Service Manager II - Columbia, MD

Convergint is looking for a full-time, enthusiastic, results-driven, and forward-thinking Service Manager to join our amazing culture. In this role, you will be responsible for setting the strategic direction of the service operations in your assigned market; for developing and growing our service business; and for maintaining the existing customer base through exceptional service delivery. The Service Manager acts as the general manager of our services business working strategically and collaboratively with other Convergint Business Leaders to support business development, account management, and execution of services to customers. The Service Manager has financial accountability and responsibility for service results. As a Service Manager, you are part of a dynamic team that allows you to grow as Convergint grows.

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Compensation Range: $130,000 - $180,000

Who You Are

You have a passion for providing world-class service to customers, colleagues, and communities. You are a person of integrity with a commitment to growth, accountability, and delivering results. You want to join an organization with a positive culture that embraces inclusion and allows everyone to be the best version of themselves at work and home. You want to grow with us and deliver results as an exceptional Service Manager.

Who We Are

With over 20 years of proven growth and exceptional performance, our mission is to be our customer's best service provider. We realize the importance of diversity in achieving that goal. Our company was built upon a solid foundation of 10 Values and Beliefs, which drive our unmatched culture, making us the #1 global, service-based systems integrator in the industry. We take great pride in protecting the lives and assets of our customers and their communities with the solutions we provide.

What you'll do with "Our Training and Your Experience"

• Convergint's greatest strength is our people! Every colleague is encouraged to participate in our Recruit Awesome People program, helping us grow Convergint by promoting our colleague-first culture and referring top talent to the Talent Acquisition Team and hiring managers.
• Overall management and leadership of the CTC's service business and operations activities, ensuring high standards in customer service and operational efficiency.
• Ownership of service-related P&L, with responsibility for meeting revenue growth, profitability, and margin goals through effective management of service delivery operations.
• Lead, manage and develop our service team colleagues. This includes hiring, on boarding, training, development, holding accountability, and coaching to performance.
• Responsible for career and succession planning for all colleagues in your services organization.
• Responsibilities may include service sales support and effective implementation of service sales strategies to achieve revenue growth and margin goals and maximize service delivery to achieve customer satisfaction goals.
• Develops and implements Operations strategies that improve service delivery and provide additional value to customers in a cost-effective manner.
• Collaborates with cross-functional teams (such as Sales, Project Management, and Technical Support) to ensure seamless service operations and a unified approach to customer needs.
• Builds and maintains strong relationships with key customers, acting as a primary point of contact for service-related inquiries and escalations to ensure customer satisfaction and retention.
• Analyzes service data and customer feedback to identify trends, potential issues, and opportunities for improvement, developing action plans as necessary to optimize service delivery.
• Monitors and ensures compliance with all safety and regulatory requirements in service operations, maintaining a culture of safety and risk management across the team.
• Drives initiatives to increase contract renewals and expand Time and Material (T&M) services, actively seeking opportunities to increase service revenue and customer retention.
• Oversees training and development within the service department, ensuring the team stays current on industry standards, Convergint's solutions, and technical expertise.
• Performs other duties and responsibilities as requested or required.

What You'll Need

• Strong leadership and management skills in delivery of service contracts and Time and Material (T&M) service; actively seeks ways in which to act as a role model, guide, develop, and mentor others within the Service Department.
• Broad-based professional knowledge of security hardware, alarm and video surveillance systems, electronic security issues, and safeguards. Or similar/adjacent.
• Demonstrated success in customer service and operations management, including experience with budgeting, financial analysis, and P&L management.
• Ability to analyze and interpret service-related data and utilize findings to improve processes and enhance customer satisfaction.
• Advanced team leadership, team building, and facilitation skills, with a collaborative approach to cross-functional teamwork.
• Excellent skills in Microsoft Office products, including Word, Excel, PowerPoint, and Access.
• Strong communication and interpersonal skills with the ability to establish and maintain professional relationships with customers, colleagues, and management.

Company Benefits and Perks

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

• Company Holidays and Paid Time Off
• Fun & Laughter Day Off
• Medical, Dental & Vision Plan
• Life insurance & Disability Plan
• Wellness Program
• 401K Matching Plan
• Colleague Assistance Program
• Tuition reimbursement
• Competitive salary and compensation plan
• Vehicle reimbursement plan
• Corporate Social Responsibility Day
• And much more...

Requirements:

• Education: College degree, trade school, or equivalent experience
• Minimum Experience: 5-7 years of relevant field service experience
• Preferred Experience (but not required):




• Experience in one or more of the following industries: electronic, fire alarm & life safety, building automation, and/or healthcare systems
• Previous supervisory or management experience in service or operations roles
• Experience with managing service delivery in a customer-centric environment

Convergint is committed to a culture of Inclusion and Diversity and is an Equal Opportunity Employer.

Visit our Convergint careers site to learn more about the company and the exciting opportunities available.

Please note that this job posting includes salary information for the assigned target market range within the primary geographic region the requisition is posted. If the position is posted in multiple locations or is a remote position, the salary range may vary. Individual pay rates will, of course, vary depending on the job, department, and location, as well as the individual skills, experience, certifications, specific licenses, and education of the applicant.