Service Manager

Pavion and our family of companies are seeking a talented and motivated Service Manager to join our security business unit.

• Service Team Leadership:
  
  
  
  • Recruit, train, and mentor a team of service technicians, and support staff
  • Foster a culture of excellence, teamwork, and continuous improvement
  • Set clear performance expectations and provide regular feedback and performance evaluations
  
  
  
  
• Service Operations Management:
  
  
  
  • Develop and implement service policies, procedures, and best practices to ensure efficient service delivery
  • Monitor and optimize service processes to enhance customer satisfaction and operational efficiency
  • Manage service schedules, including preventive maintenance, repairs, and installations
  
  
  
  
• Customer Relationship Management:
  
  
  
  • Build and maintain strong relationships with key customers, ensuring their needs are met and issues are resolved promptly
  • Address customer concerns and escalations with professionalism and a focus on problem resolution
  • Collaborate with sales and account management teams to identify opportunities for upselling and cross-selling services
  
  
  
  
• Quality Assurance:
  
  
  
  • Establish and enforce service quality standards, including response times, resolution times, and technical proficiency
  • Conduct regular quality audits and implement corrective actions as needed
  
  
  
  
• Resource and Budget Management:
  
  
  
  • Manage service department budgets, including forecasting and cost control
  • Optimize resource allocation to meet service demands efficiently
  
  
  
  
• Reporting and Analytics:
  
  
  
  • Generate regular reports on service performance, including KPIs and key metrics
  • Use data-driven insights to identify areas for improvement and implement strategies for service enhancement
  
  
  
  

• Bachelor's degree in a relevant field (e.g., engineering, business management) or equivalent work experience
• Proven experience (5+ years) in service management, preferably in the security technology industry
• Strong leadership and team-building skills
• Excellent communication and interpersonal abilities
• Proficiency in using service management software and tools
• Analytical mindset with a focus on continuous improvement
• Ability to travel as needed to support national service operations

Disclaimer: This job description should not be construed to imply that these requirements are the exclusive standards of the position. Incumbents will follow any other instructions, and perform any other related duties, as may be required. The employer has the right to revise this job description at any time. The job description is not be construed as a contract for employment.

Pavion is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law.