Service Manager

DESCRIPTION

APIC Solutions is seeking a driven, technically strong Low Voltage Service Manager to lead our Low Voltage/Specialty Systems service operations, including structured cabling and fiber optics, security systems (access control, video surveillance, and intrusion detection), fire alarm systems, and audio/visual systems. This role directs service delivery and builds customer and contractor relationships across the Low Voltage Department, executing APIC Solutions' operational and business development strategies.

Location: Tempe, AZ

KEY RESPONSIBILITIES

Service Delivery & Team Leadership

• Direct and manage all Low Voltage service requests — structured cabling, fiber optics, access control, video surveillance, intrusion detection, fire alarm, and audio/visual — from the time the request is received through completion
• Manage scope, budget, schedule, quality, and safety of all Low Voltage service work and small projects
• Oversee, train, and mentor the Low Voltage Service team of technicians and installers
• Lead Low Voltage Service team meetings and participate in project and production meetings
• Manage on-call and emergency/after-hours service response for critical systems

Compliance & Technical Oversight

• Ensure work is performed in accordance with manufacturer specifications, applicable codes (NFPA 72, NEC, TIA/EIA-568), and local Authority Having Jurisdiction (AHJ) requirements
• Coordinate permitting, licensing, and inspection scheduling with local jurisdictions for fire alarm, security, and life-safety systems
• Track and maintain required manufacturer and industry certifications for the service team (e.g., fire alarm, access control, video management, and structured cabling platforms)
• Ensure proper maintenance, calibration, and inventory of tools, test equipment, vehicles, and stock material
• Client Relationships & Business Development
• Develop and maintain strong relationships with customers, general contractors, subcontractors, vendors, and central station/monitoring partners
• Actively pursue business development by identifying and reaching out to prospective customers, generating leads, and building new accounts to grow the Low Voltage service customer base

Administration & Coordination

• Ensure all service tickets, work orders, and small projects are accurately tracked, scheduled, and closed out in a timely manner
• Collaborate with the Low Voltage Estimating and Project Coordinator teams on scheduling, billing, job costing, and material procurement
• Review and approve service tickets, technician time, and material usage
• Utilize strong time management and organizational skills to service multiple concurrent service calls and small projects simultaneously
• Pursue ongoing training and personal development, and cross-train team members across structured cabling, security, fire alarm, and audio/visual disciplines

Required Qualifications

• High School Diploma or GED required
• Minimum 5 years of hands-on experience installing and/or servicing low voltage systems, including structured cabling/fiber, security systems (access control, video surveillance, intrusion detection), fire alarm, and/or audio/visual systems, with at least 2 years in a lead or supervisory role
• Working knowledge of NFPA 72, the National Electrical Code (NEC), TIA/EIA structured cabling standards, and local AHJ requirements
• Must have reliable transportation, a valid driver's license, and vehicle liability insurance
• Ability to read and interpret blueprints, wiring diagrams, and technical specifications
• Proficiency with Microsoft applications and service/project management software (e.g., Spectrum, Procore)
• Excellent written and verbal communication skills

Preferred Qualifications

• Associate's degree or trade/technical certification in electronics, telecommunications, or a related field
• NICET certification (Fire Alarm)
• Manufacturer certifications in access control, video management, and/or fire alarm platforms (e.g., Lenel, Genetec, Milestone, Avigilon, Notifier, Simplex, Bosch, Honeywell)

Essential Skills

• Leadership — Proven ability to direct, train, and mentor a team of technicians and installers across multiple low voltage disciplines
• Technical Proficiency — Strong working knowledge of low voltage systems, industry codes, and life-safety requirements; ability to read and interpret blueprints and technical specifications
• Business Development — Skilled at building and maintaining customer, contractor, and vendor relationships, and identifying opportunities to grow the service customer base
• Organization & Time Management — Able to manage multiple concurrent service calls and small projects, tight deadlines, and detailed documentation with meticulous attention to detail
• Professionalism — Maintains a well-groomed, professional appearance and strong interpersonal skills appropriate for representing APIC Solutions to clients and partners

Physical Demands & Work Environment

• Regular travel between job sites, customer locations, and the office to oversee field operations
• Work is performed across a combination of office and active field/construction environments
• Must be able to safely operate a vehicle to travel between service calls and project sites