Service Manager

Rittenhouse Communications Group; Philadelphia (Philadelphia County); On-site; USD 120,000 - 160,000; Full time

Benefits offered by this job

Car allowance or company vehicle

401K with company match

Health, vision, dental and group life

Job summary

Rittenhouse Communications Group in Philadelphia is seeking a Senior Manager to own the Service Department P&L and lead the recurring revenue strategy. You will set pricing, build a team, and drive attach rates on new installations while ensuring renewals and profitability across the service portfolio.

Lead a small team including an Help Desk Specialist and Field Service Technician, oversee SLAs, ticketing, scheduling, and renewal calendar.

Qualifications

• 5+ years in security/AV or low-voltage systems integration with service leadership experience.
• Proven track record managing recurring revenue or service contracts.
• Knowledge of Salto, Hanwha video systems, and enterprise networking/Wi‑Fi.
• Strong reporting/analysis skills; experience with CRM or ticketing platforms.

Responsibilities

• Set and refine service agreement pricing (multi-year contracts).
• Manage ticketing system and respond to tickets as necessary.
• Collaborate with Sales Engineering to quote service on new designs.
• Own contract library and renewal calendar; intervene on renewals.
• Lead Account Manager and Field Technician; balance workload.
• Define and monitor SLAs; weekly review of tickets and PM visits.
• Own monthly RMR reporting and quarterly business reviews.
• Drive adoption of service tools and AI client-intake agent.
• Recruit and develop two direct reports.
• Report RMR growth, attach rate, renewal rate, and churn.

Skills

Service leadership

RMR / recurring revenue

CRM experience

Data analysis

Tools

Salto access control

Hanwha IP video

Wi‑Fi networking

IP intercoms

Job description

Rittenhouse Communications Group has been providing integrated technology solutions to builders and building owners throughout the Mid-Atlantic for the past ten years. As experts in smart building technology, we pride ourselves on being able to listen to and understand our clients to uncover their technology needs and help them to create a strategy before flawlessly delivering a fully integrated solution.

Position Summary

Owns RCG's Service Department P&L and the execution of its recurring revenue strategy. Directly accountable for the service-agreement attach rate on every new installation, the renewal rate on the existing book, SLA compliance, and departmental profitability. Builds the pricing, process, and team needed to sell, deliver, and renew multi-year service agreements at the pace RCG outlines, approaching 90% attach on new installs, with service revenue outperforming monitoring roughly 3-to-1.

• Video surveillance — Hanwha IP camera systems, and others
• Access control — Salto, Brivo, others
• Managed network infrastructure and enterprise Wi‑Fi.
• A/V systems (conferencing, common area music and distributed video)

Key Responsibilities

• Set and continuously refine service agreement pricing (target 3–15% of system value annually, structured as multi-year — typically 5-year — contracts covering labor and materials).
• Manage ticketing system and answer tickets as necessary
• Partner with Sales Engineering to ensure a service agreement is quoted and offered on every new design-build proposal, driving toward a 90%+ attach rate.
• Own the service agreement contract library and renewal calendar; personally intervene on at‑risk or high‑value renewals.
• Manage the Account Manager/Help Desk Specialist and Field Service Technician(s), including workload balancing, scheduling oversight, and escalation handling (there is no separate dispatcher — this role absorbs that function).
• Define and monitor SLAs (response and resolution times) by service tier; run a weekly review of open tickets and overdue preventive‑maintenance visits.
• Own the department's operating cadence: monthly RMR reporting, quarterly business reviews with top
• Own adoption of the department's tools —ticketing, RCG's AI client-intake agent, field scheduling, and
• Recruit, train, and hold accountable the two direct reports. (Help Desk Specialist, Field Service Technician).
• Report RMR growth, attach rate, renewal rate, and churn to the Director of Operations monthly.

Recurring Revenue Responsibilities

• Treat every customer relationship as a multi-year revenue stream, not a one-time install.
• Push new-install attach rate toward the RCG benchmark of ~90%.
• Ensure agreements are priced to reflect true cost-to-serve plus margin — never underpriced to help win the install.
• Design (with executive leadership) the incentive structure that rewards the team for attachment and renewal performance, not just install or ticket volume.

Required Qualifications

• 5+ years in security, AV, or low-voltage systems integration, with meaningful experience in a service, support, or account-management leadership capacity.
• Demonstrated experience managing a recurring-revenue or service-contract program (RMR, maintenance agreements, or similar subscription-style revenue).
• Working knowledge of Salto access control, Hanwha IP video systems, managed network infrastructure and Wi[1]Fi, and IP intercom systems.
• Strong reporting/analysis skills (Excel or equivalent) and experience with CRM or ticketing platforms.

Preferred Qualifications

• Prior experience at a systems integrator building or scaling an RMR/service program.
• Manufacturer or industry certifications on Salto, Hanwha, or enterprise networking/Wi‑Fi platforms.
• Experience managing a small field/support team.

Key Performance Indicators

• Service agreement attach rate on new installs (ramping toward 90%).
• Annual service agreement renewal rate (target 90%+).
• SLA compliance rate across the department.
• Gross margin on service agreements.

Compensation Structure

• Base salary plus a quarterly bonus tied to RMR growth and renewal rate (10–20% of base at target performance).
• Car allowance or company vehicle
• Company credit card for expenses
• 401K with company match
• Health, vision, dental and group life insurance

Rittenhouse Communications Group offers a competitive salary and benefits package, including health/vision/dental and a retirement plan.

At Rittenhouse Communications Group we specialize in ensuring that the components of our clients’ technology solutions have synergy in their functions. We give our customers confidence in the future‑proof delivery of products, even when multiple companies are involved in the implementation. Our professionally tailored solutions and years of experience are what makes Rittenhouse Communications Group stand above the rest.