Regional Technical Service Manager

Who is Tech Electronics?

We provide systems and services that help our customers work smarter, feel safer, and collaborate more effectively. Tech Electronics is a technology services organization headquartered in St. Louis, Missouri with seven offices across the Midwest.

At Tech Electronics, we specialize in low voltage life safety and communication systems in the education, healthcare, construction, government, commercial-industrial, SMB, and worship industries. From fire alarm installation and testing to security cameras and video surveillance, our tailor-made solutions deliver connection and protection.

Why Tech Electronics?

At Tech Electronics, we pride ourselves on bringing a unique family atmosphere to an ever-evolving technology marketplace. We recognize that our people made us special when we opened our doors over 60 years ago, and they continue to do so today.

We prioritize giving motivated individuals opportunities to find their gifts, develop their talents, and live their lives to the fullest. If you're looking for a job that's more than just a job, our Tech family is waiting for you!

What's in it for you?

* Health, Vision & Dental Insurance on DAY ONE

* Company credit card, cellphone, laptop (as needed)

* Paid Time Off & Accrued Personal Time

* Tuition Reimbursement

* Long term & Short-term disability

* Hybrid office schedule (select positions)

* Immense Growth Opportunities

* Relaxed Family Culture

POSITION SUMMARY

The Technical Service Manager is responsible for overseeing and managing service queues, performing technical triage, and ensuring service tickets are accurately documented and dispatched. This role acts as the critical link between customers, service coordinators, and field technicians, ensuring that all service requests are handled efficiently, prioritized correctly, and resolved to the highest standards of customer satisfaction.

What you'll do as the Regional Technical Service Manager

* Prioritize service tickets based on urgency, contractual obligations, and customer impact.

* Review incoming service requests to validate scope, accuracy, and completeness and ensure timely and effective communication with customers

* Diagnose issues at a high level to ensure proper technician assignment and preparedness.

* Ensure timely assignment and dispatch of service technicians.

* Clarify and refine service tickets to reduce unnecessary callbacks or delays.

* Maintains communications with customers and dispatch team throughout the service activity.

* Handles customer and technical escalations and keeps leadership team informed of risk, issues, actions and decisions.

* Works directly with the customer service representative in obtaining work order information and/or material required for service work orders.

* Responsible for suggesting methods to improve operations, processes, efficiency, and service to both internal and external customers.

* Maintains a favorable working relationship with all employees and managers to promote a cooperative and harmonious working environment and facilitate positive employee morale, productivity, and continued improvement.

SUPERVISORY DUTIES:
This position will start as an individual contributor role, but the right candidate will likely take on leadership responsibilities.

POSITION QUALIFICATION REQUIREMENTS

The following are the minimum qualifications an individual needs in order to successfully perform the duties and responsibilities of this position. The requirements listed below are representative of the knowledge, skill, and/or ability required.

Education & Experience

* 4+ years of experience in low voltage systems (Fire Alarm, Security, Healthcare, or AV).

* 4+ years in a service coordination, dispatch, or technical leadership role preferred.

* Relevant certifications (e.g., NICET, manufacturer certifications, or industry-specific credentials) are a plus.

Technical Skills

* Strong understanding of low voltage systems and service workflows.

* Ability to interpret technical issues and translate them into actionable service plans.

* Familiarity with service management or ticketing systems.

Soft Skills

* Excellent communication and customer service skills.

* Strong organizational and multitasking abilities.

* Problem-solving mindset with attention to detail.

* Ability to work in a fast-paced, service-driven environment.

Education:

4 year degree or equivelent work experience

Experience:

* Four years working in the electronics field where AC/DC theory is used daily and/or working as a Service technician for Fire Alarm, Security, and Healthcare.

* Four years of experience working as a customer service representative.

Skills/Abilities:

* Proven ability to work in client management and service management software system

* Excellent organization and time management skills

* Ability to prioritize most important tasks while not losing sight of others

* Ability to solve practical problems and carry out responsibilities with minimal supervision

* Ability to communicate effectively at all levels and across diverse…