Security Services Manager – Ops, Tech & Customer Care

Elite Interactive Solutions Inc.; Monterey Park (CA); Presencial; USD 90.000 - 130.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Medical, dental, and vision insurance

401(k) with company match up to 6%

Company-paid Life/AD&D and Long-Term​ 

Paid time off

Gym membership reimbursement

Descripción de la vacante

Elite Interactive Solutions is seeking a Service Manager to lead the Service Department in Monterey Park, CA, ensuring responsive, high-quality service and support for our security systems.

The role oversees daily service and repair operations, driving service delivery, customer satisfaction, team performance, and efficiency from intake through troubleshooting, scheduling, dispatch, repair, and confirmed resolution.

Formación

• Experience leading service operations within electronic security, video surveillance, access control, low-voltage systems, fire/life safety, telecommunications, or a related technical service industry
• Working knowledge of IP cameras, video recording/management systems, networking, connectivity, and security system troubleshooting
• Experience managing field technicians, dispatch, technical support teams, and/or subcontractors
• Strong leadership skills with the ability to coach, develop, and hold teams accountable
• Strong customer service and escalation-management skills
• Excellent communication, organization, prioritization, and problem-solving abilities
• Ability to manage multiple priorities in a fast-paced service environment
• Demonstrated ability to improve processes and drive measurable operational results

Responsabilidades

• Lead, coach, and develop the Service team while setting clear expectations for customer care, quality, productivity, and accountability
• Manage service requests from creation through troubleshooting, scheduling, dispatch, repair verification, documentation, and closure
• Prioritize Loss of Connection (LOC) and other critical service issues and drive timely restoration of customer systems
• Reduce aging service tickets, particularly tickets open more than 30 days, by identifying barriers and driving next steps to resolution
• Own customer escalations, establish clear resolution plans, and ensure commitments are met
• Manage service capacity and dispatch internal technicians and subcontractors based on urgency, technical skills, location, and availability
• Ensure effective communication and handoffs between Service Coordinators, Technical Support, Field Technicians, RNOC, and other departments
• Maintain high standards for troubleshooting, repair quality, safety, and service documentation
• Monitor technician utilization, overtime, warranty work, rework, service backlog, and other key performance indicators
• Monitor service costs, support accurate billing, and identify opportunities to improve operational efficiency and service performance
• Identify recurring service issues and implement process improvements that strengthen the customer experience and department performance

Descripción del empleo

Elite Interactive Solutions is seeking a Service Manager to lead the Service Department in Monterey Park, CA, ensuring responsive, high-quality service and support for our security systems.

The role oversees daily service and repair operations, driving service delivery, customer satisfaction, team performance, and efficiency from intake through troubleshooting, scheduling, dispatch, repair, and confirmed resolution.