Regional Technical Service Manager

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.

• 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.
• Maintain communications with customers and dispatch team throughout the service activity.
• Handle customer and technical escalations and keep leadership team informed of risk, issues, actions and decisions.
• Work directly with the customer service representative in obtaining work order information and/or material required for service work orders.
• Suggest methods to improve operations, processes, efficiency, and service to both internal and external customers.
• Maintain 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.

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

• 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

• 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.

• 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.

• 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.

4-year degree or equivalent work 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.

• 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 cultures.
• Ability to adapt as the external environment and organization evolves.
• Ability to define problems, collect data, establish facts, and draw valid conclusions.

• Ability to effectively communicate technical concepts such as system operations and system installation practices to individuals that do not have the same knowledge levels.
• Excellent communication and interpersonal skills.

• Strong customer and results orientation.
• Commitment and conviction to high level company goals.
• Committed to continual improvement, including self-improvement.
• Ability to function as an effective team member.

• Instills a feeling of trust and confidence when dealing with people.
• Presents a warm and personal demeanor.
• Treats all employees with respect and dignity, demonstrating professionalism and maturity.

This position will require approximately 25% travel, weighted more heavily during onboarding.

Tech Electronics is an Equal Opportunity Employer. Tech Electronics does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law.