Access Control & Life-Safety Service Lead

Solid Rock Recruiting, LLC.; Madison (WI); On-site; USD 80,000 - 120,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

401(k) with company match

Paid Time Off and Holidays

Ongoing technical training

Job summary

Solid Rock Recruiting in Madison, WI is seeking an experienced Service Manager to lead service operations across electronic security, fire alarms, CCTV, access control, and A/V systems. The ideal candidate has a strong technical background, proven leadership, and a commitment to customer service.

You will supervise technicians, schedule service visits, manage client relationships, ensure compliance with codes, and drive efficiency while maintaining high customer satisfaction and contract

Qualifications

• 5+ years 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

Responsibilities

• 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
• 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
• Serve as primary escalation point for customer concerns and service-related issues
• Build and maintain relationships with customers, contractors, and vendors
• Conduct customer site visits and service reviews
• Ensure high customer satisfaction and contract retention
• Provide guidance on troubleshooting complex systems
• Ensure all work complies with codes, standards, and manufacturer requirements
• Review service reports for accuracy and quality

Skills

Electronic security

Life safety systems

Customer service

Leadership

Problem-solving

Organization

Tools

Service management software

Microsoft Office

Mobile technologies

Job description

Solid Rock Recruiting in Madison, WI is seeking an experienced Service Manager to lead service operations across electronic security, fire alarms, CCTV, access control, and A/V systems. The ideal candidate has a strong technical background, proven leadership, and a commitment to customer service.

You will supervise technicians, schedule service visits, manage client relationships, ensure compliance with codes, and drive efficiency while maintaining high customer satisfaction and contract