Regional Service Delivery Leader

Tech Electronics; Lenexa (KS); On-site; USD 85,000 - 120,000; Full time

Job summary

Tech Electronics seeks a Regional Service Manager to lead service delivery across a defined region, overseeing queues, triage, and dispatch of field technicians for fire and life safety, security, communications, and AV systems.

The role acts as a critical link between customers, service coordinators, and field teams, driving efficiency, escalations handling, and continuous improvement in service operations.

Qualifications

• Four or more years of experience with low-voltage systems such as fire alarm, security, healthcare, or AV.
• Four or more years in a service coordination, dispatch, or technical leadership role.
• Demonstrated ability to manage service queues and prioritize competing customer commitments.
• Proven experience working within client management and service management or ticketing software.

Responsibilities

• Oversee and manage regional service queues, prioritizing tickets based on urgency, contractual obligations, and customer impact.
• Review incoming service requests to validate scope, accuracy, and completeness, and refine tickets to reduce unnecessary callbacks or delays.
• Perform high-level technical triage on fire alarm, security, communications, and AV systems to ensure proper technician assignment and preparedness.
• Ensure the timely assignment and dispatch of qualified service technicians across the region.
• Maintain proactive communication with customers and the dispatch team throughout each service activity.
• Handle customer and technical escalations and keep the leadership team informed of risks, issues, actions, and decisions.
• Coordinate with customer service representatives to obtain work order information and the materials required to complete service work orders.
• Monitor service level agreements and inspection commitments to keep customer systems compliant and operational.
• Recommend and implement methods to improve service operations, processes, efficiency, and outcomes for internal and external customers.
• Support technician development by sharing technical guidance and reinforcing safe, high-quality installation and service practices.
• Maintain favorable working relationships with employees and managers to promote a cooperative environment and positive team morale.
• Partner with sales and operations teams to identify recurring service issues and opportunities for service contract growth.

Skills

Low-voltage systems knowledge

Service coordination

Dispatch leadership

Technical triage

Customer communication

Problem solving

Team collaboration

Education

High school diploma or equivalent

Tools

Ticketing software

Job description

Tech Electronics seeks a Regional Service Manager to lead service delivery across a defined region, overseeing queues, triage, and dispatch of field technicians for fire and life safety, security, communications, and AV systems.

The role acts as a critical link between customers, service coordinators, and field teams, driving efficiency, escalations handling, and continuous improvement in service operations.