Service Operations Manager Job

Position Summary
Schuler Security, Inc. is seeking an experienced and results-driven Service Operations Manager to oversee the daily operations of our service department. This leadership position is responsible for managing service technicians, coordinating daily service activities, improving operational efficiency, ensuring exceptional customer service, maximizing departmental profitability, and driving service department growth.
The Service Operations Manager will work closely with office staff, dispatch, accounting, project management, and field technicians to ensure service calls are completed safely, efficiently, accurately billed, and delivered with the highest level of customer satisfaction.
Essential Responsibilities
Leadership & Team Management
• Train, coach, and mentor service technicians to identify opportunities for additional products and services that provide value to customers.
• Conduct employee performance evaluations and provide ongoing coaching and development.
• Monitor technician productivity, efficiency, quality of work, and overall performance.
• Promote a positive, accountable, and team-oriented work environment.
• Enforce company policies, procedures, and safety standards.
• Develop employee performance goals and career development plans.
• Monitor technician-generated sales opportunities and conversion rates.
• Promote compliance with OSHA regulations and company safety policies.
• Ensure technicians follow all applicable codes, standards, licensing requirements, and company procedures.
• Review and approve technician time entries for payroll processing.
• Prepare operational reports and analyze departmental performance.
• Maintain accurate service records and documentation.
• Utilize dispatching, scheduling, accounting, and field service software effectively.
• Participate in management meetings, strategic planning, and continuous improvement initiatives.
• Oversee and monitor inventory control for service vehicles and ensure technicians maintain appropriate vehicle inventory levels.
• Ensure company equipment, tools, and vehicles are properly maintained and accounted for.
• Additional responsibilities may be added based on company needs
Service Operations, Customer Service and Financial Performance
• Oversee daily scheduling and dispatch of service technicians.
• Monitor service calls to ensure timely completion and customer satisfaction.
• Prioritize emergency service requests and allocate resources effectively.
• Coordinate technician workloads to maximize productivity and billable utilization.
• Monitor service backlog and ensure timely completion of outstanding work orders.
• Review completed service tickets for completeness, accuracy, and billing readiness.
• Ensure technician documentation supports complete and accurate customer billing.
• Identify and implement process improvements that increase efficiency and customer satisfaction.
• Serve as the primary escalation point for customer concerns and service-related issues.
• Build and maintain strong customer relationships.
• Ensure customer issues are resolved promptly and professionally.
• Establish and track KPIs, including technician billable efficiency, first-time fix rate, callback percentage, average response time, work order aging, customer satisfaction, technician-generated sales opportunities, and service profitability.
• Ensure accurate and timely billing of all service work.
• Review technician labor utilization and billable hours.
• Assist with service pricing, estimating, and service contract administration.
• Monitor service department profitability and recommend operational improvements.
• Work closely with the billing department regarding invoicing, collections, and customer account issues.
Qualifications
• Minimum of five (5) years of experience managing a service department or field service operation.
• Previous experience in the security, fire alarm, access control, low-voltage, electrical, HVAC, or service contracting industry strongly preferred.
• Proven leadership and employee management experience.
• Strong understanding of dispatching, scheduling, technician productivity, and service operations.
• Experience reviewing work orders, technician documentation, and service billing.
• Strong proficiency with Microsoft Excel, Outlook, Word, and the Microsoft Office Suite.
• Experience using QuickBooks Enterprise and field service management software preferred (D-Tools a plus)
• Excellent organizational, leadership, communication, and interpersonal skills.
• Strong analytical, decision-making, and problem-solving abilities.
• Ability to manage multiple priorities in a fast-paced environment.
• Professional customer service and conflict-resolution skills.
Physical Requirements
• Ability to work in both an office and field environment.
• Ability to travel to customer job sites as needed.
• Ability to occasionally lift up to 25 pounds.
• Valid driver's license with an acceptable driving record.

Background checks will be conducted in accordance with applicable federal and New Jersey law

Family-owned and trusted for nearly 40 years, Schuler Security delivers custom-designed security, smart automation, and entertainment systems for luxury homes and businesses throughout New Jersey.