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About the Role

Electra Link is seeking an experienced Service Manager to lead and grow our commercial low-voltage and structured cabling service operations. This is a hands-on leadership role responsible for the overall performance of the Service Department, including technician scheduling and utilization, customer satisfaction, service delivery, revenue growth, profitability, safety, employee development, and recurring service opportunities. The ideal candidate understands field service operations and can successfully balance customer responsiveness, technician productivity, quality, safety, and financial performance. This individual will work closely with customers, technicians, project teams, Sales, Estimating, Safety, and company leadership to ensure service work is completed safely, efficiently, profitably, and to Electra Link's quality standards.

Responsibilities

Lead the day-to-day operations of the Service Department.
Manage technician scheduling, dispatching, workload distribution, and manpower planning.
Prioritize service requests based on urgency, customer requirements, contractual obligations, and available resources.
Monitor open service calls and work orders to ensure timely response, completion, documentation, and closeout.
Coordinate technician assignments based on skill level, customer requirements, location, and workload.
Monitor technician productivity, utilization, billable hours, overtime, and non-billable time.
Evaluate staffing and technician capacity against current and projected service demand.
Coordinate with other departments and locations when additional manpower or technical resources are required.
Ensure service tickets, labor hours, material usage, testing documentation, and work-order records are accurate and complete.
Identify and implement process improvements that increase department efficiency and customer responsiveness.
Serve as a key point of contact for service customers regarding scheduling, service delivery, escalations, and issue resolution.
Build and maintain long-term customer relationships through proactive communication and consistent service.
Respond to customer concerns and escalations professionally and promptly.
Ensure customers receive appropriate updates regarding service schedules, delays, findings, and recommended corrective actions.
Follow up on completed service work to ensure customer satisfaction.
Identify opportunities to provide additional services based on customer needs and existing infrastructure.
Build relationships with existing Electra Link project customers to transition completed project work into long-term service and maintenance opportunities.
Develop and execute strategies to grow service revenue and recurring customer relationships.
Identify opportunities for service agreements, preventative maintenance programs, recurring service, upgrades, and additional customer work.
Partner with Sales, Estimating, Project Management, and other departments to identify service opportunities within existing customer accounts.
Assist with service estimates, proposals, quotations, and scopes of work.
Maintain awareness of department backlog, upcoming opportunities, and customer needs.
Support customer retention and expansion efforts through responsive service and relationship management.
Manage department performance against established revenue, profitability, productivity, and operational goals.
Monitor service revenue, gross margin, labor productivity, technician utilization, and billable versus non-billable hours.
Review job costs, labor performance, material usage, and service profitability.
Ensure completed work is properly documented, closed, and submitted for billing in a timely manner.
Review service invoices and supporting documentation for accuracy.
Assist with department budgeting, forecasting, staffing plans, and resource planning.
Track and report key performance indicators, which may include: Service revenue, Gross margin, Technician utilization, Billable hours, Response time, Work-order completion, Backlog, Customer retention, Recurring service revenue, Customer satisfaction.
Identify operational or financial performance concerns and implement corrective actions as needed.
Lead, coach, mentor, and develop service technicians and support personnel.
Participate in recruiting, interviewing, selecting, and onboarding qualified service employees.
Establish clear performance expectations and hold employees accountable for safety, quality, productivity, customer service, and professional conduct.
Conduct regular department and employee meetings.
Provide ongoing coaching, feedback, and performance management.
Complete employee performance evaluations and support individual career-development plans.
Identify employee training, certification, and development needs.
Develop technician capabilities and create opportunities for internal advancement.
Foster a positive, accountable, team-oriented, and customer-focused department culture.
Partner with Human Resources on employee development, retention, staffing, performance, and workforce planning.
Maintain working knowledge of commercial low-voltage and structured cabling systems, including copper and fiber infrastructure.
Understand service scopes, work orders, drawings, testing requirements, customer specifications, and technician documentation.
Provide operational and technical direction to field technicians and escalate complex technical issues appropriately.
Assist with evaluating service requirements, labor needs, materials, and potential solutions.
Ensure technicians have the appropriate tools, information, materials, access, and resources to complete assigned work.
Maintain awareness of applicable industry standards, manufacturer requirements, customer specifications, and best practices.
Promote and maintain a strong safety culture throughout all service operations.
Ensure employees comply with Electra Link safety policies, customer requirements, jobsite rules, and applicable regulations.
Reinforce safe work practices and employee accountability.
Coordinate with the Safety Department regarding training, customer requirements, incidents, and corrective actions.
Participate in incident investigations and corrective-action processes when required.
Ensure technicians maintain required customer credentials, certifications, training, and site access requirements.

Requirements

5+ years of experience in commercial low-voltage, structured cabling, telecommunications, technology integration, AV, security, field service, or closely related construction/service operations.
3+ years of supervisory or management experience leading field technicians or service personnel.
Demonstrated experience scheduling, dispatching, and coordinating multiple field technicians and customer service requests.
Experience managing customer relationships, service delivery, and customer escalations.
Experience monitoring labor productivity, utilization, job costs, revenue, profitability, or other operational performance measures.
Working knowledge of commercial field-service operations.
Ability to understand technical scopes of work, work orders, drawings, and field documentation.
Strong leadership, coaching, communication, organizational, and problem-solving skills.
Ability to manage multiple priorities in a fast-paced, customer-driven environment.
Proficiency with Microsoft Office, including Outlook, Word, Excel, and Teams.
Experience working with dispatch, ERP, CRM, work-order, project-management, or service-management systems.
Valid driver's license and ability to travel to customer and project locations as required.

Skills

Operational Leadership
Service Department Management
Low-Voltage Industry Knowledge
Technician Scheduling & Workforce Planning
Customer Relationship Management
Revenue & Profitability Management
Business Development
Employee Coaching & Development
Accountability & Performance Management
Planning & Organization
Problem Solving & Decision Making
Communication & Collaboration
Process Improvement
Safety Leadership
Adaptability in a Fast-Paced Environment
Structured cabling
Copper infrastructure
Fiber infrastructure
Audiovisual systems
Security and access control
Wireless infrastructure
Network infrastructure
Data centers
Distributed antenna systems
Integrated technology systems

Location

Texas

Work Type

Full-time

Experience Level

5+ years of experience in commercial low-voltage, structured cabling, telecommunications, technology integration, AV, security, field service, or closely related construction/service operations.
3+ years of supervisory or management experience leading field technicians or service personnel.

Education Level

BICSI, manufacturer, OSHA, or other relevant industry certifications.

Benefits

Medical, Dental, and Vision Insurance
Company-Paid Life Insurance with Buy-Up Options
Short-Term and Long-Term Disability
Supplemental Ancillary Benefits
Paid Time Off
401(k) and Roth Retirement Plan
Employee Stock Ownership Plan (ESOP)
Career Development & Advancement Opportunities
Cell Phone Stipend

About the Company

Electra Link is a Texas-based, employee-owned company with a long-standing reputation for delivering high-quality technology and infrastructure solutions.
Our employees are the foundation of our success. We are committed to building a culture centered on teamwork, safety, integrity, accountability, professional development, and long-term career growth.
As an employee-owned company, our team members have the opportunity to contribute to — and share in — the long-term success of Electra Link.