Sales and Operations Manager

Job Duties

• Oversee and manage service contracts, ensuring proper execution, renewals, and profitability
• Develop and maintain strong relationships with existing and new customers to ensure satisfaction and long-term partnerships
• Identify opportunities to expand service offerings with current clients and actively pursue new service contracts — growing the recurring service book of business
• Act as the primary point of contact for service-related inquiries, issues, and escalations
• Prepare accurate and competitive quotes for service jobs, ensuring profitability and alignment with customer needs; collaborate with internal teams to develop cost estimates, labor projections, and material requirements
• Walk customer sites, assess existing systems, and design service programs that match customer needs and risk profile
• Oversee service job scheduling, ensuring resources are allocated efficiently and jobs are completed on time
• Work closely with field service technicians to ensure quality work and adherence to company standards
• Track service job performance, addressing any challenges or delays proactively
• Implement and refine processes to improve service efficiency, response times, and customer satisfaction
• Develop and maintain service job documentation, including reports, contracts, and customer communications
• Monitor and analyze service job profitability, identifying areas for improvement and cost control
• Ensure compliance with safety regulations, company policies, and industry standards
• Work closely with field service technicians, dispatchers, and administrative staff to ensure smooth service operations
• Provide leadership and guidance to the service team, fostering a culture of accountability and customer focus
• Collaborate with sales and project management teams to align service offerings with broader company goals

Qualifications & Skills

• Experience: 5+ years in service management, service sales, account management, or hybrid service operations/sales role — in low-voltage, security, AV, structured cabling, electrical contracting, or a closely related field
• Sales & Business Development: Demonstrated track record of growing a service book of business — bringing in new contracts, expanding existing accounts, and managing renewals
• Technical Knowledge: Working knowledge of the systems we service — IP video surveillance, electronic access control, audio/visual, structured cabling, and related low-voltage technologies. Comfortable walking a job site, reading drawings, and discussing systems credibly with both customer IT/facilities staff and end users
• Quoting & Estimating: Experience preparing quotes and managing service jobs from inception to completion, with strong commercial instincts on pricing, margin, and contract terms
• Customer Service: Strong relationship-building skills with a focus on long-term client satisfaction
• Project Management: Ability to oversee multiple service jobs, manage priorities, and meet deadlines
• Leadership: Strong leadership and organizational skills to manage teams and service operations, with the ability to hold a team accountable
• Communication: Excellent verbal and written communication skills for customer and internal interactions, including comfort presenting to customer leadership
• Problem-solving: Ability to analyze issues, identify solutions, and implement effective resolutions
• Valid driver's license and clean driving record
• BICSI, ESS, PSP, or relevant manufacturer certifications are a plus

About Tri-City Technologies

Tri-City Technologies is the technology division of Tri-City Group, founded in 1895 and recognized as one of the largest technology contractors in Iowa. We deliver security, audio/visual, structured cabling and integrated systems work across the Midwest including commercial, hospital, higher education, industrial, mission critical, and government sector projects. We're growing — and we're investing in the people, training, and tools to grow the right way. All offers are contingent upon the successful completion of a drug screen and reference check. Tri-City Group is an Equal Opportunity Employer.