Service Manager - VIRSIG, LLC

About Us

VIRSIG, LLC is a global technology company focused on secure networks, video surveillance, detection, and access control solutions. We protect people, places, and data by identifying then addressing cybersecurity, infrastructure, perimeter, and site vulnerabilities. 

At VIRSIG, our strength is in how we efficiently deliver leading-edge products and services to our customers, and we’re proud to set the standard for success in our industry.  To help us continue growing, we’re seeking a dynamic and energetic leader for our Service Department based in our Port Washington office.  The Service Manager will oversee and manage VIRSIG's service operations, primarily focused on Electronic Security Systems (ESS) and related networked IT or low-voltage communications, security, and safety systems.
 

Why join us?

• Competitive compensation packages
• Medical, dental, vision coverage
• Health reimbursement account 
• 401(k) with company match
• Professional development assistance
• PTO program
• Paid federal holidays
• Growing firm with fantastic team and culture

Job Details

Under minimal supervision, the Service Manager will be responsible for processing, scheduling, and following up on service execution for VIRSIG, acting as the primary point of contact for all service requests received from customers through phone, email, service ticket, or referral.  The Service Manager’s primary directive is to ensure customer requests for corrective service or VIRSIG initiated periodic/preventive maintenance and other service requirements are handled in an expeditious manner by the most suitable VIRSIG asset available.  This role will oversee a small group of service technicians, primarily assigned to service and maintenance contracts, but also providing support to other clients as needed.  The Service Manager will also be responsible for procurement of items sold as part of projects, installation, and sales, ensuring logistics are handled effectively to guarantee timely delivery and keeping all stakeholders informed.  The Service Manager will also provide operational assistance for full-time equivalent (FTE) positions as needed and collaborate with other departments to ensure smooth project execution.

Job Responsibilities

• Schedule and direct service tasks, monitor the progress of current service projects, and manage service team members to ensure the team's objectives and contract requirements are met
• Respond to customer inquiries and concerns quickly and professionally to maintain good customer relationships, grow service opportunities, and ensure repeat customers
• Perform service administration to include generating service tickets and sales orders, assigning technical resources for service execution, managing and updating invoices, processing new orders, tracking inventory, and securing customer sign-off or work approvals
• Lead the Service Department to include prioritization of required tasks and balancing resources needed to achieve success
• Develop strategies for continuous improvement, including refining methodology and standard operating procedures
• Establish and maintain strong working relationships with internal and external resources (subcontractors, vendors, manufacturers, dealers, sales representatives, etc.) to ensure service requirements can be met in a timely manner
• Resolve service desk problems and remove obstacles to effective and efficient service execution through collaboration and creative thinking
• Manage VIRSIG's warranty program including equipment lists, warranty periods, warranty terms and conditions, and manufacturer support availability
• Audit field work and service execution to ensure both VIRSIG and customer quality standards and contract requirements are met
• Procure materials and equipment required for projects, installations, and sales, ensuring accurate and timely delivery
• Manage logistics and track the shipment and arrival of product orders; provide regular updates to relevant stakeholders
• Provide operational assistance to support full-time equivalent (FTE) positions within the organization
• Assist in gathering equipment quotes and entering and/or processing purchase orders to secure materials required for service or projects
• Ensure new technicians or other personnel are properly trained in service execution procedures
• Build out and manage knowledge base of service-related issues, processes, and historical data
• Maintain a strong working knowledge of VIRSIG and industry specific technologies, procedures innovations, materials, tools, and processed to ensure resources and clients have access to current and relevant information
• Oversee a small team of service technicians, ensuring efficient allocation of resources to service and maintenance contracts while supporting other client needs as required
• Coordinate team activities to ensure successful procurement, logistics, and operational assistance where necessary

Qualifications & Experience

• 3-5 years previous Service Manager or Project Management experience
• Minimum 1 year of experience in the electronic security system industry
• Minimum 3 years of experience in a management or dispatch capacity
• Exceptional customer focus and ability to work under pressure; ability to anticipate and seek to meet the needs and wants of the customer without being prompted
• Previous exposure and moderate technical understanding of Electronic Security Systems to include access control, intrusion detection, video surveillance/CCTV, and similar low voltage communications equipment, software, and infrastructure
• Ability to understand basic technical explanations and convey updates regarding technical matters to both internal and external audiences
• Motivated and diligent work ethic capable of understanding and performing tasks with minimal supervision
• Strong organizational skills and the ability to build and manage repositories of information within company provided computer information systems
• Strong verbal, written and interpersonal communication skills and commitment to professionalism in customer interactions
• Experience with a service/ticketing management and resource assignment software system is required
• Working knowledge of Microsoft Office; experience with ConnectWise a plus
• Strong understanding of field services, installation, and preventive maintenance services preferred
• Strongly self-motivated and directed with the ability to work independently and as part of a team
• Ability to provide on-call support outside or standard business hours on occasion

Standard Schedule

• Monday - Friday 8:00am - 5:00pm
• This position will be based in-office at our Port Washington headquarters, however allows potential for a flexible schedule and partial hybrid remote/home office performance; work-related travel anticipated to be 10% or less

VIRSIG’s “Why”

At VIRSIG, we believe that service to others can change the world. We believe that those who serve with strong morals and character can inspire others to do the same and overcome obstacles and challenges that many may see as insurmountable. We believe that it is our duty to defend, protect, and serve those that uphold our nation’s values. If you’re driven and looking for a place to grow, come join us.

VIRSIG’s Core Values

• People Matter
• Do the Right Thing
• Endless Pursuit of Excellence
• Long-term vs Short-term Focus
• Be Heroic!
• Never Give Up

VIRSIG offers eligible employees health and welfare benefits coverage options including medical, dental, vision, spending accounts, professional development assistance, as well as participation in a 401(k) plan with company match. Salary will be commensurate with experience.

VIRSIG is proud to be an equal employment workplace. Individuals seeking employment at VIRSIG are considered without regards to age, ancestry, color, gender (including pregnancy, childbirth, or related medical conditions), gender identity or expression, genetic information, marital status, medical condition, mental or physical disability, national origin, protected family care or medical leave status, race, religion (including beliefs and practices or the absence thereof), sexual orientation, military or veteran status, or any other characteristic protected by federal, state, or local laws.

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