Service Manager

Elite ISI•Monterey Park, CA

8d•Onsite

About The Position

Elite Interactive Solutions is seeking an experienced Service Manager to lead its Service Department and deliver responsive, high-quality service and support. The company provides remote video guarding and security technology solutions. The Service Manager leads daily service and repair operations for Elite's security systems and is accountable for service delivery, customer satisfaction, team performance, and operational efficiency. The role ensures service requests progress from intake through troubleshooting, scheduling, dispatch, repair, and confirmed resolution. The manager leads Service Coordinators, Service Technical Support Agents, Service Field Technicians, and RNOC personnel. This is a full-time, on-site position in Monterey Park, California, within the Service Operations department. The successful candidate will be a hands-on leader who balances people management, customer service, technical operations, and business performance.

Requirements

Experience leading service operations within electronic security, video surveillance, access control, low-voltage systems, fire/life safety, telecommunications, or a related technical service industry.
Working knowledge of IP cameras, video recording/management systems, networking, connectivity, and security system troubleshooting.
Experience managing field technicians, dispatch, technical support teams, and/or subcontractors.
Strong leadership skills, including the ability to coach, develop, and hold teams accountable.
Strong customer service and escalation-management skills.
Excellent communication, organization, prioritization, and problem-solving abilities.
Ability to manage multiple priorities in a fast-paced service environment.
Demonstrated ability to improve processes and drive measurable operational results.

Responsibilities

Lead, coach, and develop the Service team, setting clear expectations for customer care, quality, productivity, and accountability.
Manage service requests from creation through troubleshooting, scheduling, dispatch, repair verification, documentation, and closure.
Prioritize Loss of Connection (LOC) and other critical service issues and drive timely restoration of customer systems.
Reduce aging service tickets, particularly tickets open more than 30 days, by identifying barriers and driving next steps to resolution.
Own customer escalations, establish clear resolution plans, and ensure commitments are met.
Manage service capacity and dispatch internal technicians and subcontractors based on urgency, technical skills, location, and availability.
Ensure effective communication and handoffs among Service Coordinators, Technical Support, Field Technicians, RNOC, and other departments.
Maintain high standards for troubleshooting, repair quality, safety, and service documentation.
Monitor technician utilization, overtime, warranty work, rework, service backlog, and other key performance indicators.
Monitor service costs, support accurate billing, and identify opportunities to improve operational efficiency and service performance.
Identify recurring service issues and implement process improvements that strengthen the customer experience and department performance.