SECURITY ALARM INSTALLATION FIELD MANAGER

ZMANA Smart Security Solutions; Honolulu (HI); On-site; USD 90,000 - 120,000; Full time

Job summary

ZMANA Smart Security Solutions is seeking a Security Alarm Installation Field Manager to lead and develop a team of Field Service Professionals, delivering world-class customer service with a strong focus on Alarm.com products. The role involves coaching, training, and ensuring quality, timely installations according to company standards.

The Manager will recruit, train, and manage performance, collaborate across scheduling, sales, and support, and maintain safety and documentation standards

Qualifications

• Strong networking fundamentals including IP configuration, Wi-Fi setup, and troubleshooting connectivity in residential/commercial settings.
• Proven ability to lead and develop fieldService teams, coach for performance, and drive service excellence.

Responsibilities

• Recruit and onboard field service professionals, ensure Alarm.com product knowledge and installation best practices.
• Provide ongoing coaching and performance reviews to improve team skills and service quality.
• Set and monitor KPIs, provide actionable feedback to drive performance improvements.
• Review customer feedback and resolve escalated issues to maintain high satisfaction.
• Guide technicians on complex installations and network configurations of Alarm.com products.
• Coordinate with scheduling, sales and support to optimize customer experience and minimize delays.
• Ensure timely completion of paperwork and adherence to company policies.
• Manage inventory and ensure stock of Zmana and Alarm.com products.
• Uphold safety standards and inspect installations for quality.
• Provide regular progress updates to regional and corporate management.
• Cover high-priority appointments when needed to maintain service delivery.

Skills

Networking Knowledge

Team Leadership

Tools

Salesforce CRM

PandaDocs

Alarm.com Platform

Job description

ZMANA Smart Security Solutions is looking for a Security Alarm Installation Field Manageryou’ll lead, develop, and support a team of Field Service Professionals to deliver world-class customer service with a strong focus on Alarm.com products. This role involves coaching, training, and ensuring quality, timely installations according to Zmana and industry standards.

Key Responsibilities

• Recruit and Train: Hire and onboard top talent, ensuring new hires are well-versed in customer engagement, Alarm.com products, and installation best practices.
• Team Development: Provide ongoing training and coaching to improve team skills and performance, ensuring high service standards and growth potential.
• Performance Management: Set and track key performance indicators (KPIs), conduct regular performance reviews, and offer actionable feedback.
• Customer Satisfaction: Actively review customer feedback, address escalated issues, and drive improvements to maintain high satisfaction levels.
• Technical Guidance: Guide professionals on complex installations, troubleshooting, and advanced features of Alarm.com products and network configurations.
• Collaboration: Coordinate with scheduling, sales, and support teams to optimize customer experience and minimize rescheduling or service delays.
• Documentation and Compliance: Ensure accurate, timely completion of paperwork (work orders, contracts) and enforce adherence to all company policies.
• Inventory Management: Maintain adequate stock of Zmana and Alarm.com products, oversee inventory control, and manage equipment according to policy.
• Safety and Quality Assurance: Uphold high safety standards to prevent injuries and property damage, regularly inspecting practices and installations for quality.
• Reporting and Communication: Provide regular updates on team performance, project progress, and any significant issues to regional and corporate management.
• Customer Assistance: Step in to cover high-priority appointments when necessary to maintain customer satisfaction and timely service delivery.

Preferred Experience

• Networking Knowledge: Strong understanding of networking fundamentals, including IP configuration, Wi‑Fi setup, and troubleshooting of network connectivity issues in residential and commercial settings. Experience with common networking tools, router configurations, and securing networked devices is a significant plus, especially in relation to smart home and IoT device installations.
• Alarm.com Platform: Proficiency with Alarm.com products and services, including setup, troubleshooting, and configuration to ensure optimal performance.
• Salesforce CRM: Experience using Salesforce for tracking customer interactions, managing service records, and streamlining workflows within the team.
• PandaDocs: Familiarity with PandaDocs for efficient documentation and contract management, ensuring all paperwork is completed and accessible.