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 an experienced Service Manager to fill a key opening on our Operations Team. The Service Manager’s primary directive is to ensure customer requests for service are handled in an expeditious manner by the most suitable asset available to provide excellent customer service and ensure repeat customers. This is a fully remote position and requires experience managing a remote workforce; however, this position has the option to work out of our offices in Port Washington, NY.
As a Service Manager, you will be accountable to meeting or exceeding business objectives including, but not limited to, safety, quality, delivery, customer experience, people development and cost. You will allocate and lead resources in your area based on customer demand, service schedules, and company standards and drive a culture of continuous improvement through the support of business and process improvements. This position requires an experienced professional with high levels of energy and initiative, a go-getter attitude, great leadership skills, and cross-team collaboration. To be successful in this role, you must have a customer-first approach and thrive in a fast-paced environment, tackling all challenges with a creative and flexible mindset. The goal is to build a Service Department that reflects the specific needs of our customers and market, while retaining a consistent level of service delivery. This requires a strong and independent Service Manager who can manage the relationships among our customers and field employees while following our corporate initiatives and policies.
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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
Responsibilities
Under minimal supervision, the Service Manager will be responsible for processing, scheduling, and following up on customer requests for service and will act as the primary point of contact for all service requests received by phone, email, service ticket, or referral.
- Maintain customer records in relation to services requested/rendered, coordinate with other internal and external departments, and oversee customer warranty and equipment records
- Delegate and direct service tasks, monitor the progress of current service projects, and manage service team members to ensure the team's objectives and sales goals are met
- Respond to customer inquiries and concerns quickly and professionally to maintain good customer relationships and ensure repeat customers
- Assist with performing administrative tasks, such as managing and updating invoices, processing new orders, and tracking inventory
- Set up and maintain a service desk and evaluate its efficiency
- 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 improve service methods to increase the service desk's productivity and customer satisfaction
- Build out and manage warranty program including equipment lists, warranty periods, warranty terms and conditions, and manufacturer support availability
- Monitor department issues and track client complaints to create methods to lessen recurring issues
- Audit work and customer satisfaction to ensure the company's high standards, efficiency, and productivity goals are met
- 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, and tools
Qualifications & Experience
- 3-5 years previous Service Manager experience; Bachelor's degree preferred
- Working knowledge of Microsoft Office, ConnectWise, G-Suite
- Minimum 1 year of experience in the electronic security system industry
- Minimum 3 years of experience in a management or dispatch capacity
- 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
Schedule
- 8-Hour Shift
- Day Shift
- Monday - Friday 8:00am - 5:00pm
- Ability to provide on-call support 24/7 when and as required
- Fully remote position
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.
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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