Service and Integration Manager

About New Age Group
For more than 25 years, The New Age Group has delivered security and technology solutions for residential, commercial, industrial, institutional, and multi-residential clients. Our expertise includes access control, video surveillance, intrusion alarms, ULC inspections, structured cabling, fiber optics, intercom systems, networking, and integrated technology platforms. We are committed to delivering high-quality workmanship, innovative solutions, and exceptional customer experiences. Our technicians work with leading manufacturers and technologies while benefiting from ongoing training, certification programs, and clearly defined career progression opportunities.

Position Summary
The Service & Integration Manager is responsible for leading the Service Department, Security & Integration Support Team, and Field Operations Team. This role oversees service delivery, technician development, customer satisfaction, department performance, quality assurance, safety compliance, SOP management, resource planning, and operational excellence.

The successful candidate will be both a people leader and technical leader, ensuring customers receive exceptional service while supporting the growth and development of our technicians and support staff.
This position is responsible for managing the complete lifecycle of service operations, from customer requests and dispatching through resolution, quality control, training, and continuous improvement.

Key Responsibilities
Leadership & Team Management

• Lead and manage Service Coordinators, Security & Integration Support Technicians, Technicians, Senior Technicians, and Lead Technicians.
• Recruit, interview, onboard, and develop team members.
• Conduct performance reviews and career development discussions.
• Develop training and certification programs.
• Manage succession planning and employee growth.
• Promote a culture of accountability, professionalism, and customer service.

Service Department Operations

• Oversee daily service operations.
• Manage service dispatching and technician scheduling.
• Monitor response times and service-level agreements.
• Ensure timely completion of service requests.
• Review work orders and service documentation.
• Manage customer escalations and issue resolution.
• Improve department efficiency and service delivery processes.

Technical Leadership
Provide oversight and support for:

• ICT Access Control & Intrusion Systems
• Axis Communications Platforms
• Milestone XProtect Systems
• CDVI Access Control Systems
• Mircom Entry Systems
• DoorGuard Entry Systems
• UniFi Networking Solutions

Ensure training, SOP compliance, quality standards, and spot-check procedures are consistently followed.

SOP & Knowledge Base Management

• Develop and maintain Standard Operating Procedures.
• Verify and approve new SOPs.
• Manage technician certification requirements.
• Ensure training records remain current.
• Maintain the New Age Knowledge Base.
• Coordinate manufacturer training programs.
• Standardize service delivery procedures.

Quality Assurance

• Conduct service quality audits.
• Review completed projects and service work.
• Verify installation standards are maintained.
• Manage deficiency tracking and corrective actions.
• Ensure customer turnover procedures are followed.
• Monitor technician performance and workmanship standards.

Customer Experience

• Maintain high customer satisfaction levels.
• Manage customer concerns and escalations.
• Conduct periodic customer reviews.
• Support account retention initiatives.
• Review service trends and recurring issues.
• Develop long-term customer relationships.

Health & Safety

• Ensure compliance with company safety policies.
• Conduct regular field safety audits.
• Verify Working at Heights compliance.
• Verify WHMIS compliance.
• Monitor Aerial Lift certification requirements.
• Manage safety training records.
• Lead incident investigations and corrective actions when required.

Fleet & Asset Management

• Manage company vehicle fleet.
• Oversee vehicle inspections and maintenance schedules.
• Manage technician tools and equipment.
• Track inventory and assets.
• Maintain calibration and testing records.
• Ensure proper utilization and accountability of company resources.

Financial & Operational Performance

• Monitor technician utilization.
• Review service profitability.
• Manage overtime approvals.
• Assist with departmental budgeting.
• Review warranty claims.
• Support inventory and purchasing controls.
• Monitor key performance indicators (KPIs).

Required Qualifications
Experience

• Minimum 7-10 years of experience in the security, low-voltage, or technology industry.
• Minimum 3 years of leadership or management experience.
• Strong background in service operations and field service management.
• Experience managing technicians and technical support teams.
• Experience working with commercial, industrial, institutional, and multi-residential customers.

Technical Knowledge - Strong understanding of:

• Access Control Systems
• Video Surveillance Systems
• Intrusion Alarm Systems
• Structured Cabling
• Networking Fundamentals
• Fiber Optic Infrastructure
• ULC Compliance Requirements
• System Commissioning
• Service Operations

Manufacturer experience with ICT, Axis, Milestone, CDVI, Mircom, DoorGuard, and UniFi is considered a strong asset.

Leadership Competencies - The ideal candidate demonstrates:

• Strong leadership and coaching abilities.
• Excellent communication skills.
• Customer-focused decision making.
• Problem-solving and conflict-resolution skills.
• Organizational and time-management skills.
• Ability to hold teams accountable.
• Commitment to continuous improvement.

Required Certifications

• Working at Heights
• WHMIS
• Valid Ontario G Driver's License

Preferred Certifications

• ULC Intrusion Alarm Certification
• ULC Protective Signalling Systems Certification
• Manufacturer Certifications (ICT, Axis, Milestone, CDVI)
• Project Management Training
• First Aid / CPR
• Aerial Lift Certifications

Quality Standards - The Service & Integration Manager is responsible for enforcing all company standards including:

Zero-Tolerance Zip Tie Policy - New Age prohibits the use of zip ties on structured cabling installations.
Approved methods include:

• Velcro Straps
• J-Hooks
• Basket Tray
• Ladder Tray
• Manufacturer-approved cable management systems

The Service & Integration Manager is ultimately accountable for department-wide quality compliance.

Success Metrics - Success in this role will be measured by:

• Customer Satisfaction
• Service Response Times
• Technician Utilization
• Training Completion Rates
• SOP Compliance
• Safety Compliance
• Reduction of Callbacks
• Employee Retention
• Service Profitability
• Quality Assurance Scores

Compensation & Benefits

• Competitive salary based on experience
• Company vehicle allowance or vehicle
• Company mobile phone and laptop
• Health & Dental Benefits
• Leadership development opportunities
• Performance-based incentives
• Career advancement opportunities

If you are a motivated leader passionate about customer service, technician development, operational excellence, and technology solutions, we invite you to join the New Age team and help shape the future of our growing Service & Integration Division.

Annual Salary: $120,000.00
Reports to: Operations Manager