Field Service Manager

Job Description:
Join ECAM as a Service Manager and Lead a Team in Cutting Edge Surveillance Technology. Your primary responsibility of this role is to lead the Field Service team consisting of Supervisors, Coordinators, Technicians as well as Subcontractor resources. This role will deliver exceptional customer experience results in support of resolving customer concerns and system deficencies. This role will also have a responsibility to meet and exceed established service KPIs. The leader in this role will provide insight and recommendations for continuous imporovment and scalability department along with growth and development of the team.

What's in it for You

• Competitive Pay: $83k - 106k Annually
• Work Site Location: Hanover, MD
• Set Schedule: Monday through Friday, 9:00 a.m. to 5:00 p.m. This position may require long hours and weekend work.
• Comprehensive Benefits: Medical, dental, and vision insurance plans, 401(k) with employer matching contributions, paid time off (PTO) policy, paid holidays, disability coverage, and life insurance options.
• Career Growth: Career growth opportunities at GardaWorld
• Travel: Travel expectations vary by branch, with daily visits to client sites within the market.

Your Responsibilities

• Lead a team of supervisors, coordinators and technicians to provide maintnence and service repair of stand alone and monitored security systems across North America
• In partnership with the vendor management, develop subcontractor resources to supplement existing FTE resources both for geographically challenging areas as well as to provide surge capacity within region.
• Collaborate with service dispatch, remote services, sales, installation, customer success, and other internal groups
• Colaborate partner and support regional service teams across North America with their surge capacity during high demand periods
• Ensure adherance to contract specifications, SLOs/SLAs and customer requirements
• Oversee on-call schedule for your region in support of customers who require weekend and holiday field services
• Oversee the service ticket backlog, driving teams to follow process and meet both customer and business expectations
• Identify and mitigate risk through conflict and issue resolution with the service team and stakeholders
• Lead/participate in continuous improvement projects as assigned
• Partnering with National Accounts leadership to support Service needs (reporting, weekly update calls, QBRs, SLAs and other specific requests).
• Oversee customer site audits and scheduled preventative maintenance
• Partner with Customer Success teams on high visibility/at risk customer escalations, providing pathway to resolving customer issues in a timely manner
• Maintain and repair all equipment as needed to guarantee that it is working as required.
• Ensure company vehicles are kept in good working condition and notify fleet management team of any deficiencies
• Ensure sufficient equipment is in the vehicle to complete assigned daily tasks as well as carry out any other maintenance or repair issues that arise while on a site
• Support finance and supply chain teams with inventory counts of equipment in warehouse and vehicles
• Ownership of KPIs: to drive lower MTTR, lower service ticket backlog & aging, increased system uptime.
• Quality Assurance : Lead a culture of first-time fix, identifying root cause identification and resolution to reduce recurring visits or issues.
• Perform other duties as assigned.

Your Qualifications:

• Authorized to work in the United States
• Able to pass an extensive screening process
• Batchelors Degree and / or the equivelant of 7-10+ years expericene managing and scheduling or coordinating technicians, preferrably in the security industry
• Implimentation / troubleshooting experience with CCTV systems (analog and IP) access control, intrusion alarm, and intercom security
• Working knowlage of case / service ticket management systems
• Possess a strong working knowlage of business software such as Microsoft Office Suite, Pivot Tables, Salesforce, Smartsheet and NetSuite
• Network Implementation / troubleshooting experience required
• Experience leading both full-time field technicians as well as a network of subcontractor partners

Your Skills and Competencies:

Competencies:

• Hands-on Approach
• Business Acumen
• Problem Solving
• Communication
• Consultation
• Cultural Awareness
• Leadership & Navigation
• Relationship Management
• Ethical Practice

Ideal Skills, Characteristics, & Experiences:

• Results and people-oriented, balancing business considerations
• Process-driven mentality
• Highly organized
• Self-motivated with a high sense of urgency
• Stable, progressive work history
• Excellent communication skills
• Acts with integrity
• Resilient and adaptable
• Competitive spirit
• Ability to develop relationships at all levels
• Willingness to get involved in all aspects of the business

ECAMSECURE: Safeguarding Sites with Innovation

ECAMSECURE, a GardaWorld company, is a leader in security technology and remote surveillance. With a mission to deliver smarter, more efficient security solutions, ECAMSECURE protects construction sites, commercial properties, and critical infrastructure with cutting-edge mobile surveillance units, AI-driven monitoring, and professional guard services. Their integrated approach helps clients reduce risk, prevent loss, and maintain peace of mind-24/7.

It is the policy of ECAMSECURE to provide equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, veteran status, or disability in accordance with applicable federal laws. In addition, ECAMSECURE complies with applicable state and local laws governing nondiscrimination in employment. This policy applies to all terms and conditions of employment including, but not limited to hiring, placement, assignment, promotion, termination, layoffs, recalls, transfers, leaves of absence, compensation, and training. It is also the policy of ECAMSECURE not to honor requests that employees be assigned on the basis of sex or any other classification protected by law, unless such request is based on a bona fide occupational qualification for that assignment.