Service Operations Manager SI Alarms Limited
Winnipeg, Manitoba
Build a Service Department, Build a Team, Build a Business
SI Alarms Limited has been protecting people, property, and businesses across Manitoba for over 25 years. We design, install, service, and maintain integrated security and low-voltage systems across commercial, industrial, healthcare, educational, government, multi-family, and institutional sectors.
Our solutions include:
- Video Surveillance Systems
- Access Control Systems
- Intrusion Alarm Systems
- Intercom & Communications Systems
- Nurse Call Systems
- Audio Visual Systems
- Paging Systems
- Monitoring & Managed Services
As our company continues to grow, we are looking for a Service Operations Manager to take ownership of our technical service department and help transform it into a proactive, customer-focused, revenue-generating division.
This is not simply a dispatching position. This is an opportunity to build and lead a growing department while making a direct impact on customer satisfaction, recurring revenue, and long-term company success.
Position Summary
The Service Operations Manager will oversee all aspects of technical service delivery for SI Alarms' security, access control, surveillance, communications, and low-voltage systems divisions.
This role will be responsible for managing incoming service requests, triaging customer issues, dispatching technicians, reviewing service billing, growing preventative maintenance programs, and identifying opportunities for upgrades and recurring service agreements.
Initially, the Service Operations Manager will coordinate technicians from our existing installation and service teams. As the department continues to grow, this individual will play a key role in building and leading a dedicated service team and support structure.
The successful candidate will be a self-starter who enjoys building processes, developing relationships, solving problems, and creating opportunities for growth.
Key Responsibilities Service Department Leadership
- Own and manage the day-to-day operation of the service department.
- Serve as the primary point of contact for incoming service requests.
- Review, prioritize, and triage service calls based on urgency and customer impact.
- Assign and schedule technicians based on skillset, availability, and customer requirements.
- Monitor service call progress and ensure timely completion.
- Maintain clear communication with customers throughout the service process.
- Establish service standards, procedures, and department KPIs.
Customer Service & Relationship Management
- Deliver an exceptional customer experience from initial service request through completion.
- Conduct customer follow-up and satisfaction reviews.
- Develop long-term service relationships with clients.
- Ensure customers are utilizing the systems and features available to them.
- Identify opportunities to improve customer outcomes through training, upgrades, and maintenance services.
Service Sales & Recurring Revenue Growth
- Develop and grow preventative maintenance and inspection programs.
- Promote and sell service agreements and recurring maintenance contracts.
- Identify opportunities for system upgrades, repairs, and enhancements.
- Work closely with technicians and sales staff to uncover service opportunities.
- Build strategies that increase customer retention and recurring revenue.
- Track and report on service department performance and growth.
Billing & Financial Accountability
- Review completed work orders for accuracy and completeness.
- Review technician time entries and materials.
- Prepare service invoices for billing.
- Monitor service profitability and technician utilization.
- Assist with service pricing strategies and departmental budgeting.
- Track department performance against revenue and profitability targets.
Team Development
- Coordinate technicians assigned to service work.
- Provide leadership, coaching, and support to field personnel.
- Assist with recruitment and onboarding as the department grows.
- Build the framework for a dedicated service team.
- Foster a culture of accountability, professionalism, and customer service excellence.
Systems & Process Management
- Utilize Zoho FSM to manage service operations and workflows.
- Ensure service tickets, technician notes, and billing information are properly maintained.
- Continuously improve efficiency through process development and automation.
- Generate reports and performance metrics to support decision-making.
- Champion technology adoption and process improvement initiatives.
Qualifications Required Experience
- Minimum 3-5 years of experience managing or coordinating a technical service department, field service team, or dispatch operation.
- Proven experience in customer service and operational management.
- Experience reviewing work orders, scheduling field personnel, and managing service workflows.
- Strong organizational skills and ability to manage multiple priorities simultaneously.
- Excellent communication and relationship-building skills.
- Strong computer and software aptitude.
Preferred Experience
Experience in one or more of the following industries:
- Security Systems
- Access Control
- Video Surveillance
- Telecommunications
- Building Automation
- Electrical Contracting
- HVAC
- Mechanical Contracting
- Fire Protection
- Facility Services
- Industrial Service Operations
Previous experience with field service management software, ERP systems, CRM platforms, or dispatch software is considered a strong asset.
Experience with Zoho FSM is beneficial but not required.
What Success Looks Like
Within your first 12-24 months, you will:
- Establish a highly organized service department.
- Improve service response times and customer communication.
- Increase preventative maintenance agreement sales.
- Grow recurring service revenue.
- Improve technician utilization and efficiency.
- Build standardized service processes and reporting.
- Create the foundation for a dedicated service team.
- Become a trusted resource for customers and internal teams.
Compensation & Benefits
- Salary Range: $60,000 - $85,000 annually
- Performance-based bonus opportunities
- Group Benefits Program
- Company Matching Pension Plan
- Professional Development Opportunities
- Career Advancement Potential
- Supportive Team Environment
Why SI Alarms?
At SI Alarms, you'll have the opportunity to build something meaningful.
You'll work with a respected Manitoba company that has been serving customers for more than 25 years, alongside a team of skilled professionals who take pride in their work. You'll have the support, resources, and autonomy to grow a department, improve customer experiences, and make a measurable impact on the future of the business.
If you're motivated by leadership, customer service, operational excellence, and business growth, we'd love to hear from you.
Pay: From $60,000.00 per year
Benefits:
- Company events
- Dental care
- Extended health care
- Life insurance
- Mileage reimbursement
- On-site parking
- RRSP match
Work Location: In person
