for implementing and maintaining quality systems within the territory.
- Schedule and meet with customers regularly to ensure satisfaction levels are being met or exceeded.
- Serve as a trusted advisor and operational partner to embedded services customers.
- Partner with Sales, Systems, Service, and Support associates to develop account strategies and action plans that contribute to business growth and customer retention.
- Effectively function within and support a team-based environment.
- Work with remote workforce cell teams to ensure development and adoption of team concepts and best practices.
Benefits
- Opportunity for annual merit pay increases
- Paid company training
- Medical, Dental, Vision, Life, Critical Illness, and Hospital Indemnity Coverage
- Company Paid Short Term and Long-Term Disability
- 401K with 60% Match up to 6% of salary
- Paid vacation, holiday, and sick time
- Educational Assistance
- Exceptional growth opportunities
- Wide variety of employee discounts on travel, equipment, and more!
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What This Job Offers
Job Type
Full-time
Career Level
Manager
