Service Manager

Job Description: Service Manager
Supervisor: Operations Director

Position Summary:

Do you have a passion for providing world-class service to customers, colleagues, and communities? AT&I’s greatest strength is our people, and we are actively recruiting a full-time, enthusiastic, results-driven, and forward-thinking Service Manager to join our amazing team.  In this role you will provide leadership to our service team members, and ensure that customer requests are handled properly and in a timely manner. You will provide technical leadership for IP-based security cameras, access controls, and alarm systems that vary in make, model, and complexity. As the Service Manager, you are part of a dynamic team that will allow you to grow as AT&I grows.

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. 

·         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