Regional Service Manager

Anonymous; Topeka (KS); On-site; USD 90,000 - 130,000; Full time

Job summary

Anonymous is seeking a Regional Service Manager- Fire Alarm to lead customer support and service coordination across the organization, delivering timely, effective, and consistent service throughout the lifecycle.

This role partners with customers, service teams, technicians, and leadership to drive improvements, establish standards, and grow team capability while ensuring fire alarm and low voltage systems compliance.

Qualifications

• 7+ years in customer experience or service operations in a tech environment.
• 3+ years in leadership overseeing service teams.
• Must have fire alarm experience and related certifications preferred.

Responsibilities

• Lead, mentor, and develop the service support team to improve response times and satisfaction.
• Set service desk objectives and standards, monitor metrics, and drive continuous improvement.
• Oversee the service lifecycle from initial contact to final resolution and escalation.
• Collaborate with operations, technicians, sales, and leadership to resolve issues and improve delivery.

Skills

Leadership

Customer experience

Service operations

Fire alarm experience

Technical leadership

Escalation management

Education

Bachelor's degree

Business/technology background

Tools

Ticketing systems

Operational reporting tools

Job description

The Regional Service Manager- Fire Alarm is responsible for leading and optimizing customer support and service coordination functions across the organization. This role provides strategic direction for service operations, ensuring customers receive timely, effective, and consistent support throughout the entire service lifecycle.

This position serves as a key leader between customers, service teams, technical resources, and operational leadership. The Senior Manager will drive process improvements, establish service standards, improve customer satisfaction, develop team capabilities, and ensure service operations align with company goals.

The ideal candidate combines strong leadership skills, customer service expertise, technical understanding of low voltage technology systems, and a passion for building scalable processes that enhance the customer experience.

FUNCTIONS OF THE JOB

• Lead, mentor, and develop customer experience and service support team members, fostering accountability, collaboration, and continuous improvement.
• Establish and manage service desk objectives, performance metrics, and operational standards to improve customer response times, resolution rates, and overall satisfaction.
• Oversee the customer service request lifecycle from initial contact through final resolution, ensuring consistent processes and exceptional customer experiences.
• Serve as a senior escalation point for complex customer concerns, technical issues, and service challenges.
• Partner with Service Managers, Operations Leaders, Technicians, Sales Teams, and Executive Leadership to identify trends, resolve recurring issues, and improve service delivery.
• Analyze customer feedback, service data, and operational metrics to identify opportunities for improvement and implement solutions.
• Develop and maintain service procedures, workflows, and documentation to support operational consistency across various locations.
• Coordinate with manufacturers, vendors, and internal technical experts to resolve complex system issues and improve technical support resources.
• Drive initiatives focused on increasing first-call resolution, reducing repeat service issues, and enhancing customer retention.
• Support technology and system improvements related to service management platforms, reporting, and customer communication tools.
• Identify training needs and create development opportunities to improve technical knowledge, customer service skills, and career growth within the team.
• Assist in budgeting, resource planning, and strategic initiatives related to customer experience and service operations.
• Promote a culture of ownership, urgency, professionalism, and continuous improvement.
• Maintain strong working relationships with employees and leaders across all offices to support a positive and productive work environment.

TECHNIAL KNOWLEDGE & SUPPORT

• Maintain strong working knowledge of our service offerings, including:
• Fire alarm systems, inspection/testing requirements, troubleshooting, and code compliance considerations.
• Access control systems, including card readers, controllers, software platforms, and troubleshooting processes.
• Video surveillance systems, including cameras, recording platforms, networking considerations, and system support.
• Voice, communication, and other low voltage technology systems.
• Industry standards, manufacturer requirements, and best practices related to low voltage systems.
• Provide technical guidance and support to service teams when troubleshooting complex system issues.
• Assist technicians and leadership with resolving escalated technical challenges involving hardware, software, programming, and system integration.
• Maintain awareness of emerging technologies, manufacturer updates, and industry trends impacting our customers.
• Support technician training and development by identifying skill gaps and helping create technical growth opportunities.

POSITION QUALIFICATION REQUIREMENTS

The following qualifications represent the knowledge, skills, and abilities required to successfully perform this role.

Education

• Bachelor’s degree in business, technology, information systems, electronics, or related field preferred.
• Equivalent combination of education, technical training, and leadership experience will be considered.

Experience

• 7+ years of experience in customer experience, service operations, technical support, or a related technology services environment.
• 3+ years of leadership or management experience overseeing customer service, technical support, help desk, or service operations teams.
• Experience managing service processes, performance metrics, and continuous improvement initiatives.Strong understanding of low voltage systems, technology solutions, or technical service environments preferred.
• Experience working with ticketing/service management platforms and operational reporting tools.
• *Must have Fire Alarm experience

Certifications

• Industry certifications or manufacturer certifications preferred.
• IT certifications such as CompTIA A+, Network+, ITIL, or equivalent experience are a plus.
• NICET
• Strong leadership and team development abilities.
• Excellent communication and relationship-building skills.
• Ability to manage competing priorities in a fast-paced service environment.
• Strong problem-solving and analytical skills.
• Customer-focused mindset with a commitment to service excellence.
• Ability to influence change and drive operational improvements across multiple teams.

We are an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion