Service Manager II

Overview

MCA, your trusted advisor for wireless communications, data, and security, is seeking an experienced Service Manager in the Arlington, Texas area to support our fast-growing Voice (MSS) division. This role focuses on managing day-to-day service operations, customer interactions, and basic performance tracking. It is ideal for someone with solid leadership experience who can maintain high levels of customer satisfaction while helping to streamline service processes.

MCA seeks team members who share our values: service, growth, teamwork, and safety. As a Military Friendly Employer, we welcome veterans, with over 250 already on board. Join us and become part of the MCA family, where we prioritize both work and enjoyment. We offer competitive compensation and benefits such as Medical, Dental, Vision, 401K, PTO, Holiday Pay, Education Incentives, and more.

• Service Operations Management:
  Oversee the daily operations of the service department to ensure efficient and effective handling of service requests, meeting established KPIs and SLAs.
• Team Leadership:
  Lead, train, and mentor a team of service technicians and support staff, fostering a culture of continuous improvement and professional development.
• Customer Relations:
  Serve as the main point of contact for customers. Build and maintain strong relationships with clients, addressing their needs to enhance customer satisfaction.
• Troubleshooting and Problem Resolution:
  Handle escalated service issues and work to resolve them promptly.
• Performance Monitoring:
  Monitor service performance metrics and prepare basic reports to track trends and identify areas for improvement.
• Training and Development:
  Organize and conduct training sessions to ensure that all team members are knowledgeable about products, services, and best practices.
• Collaboration:
  
  Work with other departments, such as sales and technical support, to ensure a seamless customer experience.

• 3-5 years of experience in service management or a similar role.
• A bachelor’s degree in business administration, management, or a related field is preferred.
• Strong communication, problem-solving, and team leadership skills.
• Proficiency in service management software and Microsoft Office Suite.
• Ability to manage customer relationships and resolve issues in a timely manner.

The physical environment requires the employee to work inside. While performing the duties of this job, the employee is required to frequently stand, walk, sit; use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; climb stairs; talk or hear; lift (overhead, waist level) from the floor, bending, frequently utilize near vision use for reading and computer use;

occasionally move equipment weighing up to 15 pounds, and frequently position self to maintain computers or other equipment as needed.

This is a hybrid position
, and the candidate should reside within a reasonable distance from our MCA location in Arlington, TX
.

Approx. 25% travel. Some overnight will be expected. This candidate will be provided with a company vehicle to operate for business purposes.

Yes

Mobile Communications America, Inc. (MCA) provides wireless communication, data, and security solutions that enhance workplace safety, security, and efficiency nationwide. Customers trust us to provide a portfolio of turn-key systems, products, and services — including two-way radio communications, vehicle uplift, security video and access control systems, BDA/DAS, remote monitoring, GPS tracking, SCADA, dispatch, mass notification, and point-to-point wireless networks. Our more than 60,000 customers span industries such as public safety, commercial, manufacturing, education, healthcare, utilities, and government.

We are the largest Motorola partner in the U.S. and have strategic partnerships with over 1,000 major manufacturers, offering an extensive portfolio of products and technologies.

We are better together through the MCA Way: living our core values of Service First, Growth, Teamwork, and…