Service Manager – Low Voltage Structured Cabling

Electra Link is seeking an experienced Service Manager to lead and grow our 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 Links quality standards.

Electra Link is an employee-owned company through our Employee Stock Ownership Plan (ESOP). Eligible employees have the opportunity to earn ownership in the company and directly participate in Electra Links long-term success.

For the right leader this position offers the opportunity to help shape and grow a service operation develop a high-performing technical team strengthen customer relationships and contribute directly to the success of a company in which employees have a stake.

The Service Manager is responsible for the overall leadership growth and performance of the Service Department.

The position oversees field technicians scheduling and dispatch customer relationships service delivery workforce planning department financial performance employee development and the continued 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.

• 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.

• 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 drivers license and ability to travel to customer and project locations as required.

• 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.

• Operational Leadership

• Service Department Management

• Low-Voltage Industry Knowledge

• Technician Scheduling & Workforce Planning

• Customer Relationship Management

• Revenue & Profitability Management

• Business Development

• Employee Coaching & Development

• Accountability & Performance Management

• Planning & Organization

• Problem Solving & Decision Making

• Communication & Collaboration

• Process Improvement

• Safety Leadership

• Adaptability in a Fast-Paced Environment

Success in this position will be measured through demonstrated performance in areas including:

• Customer satisfaction and retention

• Technician productivity and utilization

• Timely response to customer service requests

• Work-order completion and billing cycle time

• Achievement of department revenue and profitability goals

• Growth of recurring service business

• Service backlog management

• Employee performance development and retention

• Quality of service documentation and job costing

• Safe work performance and compliance

• Development of strong customer and internal business relationships

Electra Link offers a competitive compensation package based on experience and qualifications along with opportunities for continued professional and career growth.

Benefits include:

• Medical Dental and Vision Insurance

• Company-Paid Life Insurance with Buy-Up Options

• Short-Term and Long-Term Disability

• Supplemental Ancillary Benefits

• Paid Time Off

• 401(k) and Roth Retirement Plan

• Employee Stock Ownership Plan (ESOP)

• Career Development & Advancement Opportunities

• Cell Phone Stipend

Electra Link is a Texas-based employee-owned company with a long-standing reputation for delivering high-quality technology and infrastructure solutions.

Our employees are the foundation of our success. We are committed to building a culture centered on teamwork safety integrity accountability professional development and long-term career growth.

As an employee-owned company our team members have the opportunity to contribute to and share in the long-term success of Electra Link.

If you are an experienced low-voltage service leader who enjoys developing teams solving customer problems improving operations and growing a service business we encourage you to apply.