About this opportunity
Solid Rock Recruiting LLC lists this Access Control Service Manager - Division 28 opportunity in madison, Wisconsin. Review the employer’s description below for duties, qualifications and application requirements.
Job description
Solid Rock Recruiting: Opening Doors to Awesome Opportunities
Job Title: Service Manager
Location: Madison, WI
Job Type: Full-Time
Company: Veteran-owned technology and life-safety solutions company
Position Summary
Seeking an experienced, results-driven Service Manager to lead service operations for Electronic Security, Fire Alarm, CCTV, Access Control, Audio/Visual, and Intercom systems. Ideal candidate has a strong technical background, proven leadership experience, and a commitment to delivering exceptional customer service.
The Service Manager will oversee service technicians, coordinate service schedules, manage customer relationships, ensure compliance with industry standards, and drive operational efficiency while maintaining high levels of customer satisfaction.
Key Responsibilities
Operations Management
Lead and oversee daily service department operations
Schedule and coordinate service calls, preventive maintenance visits, inspections, and emergency response activities
Monitor service performance metrics and improve operational efficiency
Ensure timely completion of service work per company standards and customer expectations
Manage service inventory, tools, vehicles, and departmental resources
Team Leadership Supervise, mentor, and develop service technicians and support staff
Conduct performance evaluations and establish development plans
Coordinate technical training and certification programs
Foster a safety-focused, customer-centric culture
Customer Relations Serve as primary escalation point for customer concerns and service-related issues
Build and maintain strong relationships with customers, contractors, and vendors
Conduct customer site visits and service reviews
Ensure high customer satisfaction and contract retention
Technical Oversight Provide guidance on troubleshooting complex systems: Fire Alarm, Access Control, Video Surveillance, Intrusion Detection, A/V, Intercom/Communication systems
Ensure all work complies with applicable codes, standards, and manufacturer requirements
Review service reports for accuracy and quality
Financial & Administrative Management Manage departmental budgets and labor utilization
Review and approve service quotations and repair recommendations
Monitor profitability of service agreements and service projects
Generate operational reports and performance metrics for management review
Qualifications
Required 5+ years of experience in electronic security, fire alarm, CCTV, A/V, or intercom systems
3+ years of supervisory or management experience in a service environment
Strong knowledge of electronic security and life safety systems
Experience managing field technicians and service schedules
Excellent customer service, communication, and leadership skills
Strong organizational and problem-solving abilities
Proficiency with service management software, Microsoft Office, and mobile technologies
Valid driver's license and clean driving record
Preferred NICET certification (Fire Alarm) or equivalent industry certifications
Manufacturer certifications from industry-leading platforms
Experience with access control systems such as LenelS2, Brivo, or similar platforms
Knowledge of NFPA, NEC, and applicable security and life safety codes
Project management experience
Compensation & Benefits Competitive salary based on experience
Medical, Dental, and Vision Insurance
401(k) with company match
Paid Time Off and Holidays
Ongoing technical training and professional development
Why Join
A growing, veteran-owned technology and life-safety solutions company dedicated to innovative security, fire protection, communications, and A/V solutions.
Values teamwork, integrity, accountability, and excellence in customer service.
Worksite address
madison, WI, 53774, US
Who can apply
Review the original listing for work authorization, qualifications and employer requirements.