Service Manager

AT&I Systems; Town of Florida (NY); On-site; USD 90,000 - 115,000; Full time

Benefits offered by this job

401(k)

401(k) matching

Bonus based on performance

Competitive salary

Dental insurance

Health insurance

Vision insurance

Job summary

AT&I Systems, a security integration firm serving Central and South Florida, seeks a Service Manager Supervisor (Operations Director) to lead the service team and drive performance.

You will manage daily call reports, oversee equipment servicing and RMAs, coordinate with installation and cloud teams, and mentor staff while ensuring excellent customer satisfaction.

This on-site role offers growth, competitive pay, and benefits within a collaborative, safety-focused environment.

Qualifications

• Degree preferred; Military training in electronics or Technical School certification preferred.
• 2+ years of programming and maintaining IP-based security cameras, access control systems, and alarm systems is preferred. Prior management experience is preferred.
• General understanding of IT and IP-based equipment.
• Exceptional customer focus and ability to work under pressure.
• Ability to travel locally to job sites regularly.

Responsibilities

• Supervise the Service Team (CSM, Technical Support Specialist, and Field Service Technicians).
• Generate daily reports of all open calls, including those started but not yet complete.
• Ensure CSM contacts all customers who will not be serviced by the end of the day.
• Ensure equipment entering AT&I is serviced or RMA’d and customers are updated.
• Weekly report of all service calls completed.
• Weekly report for revenue by technician.
• Order parts for techs from correct vendors.
• Weekly reports of all callbacks.
• Monthly meetings with technicians to discuss issues and improvements.
• Ensure all customer service calls are completed promptly.
• Consult with Installation Manager or Cloud Systems Engineer to resolve issues.
• Act as central point of contact for all service-related issues.
• Advise management on customer satisfaction and product performance.

Skills

Customer focus

Communication

Mentoring

Travel locally

Heavy lifting

Education

Military electronics training

Technical school certification

Tools

IP cameras

Access control systems

Alarm systems

Job description

Benefits

• 401(k)
• 401(k) matching
• Bonus based on performance
• Competitive salary
• Dental insurance
• Health insurance
• Vision insurance

Job Description

Service Manager Supervisor: Operations Director

Who We Are

AT&I Systems is a security integrator providing exceptional service and solutions to thousands of customers throughout Central and South Florida since 2005. We take great pride in protecting the lives and assets of our customers and their communities with the solutions we provide.

Key Responsibilities

• Supervise the Service Team (CSM, Technical Support Specialist, and Field Service Technicians)
• Generate daily reports of all open calls. This includes calls that were started, but not yet complete.
• Ensure CSM calls/contacts all customers who will not be serviced by the end of the day.
• Ensure all equipment that comes into AT&I is serviced or RMA’d in a timely fashion and ensure customers are updated on their status.
• Weekly report of all service calls completed.
• Weekly report for revenue by technician.
• Making sure all the parts needed for techs are ordered from the correct place.
• Weekly reports of all callbacks.
• Monthly meeting with technicians to go over any issues, complaints, changes, etc
• Ensures all customer service calls are done in a timely manner.
• Consult with AT&I Installation Manager or Cloud Systems Engineer to resolve unusual problems in system operation, maintenance, and warranty work.
• Act as the central point of contact for all service-related issues.
• Advise management regarding customer satisfaction, product performance, as well as suggestions for service improvements.
• Using technical knowledge, skills, and experience, acts as a mentor to less experienced staff.
• Performs other duties and responsibilities as requested or required.

Knowledge and Skills

• Degree preferred; Military training in electronics or Technical School certification is preferred.
• 2+ years of programming and maintaining IP-based security cameras, access control systems, and alarm systems is preferred. Prior management experience is preferred.
• General understanding of IT and IP-based equipment.
• Exceptional customer focus and ability to work under pressure.
• Ability to maintain awareness of and seek to meet the needs and wants of the customer without being prompted.
• Solid technical skills and experience servicing/installing security cameras, access controls, and alarm systems.
• To be a self-starter and work well with minimal supervision.
• Solid mechanical and electrical aptitude (e.g. works with a variety of hand and power tools such as drill, screwdriver, wire stripper, hacksaw, crimper).
• Strong verbal, written, and interpersonal communication skills.
• Solid organizational skills and the ability to handle multiple projects simultaneously.
• A valid driver\'s license with a clean driving record.
• Ability to travel locally to job sites regularly.
• Ability to lift 50lbs.

Company Benefits

AT&I fosters a supportive, accessible, and inclusive environment in which individuals of different backgrounds and identities can realize their maximum potential within the company. We offer a variety of programs and exceptional benefits to all our colleagues:

• Company Holidays and Paid Time Off
• Medical Plan
• 401K Matching Plan
• Competitive salary and compensation plan
• Mileage reimbursement plan