Low Voltage Service Manager

About the Role

As Service Manager, you'll lead the day-to-day service operation for Kidwell's Integrated Systems Service team. You'll manage and develop the Service Coordinator while working closely with technicians, department managers, and customers to ensure service work moves from initial request to completed job efficiently and professionally. You'll own service performance—including response times, scheduling, technician utilization, work order management, customer communication, invoicing, and overall service experience.

Success in this role isn't simply about keeping the schedule full. It's about building a service operation that is responsive, organized, accountable, and consistently delivers for customers. You'll work alongside experienced technicians, department leaders, project managers, estimators, and operations teams who understand the technical side of the work and rely on strong service leadership to keep everything moving. You'll have the authority and responsibility to improve the operation rather than simply work around its problems.

Responsibilities

• Lead, develop, and hold the Service Coordinator team accountable for service performance.
• Ensure incoming service calls are responded to quickly and appropriately based on urgency and customer needs.
• Maintain strong visibility into technician schedules, capacity, geographic coverage, and workload.
• Monitor service level performance and take action when commitments are at risk.
• Ensure service work orders are properly created, scheduled, documented, completed, and closed.
• Resolve customer concerns and escalations with urgency, professionalism, and ownership.
• Improve technician utilization, service response times, work order completion, and overall operational efficiency.
• Review service backlog and identify issues before they become customer problems.
• Ensure completed work is accurately documented and submitted for timely invoicing.
• Monitor service performance and financial results, including labor, materials, productivity, revenue, and gross margin.
• Work closely with Electrical and Integrated Systems leadership to identify service opportunities and operational needs.
• Develop Service Coordinators through clear expectations, coaching, feedback, and accountability.
• Create a service culture built around communication, urgency, ownership, and follow-through.
• Identify recurring problems and implement practical solutions that improve the customer and employee experience.

Requirements

• Experience leading people in a service, operations, construction, electrical, technology, or related environment.
• Experience managing scheduling, dispatching, work orders, or field service operations preferred.
• Strong understanding of customer service and service delivery processes.
• Ability to manage competing priorities in a fast-paced environment.
• Strong organizational and problem-solving skills.
• Ability to communicate clearly and confidently with customers, technicians, coordinators, and leadership.
• Ability to coach employees, set expectations, and hold people accountable.
• Strong computer skills and ability to learn and effectively use business and service management systems.
• Working knowledge of electrical, low-voltage, technology, or integrated systems is preferred.
• Ability to analyze operational and financial information and use it to make sound decisions.

You Could Be a Great Fit If...

• You naturally take ownership when something isn't working.
• You don't wait for problems to become emergencies before addressing them.
• You enjoy leading people and believe accountability and support should go hand in hand.
• You can look at a busy service operation and quickly identify what's creating the bottleneck.
• You're comfortable making decisions when priorities compete and information isn't perfect.
• You communicate directly and professionally, whether you're talking with a frustrated customer, a technician in the field, or a member of your team.
• You understand that a great customer experience starts with great internal communication.
• You're organized enough to manage the details but strategic enough to see the bigger picture.
• You enjoy improving processes rather than simply following them.
• You're comfortable looking at numbers and using data to understand what's working, what's not, and where the operation needs to improve.
• You believe your team's success is a reflection of your leadership.

You May Not Be a Great Fit If...

• You prefer maintaining the status quo over improving how things are done.
• You avoid difficult conversations or accountability.
• You become overwhelmed when multiple priorities compete for attention.
• You prefer working independently rather than leading and developing a team.
• You see customer service as someone else's responsibility.
• You wait for problems to solve themselves rather than taking ownership.
• You focus only on keeping the schedule moving without considering customer experience, technician productivity, or profitability.
• You aren't comfortable making decisions and taking responsibility for the outcome.

Why You'll Love Working Here

• Lead and shape the service operation for a growing electrical and integrated systems company.
• Work alongside experienced technicians and operational leaders who take pride in their work.
• Have a direct impact on customer experience, team performance, and operational results.
• Develop and grow a team of Service Coordinators and future service leaders.
• Help build processes and systems that will scale with Kidwell's continued growth.
• Work for a company with more than 75 years of history and a strong reputation in the markets we serve.
• Have opportunities to grow your career as Kidwell continues to expand.

Benefits

• Competitive salary
• Health, dental, vision, life, and disability insurance
• 401(k) with company match
• Paid vacation, holidays, and sick leave
• Paid maternity and paternity leave
• Flexible scheduling
• Professional development and training opportunities
• Company-provided technology and tools needed for success
• Career advancement opportunities within a growing organization