Service Operations Manager – Low Voltage / Structured Cabling

Electra Link Inc•Austin, TX

11d•Onsite

About The Position

Electra Link is seeking an experienced Service Operations Manager to lead and grow its commercial low-voltage and structured cabling service operations. This is a hands-on leadership role responsible for the overall performance of the Service Department, including technician scheduling and utilization, customer satisfaction, service delivery, revenue growth, profitability, safety, employee development, and recurring service opportunities. The ideal candidate understands field service operations and can successfully balance customer responsiveness, technician productivity, quality, safety, and financial performance. This individual will work closely with customers, technicians, project teams, Sales, Estimating, Safety, and company leadership to ensure service work is completed safely, efficiently, profitably, and to Electra Link's quality standards. Electra Link is an employee-owned company through its Employee Stock Ownership Plan (ESOP), offering eligible employees the opportunity to earn ownership and participate in the company's long-term success. This position offers the opportunity to shape and grow a service operation, develop a high-performing technical team, strengthen customer relationships, and contribute directly to the success of an employee-owned company. The Service Operations Manager is responsible for the overall leadership, growth, and performance of the Service Department, overseeing field technicians, scheduling and dispatch, customer relationships, service delivery, workforce planning, department financial performance, employee development, and the growth of recurring service business. The successful candidate will combine strong operational leadership with sufficient technical knowledge of commercial low-voltage systems to effectively support technicians, communicate with customers, evaluate service needs, and drive department performance.

Requirements

5+ years of experience in commercial low-voltage, structured cabling, telecommunications, technology integration, AV, security, field service, or closely related construction/service operations.
3+ years of supervisory or management experience leading field technicians or service personnel.
Demonstrated experience scheduling, dispatching, and coordinating multiple field technicians and customer service requests.
Experience managing customer relationships, service delivery, and customer escalations.
Experience monitoring labor productivity, utilization, job costs, revenue, profitability, or other operational performance measures.
Working knowledge of commercial field-service operations.
Ability to understand technical scopes of work, work orders, drawings, and field documentation.
Strong leadership, coaching, communication, organizational, and problem-solving skills.
Ability to manage multiple priorities in a fast-paced, customer-driven environment.
Proficiency with Microsoft Office, including Outlook, Word, Excel, and Teams.
Experience working with dispatch, ERP, CRM, work-order, project-management, or service-management systems.
Valid driver's license and ability to travel to customer and project locations as required.

Nice To Haves

Previous experience with a commercial low-voltage contractor, structured cabling contractor, telecommunications contractor, or technology systems integrator.
Hands-on or leadership experience involving structured cabling, copper, and fiber-optic systems.
Experience with one or more related technology disciplines, including: Audiovisual systems, Security and access control, Wireless infrastructure, Network infrastructure, Data centers, Distributed antenna systems, Other integrated technology systems.
Experience developing or managing recurring service agreements or preventative maintenance programs.
Experience managing a service department budget or P&L.
Experience estimating or pricing service work.
BICSI, manufacturer, OSHA, or other relevant industry certifications.
Experience developing technicians and building service teams.

Responsibilities

Lead the day-to-day operations of the Service Department.
Manage technician scheduling, dispatching, workload distribution, and manpower planning.
Prioritize service requests based on urgency, customer requirements, contractual obligations, and available resources.
Monitor open service calls and work orders to ensure timely response, completion, documentation, and closeout.
Coordinate technician assignments based on skill level, customer requirements, location, and workload.
Monitor technician productivity, utilization, billable hours, overtime, and non-billable time.
Evaluate staffing and technician capacity against current and projected service demand.
Coordinate with other departments and locations when additional manpower or technical resources are required.
Ensure service tickets, labor hours, material usage, testing documentation, and work-order records are accurate and complete.
Identify and implement process improvements that increase department efficiency and customer responsiveness.
Serve as a key point of contact for service customers regarding scheduling, service delivery, escalations, and issue resolution.
Build and maintain long-term customer relationships through proactive communication and consistent service.
Respond to customer concerns and escalations professionally and promptly.
Ensure customers receive appropriate updates regarding service schedules, delays, findings, and recommended corrective actions.
Follow up on completed service work to ensure customer satisfaction.
Identify opportunities to provide additional services based on customer needs and existing infrastructure.
Build relationships with existing Electra Link project customers to transition completed project work into long-term service and maintenance opportunities.
Develop and execute strategies to grow service revenue and recurring customer relationships.
Identify opportunities for service agreements, preventative maintenance programs, recurring service, upgrades, and additional customer work.
Partner with Sales, Estimating, Project Management, and other departments to identify service opportunities within existing customer accounts.
Assist with service estimates, proposals, quotations, and scopes of work.
Maintain awareness of department backlog, upcoming opportunities, and customer needs.
Support customer retention and expansion efforts through responsive service and relationship management.
Manage department performance against established revenue, profitability, productivity, and operational goals.
Monitor service revenue, gross margin, labor productivity, technician utilization, and billable versus non-billable hours.
Review job costs, labor performance, material usage, and service profitability.
Ensure completed work is properly documented, closed, and submitted for billing in a timely manner.
Review service invoices and supporting documentation for accuracy.
Assist with department budgeting, forecasting, staffing plans, and resource planning.
Track and report key performance indicators, which may include: Service revenue, Gross margin, Technician utilization, Billable hours, Response time, Work-order completion, Backlog, Customer retention, Recurring service revenue, Customer satisfaction.
Identify operational or financial performance concerns and implement corrective actions as needed.
Lead, coach, mentor, and develop service technicians and support personnel.
Participate in recruiting, interviewing, selecting, and onboarding qualified service employees.
Establish clear performance expectations and hold employees accountable for safety, quality, productivity, customer service, and professional conduct.
Conduct regular department and employee meetings.
Provide ongoing coaching, feedback, and performance management.
Complete employee performance evaluations and support individual career-development plans.
Identify employee training, certification, and development needs.
Develop technician capabilities and create opportunities for internal advancement.
Foster a positive, accountable, team-oriented, and customer-focused department culture.
Partner with Human Resources on employee development, retention, staffing, performance, and workforce planning.
Maintain working knowledge of commercial low-voltage and structured cabling systems, including copper and fiber infrastructure.
Understand service scopes, work orders, drawings, testing requirements, customer specifications, and technician documentation.
Provide operational and technical direction to field technicians and escalate complex technical issues appropriately.
Assist with evaluating service requirements, labor needs, materials, and potential solutions.
Ensure technicians have the appropriate tools, information, materials, access, and resources to complete assigned work.
Maintain awareness of applicable industry standards, manufacturer requirements, customer specifications, and best practices.
Promote and maintain a strong safety culture throughout all service operations.
Ensure employees comply with Electra Link safety policies, customer requirements, jobsite rules, and applicable regulations.
Reinforce safe work practices and employee accountability.
Coordinate with the Safety Department regarding training, customer requirements, incidents, and corrective actions.
Participate in incident investigations and corrective-action processes when required.
Ensure technicians maintain required customer credentials, certifications, training, and site access requirements.