Low Voltage Service Operations Manager
Company Overview
VIP Systems is a premier South Florida low-voltage systems integrator specializing in complex technology infrastructure for luxury high-rise residential developments. Our expertise includes structured cabling, security systems, access control, surveillance, and integrated building technologies. We partner with developers, property managers, and building ownership groups to deliver reliable, high-performance solutions and exceptional service throughout the lifecycle of every installation.
Position Overview
VIP Systems is seeking a proactive and results-driven Service Operations Manager to lead
our service department and ensure the long-term performance of our technology
installations. This role requires a high-energy leader who can effectively manage maintenance operations, coordinate service technicians, maintain strong client relationships, and drive exceptional customer satisfaction in a fast-paced environment.
The ideal candidate combines technical expertise in low-voltage systems with strong leadership, organizational, and customer service skills. This individual will be responsible for ensuring service projects and maintenance activities are completed safely, on schedule, within budget, and to the highest quality standards while maintaining the exceptional level of service expected by our luxury residential clients.
Core Responsibilities
Service Operations
- Oversee all service department activities, including maintenance contracts, warranty support, and daily service calls.
- Ensure timely response and resolution of service requests for luxury high-rise residential clients.
- Manage departmental performance metrics, service quality, and customer satisfaction.
Scheduling & Dispatching
- Coordinate technician schedules and dispatch field teams for emergency repairs, troubleshooting, and preventive maintenance.
- Prioritize service requests based on urgency, contractual obligations, and client needs.
- Optimize technician utilization and efficiency.
Client Relationship Management
- Serve as the primary point of contact for property managers, building engineers, and ownership representatives.
- Maintain strong client relationships through proactive communication and responsive service.
- Identify opportunities for system upgrades, preventative maintenance programs, and additional service offerings.
Technical Leadership
- Provide remote troubleshooting support and technical guidance to field technicians.
- Assist in resolving complex issues involving access control, CCTV, structured cabling, intercom, and related low-voltage systems.
- Coordinate with project teams to ensure seamless transition from installation to ongoing service support.
Service Administration
- Oversee service ticket management, documentation, and work order completion.
- Review technician reports for accuracy and completeness.
- Ensure proper billing, invoicing, and service contract administration.
- Maintain detailed service histories and client records.
Team Leadership
- Lead, mentor, and support service technicians to ensure high performance and professional growth.
- Foster a culture of accountability, responsiveness, and customer service excellence.
- Participate in recruiting, onboarding, and training service personnel as needed.
Requirements
Required Qualifications
- 3–5+ years of experience in service management, field operations, project management, or as a lead technician within the low-voltage industry.
- Strong technical knowledge of:
- Access Control Systems
- CCTV / Video Surveillance
- Structured Cabling Systems
- Network-connected security technologies
- Access Control Systems
- Proficient in reading and interpreting blueprints, specifications, and construction documents.
- Demonstrated experience managing all aspects of project planning, scheduling, resource allocation, and execution.
- Proven ability to troubleshoot and coordinate resolution of technical issues.
- Excellent communication and customer relationship management skills.
- Experience managing technicians and coordinating field service operations.
- Proficiency with Microsoft Office and service dispatch, ticketing, or CRM software.
- Valid driver's license and ability to travel throughout South Florida as needed.
Preferred Qualifications
- Bilingual (English/Spanish).
- Experience working with luxury high-rise residential properties.
- Familiarity with service agreements, maintenance contracts, and recurring revenue programs.
- Knowledge of leading access control, surveillance, and building technology platforms.
- High School Diploma required; Associate's Degree, Technical Degree, or equivalent industry training preferred.
Preferred Certifications (Not Required)
- BICSI Technician or Installation Certification
- OSHA 10 Certification
- Powder Actuated Tools Certification
- Confined Space Certification
- CPR and First Aid Certification
- Manufacturer Certifications for Installation and Maintenance
- Lift Operator Certification
Benefits
- Competitive salary based on experience
- Performance-based bonus opportunities
- Health and benefits package
- Paid time off and company holidays
- Professional development and manufacturer training
- Career growth opportunities within a rapidly growing technology integration company
- Opportunity to work with some of South Florida's most prestigious luxury residential developments