Service Manager / Service Operations Manager – Electronic Security
Location: Massachusetts (Travel Required)
Position Summary
The Navicon Group is seeking an experienced Service Manager / Service Operations Manager to build and lead our electronic security service department. This is a hands-on leadership role for someone who enjoys solving technical problems while developing people, processes, and a scalable service organization.
The successful candidate will initially work alongside technicians in the field while developing the service department's operational procedures, hiring additional technicians, and implementing best practices for service delivery. This individual will have the opportunity to build a department that supports more than 1,000 installed customer systems located primarily throughout the Northeast, with additional service operations across the United States.
This position is ideal for someone who wants to make a significant impact and build something from the ground up.
Primary Responsibilities
- Build, manage, and continuously improve the company's service department.
- Develop standard operating procedures, service workflows, and technician standards.
- Troubleshoot, diagnose, and repair complex electronic security systems.
- Provide technical support and mentorship to field technicians.
- Recruit, interview, hire, train, and develop service technicians.
- Manage daily scheduling, dispatching, and technician workloads.
- Support emergency service calls and escalated customer issues.
- Coordinate warranty repairs, RMAs, and manufacturer support.
- Develop preventive maintenance programs and recurring service agreements.
- Manage service inventory, vehicle stock, and specialty tools.
- Build relationships with customers and ensure exceptional service delivery.
- Coordinate nationwide service resources and subcontractors when required.
- Monitor department KPIs, technician productivity, response times, and customer satisfaction.
- Work closely with project management, sales, and installation teams to ensure smooth project turnover into service.
Technical Qualifications
Candidates should have extensive experience installing, servicing, and troubleshooting commercial electronic security systems, including:
- Access Control Systems
- IP Video Surveillance Systems
- Intrusion Detection Systems
- Intercom & Entry Systems
- Network Infrastructure supporting security systems
Experience with one or more of the following manufacturers is highly desirable:
- Verkada
- Genetec
- Brivo
- Genea
- LenelS2
- Software House (CCURE)
- Kantech
- Mercury Hardware
- HID Global
- Axis Communications
- Hanwha Vision (Wisenet)
- Avigilon
- Bosch
- Honeywell
- DSC
- DMP
- Aiphone
- 2N
- ButterflyMX
- Kisi
- ASSA ABLOY
- Altronix
Candidates should also possess a strong understanding of:
- Low-voltage wiring
- Door hardware and electrified locking systems
- IP networking
- Power supplies and access control architecture
- System commissioning and diagnostics
- Remote troubleshooting
- Reading blueprints and wiring diagrams
Minimum Qualifications
- Minimum of 10–15 years of commercial electronic security experience.
- Proven field troubleshooting and repair experience.
- Previous leadership or supervisory experience preferred.
- Ability to independently diagnose complex system failures.
- Strong organizational, communication, and customer service skills.
- Valid driver's license with an acceptable driving record.
- Ability to travel as required.
Work Schedule
- Full-time, salaried position.
- Standard work schedule is Monday through Friday, 7:00 AM to 4:00 PM.
- Flexibility is required to meet customer commitments, project schedules, and emergency service requests.
- Must be available to respond to after-hours escalated service issues as needed.
- Participation in an on-call rotation will be required as the service department expands.
- Overnight travel throughout the Northeast and occasional nationwide travel will be required to support customers, technicians, and service operations.
- This position is a combination of office leadership and field support. The Service Manager will be expected to spend time developing the service department, mentoring technicians, performing site visits, and assisting with complex troubleshooting when required.
Compensation & Benefits
The Navicon Group offers a competitive compensation and benefits package, including:
- Competitive salary commensurate with experience.
- Annual performance and incentive bonus opportunities.
- Company vehicle or vehicle allowance (to be determined).
- Company-issued laptop, mobile phone, and necessary tools.
- Medical insurance with the company paying 70% of the employee premium.
- 401(k) retirement plan with a company match of up to 4%.
- Company-paid long-term disability insurance.
- Paid Time Off (PTO).
- Paid major holidays.
- Ongoing manufacturer training, certifications, and career advancement opportunities.
What Success Looks Like
During the first year, the successful candidate will:
- Build a structured and scalable service department.
- Develop and implement service policies, procedures, and performance metrics.
- Hire, train, and mentor service technicians.
- Grow the department from a single service vehicle into a multi-technician operation based on customer demand.
- Improve customer response times, first-time fix rates, and overall customer satisfaction.
- Expand The Navicon Group's ability to provide consistent, high-quality service throughout the Northeast and across the United States.
Pay: From $100,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Vision insurance
Work Location: In person
