Technology Services Manager

The Technology Services Manager owns the day-to-day leadership, customer experience, financial performance, and operational execution of the NCS Service Department. This role is responsible for leading the Service Coordinator/Admin and Service Technicians, serving customers with urgency and professionalism, managing service opportunities from initial request through billing and closeout, and ensuring the department operates with accuracy, responsiveness, accountability, and profitability.

This is not a pure dispatch role. It is a leadership role responsible for running a service business inside NCS. The Technology Services Manager is expected to think like an owner: protect the customer relationship, support technicians, manage margin, maintain inventory accuracy, drive timely billing, and ensure the work is completed safely, professionally, and with complete documentation.

• For many customers, the Service Department is the most frequent and visible interaction they have with NCS.
• Fast, professional, organized service creates repeat customers and long-term account growth.
• Technicians need clear direction, materials, scope information, and field support to succeed.
• Accurate billing, documentation, and inventory practices protect profitability and job accuracy.
• Strong service leadership reinforces NCS standards, culture, and customer trust.

Reports To Operations Manager or Branch/Department Leader

Direct Reports Service Coordinator/Admin and assigned Service Technicians

Internal Partners Operations, Purchasing, Warehouse, Project Managers, Sales, Accounting/Billing, HR/Safety

External Partners Customers, customer facility teams, general contractors, vendors, subcontractors, and manufacturer representatives

The Technology Services Manager manages the full lifecycle of NCS service work: customer request, site visit, scope development, estimate, job setup, material procurement, scheduling, field execution, customer communication, documentation, billing initiation, warranty/closeout delivery, and administrative job closeout.

The role requires a highly organized, responsive, client-focused leader who is comfortable in a fast-paced environment with shifting customer priorities. Success requires strong communication, technical judgment, customer-service instincts, financial discipline, technician leadership, and a bias for ownership.

The Technology Services Manager does not wait for someone else to notice, solve, communicate, bill, or follow up. The role owns the result until the customer is satisfied, the technician is supported, the job is documented, the invoice is initiated, and the work is closed out properly.

• Own the customer relationship and response time.
• Own technician readiness, schedule clarity, and field execution.
• Own estimates, job setup, material coordination, and billing initiation.
• Own inventory accountability for stocked service vehicles and job transfers.
• Own the closeout package, customer follow-up, and administrative closure.
• Own escalation when obstacles threaten safety, customer satisfaction, schedule, or profitability.

• Lead the Service Coordinator/Admin and assigned Service Technicians with clear expectations, daily communication, and consistent follow-through.
• Set the tone for responsiveness, professionalism, safety, organization, and customer-first service.
• Coach technicians on communication, documentation, field standards, inventory transfers, and customer interaction.
• Review technician performance, reinforce accountability, and identify training or development needs.
• Coordinate with Operations leadership regarding workload, resource needs, scheduling constraints, and performance concerns.
• Create a department rhythm that includes daily schedule review, technician check-ins, service ticket follow-up, billing readiness, and next‑day planning.

• Serve as the primary service contact for assigned customers and service opportunities.
• Respond to customer requests with urgency and professionalism.
• Perform customer site visits and needs assessments when required.
• Clarify scope, constraints, schedule expectations, access requirements, and closeout requirements before work begins.
• Prepare estimates, communicate assumptions, and follow up on approvals.
• Provide proactive status updates for longer or more complex service work.
• Communicate conflicts, scope changes, schedule impacts, or field issues to customers promptly.
• Follow up after completion to confirm satisfaction, communicate completion, and identify additional opportunities.

• Schedule upcoming service calls and prioritize work based on customer commitments, technician availability, materials, skill requirements, and urgency.
• Provide technicians with complete job information, including customer contact, site address, scope, special instructions, expected…