On-Site Service Manager, Security Systems & Operations

Elite-Isi; Monterey Park (CA); On-site; USD 90,000 - 120,000; Full time

Benefits offered by this job

Medical, dental, and vision insurance

401(k) with company match up to 6%

Life/AD&D and Long-Term Disability

Voluntary supplemental benefits

Employee Assistance Program (EAP)

Paid time off

Gym membership reimbursement

Job summary

Elite Interactive Solutions in Monterey Park, CA is seeking a hands-on Service Manager to lead the Service Department and ensure responsive, high-quality support for security systems. You will oversee service delivery, customer satisfaction, and operational efficiency, coordinating Service Coordinators, Tech Support Agents, Field Technicians, and RNOC personnel on-site.

The role emphasizes people leadership, process improvement, and cross-department collaboration to meet service level targets

Qualifications

• Experience leading service operations in electronic security or related field.
• Strong leadership and customer-service skills.
• Experience managing field technicians and dispatch.

Responsibilities

• Lead, coach, and develop the Service team with clear expectations for customer care and accountability.
• Manage service requests from creation through troubleshooting, scheduling, dispatch, repair, and closure.
• Prioritize Loss of Connection (LOC) and other critical issues, driving timely restoration of systems.
• Reduce aging service tickets by identifying barriers and guiding next steps to resolution.
• Own customer escalations, establish resolution plans, and ensure commitments are met.
• Manage service capacity and dispatch technicians and subcontractors based on urgency and location.

Skills

Leadership

Customer service

Problem solving

Communication

Team coaching

Tools

Video management systems

Networking basics

Job description

Elite Interactive Solutions in Monterey Park, CA is seeking a hands-on Service Manager to lead the Service Department and ensure responsive, high-quality support for security systems. You will oversee service delivery, customer satisfaction, and operational efficiency, coordinating Service Coordinators, Tech Support Agents, Field Technicians, and RNOC personnel on-site.

The role emphasizes people leadership, process improvement, and cross-department collaboration to meet service level targets