The Technology Services Manager owns the day-to-day leadership, customer experience, financial performance, and operational execution of the NCS Service Department. This role is responsible for leading the Service Coordinator/Admin and Service Technicians, serving customers with urgency and professionalism, managing service opportunities from initial request through billing and closeout, and ensuring the department operates with accuracy, responsiveness, accountability, and profitability.

This is not a pure dispatch role. It is a leadership role responsible for running a service business inside NCS. The Technology Services Manager is expected to think like an owner: protect the customer relationship, support technicians, manage margin, maintain inventory accuracy, drive timely billing, and ensure the work is completed safely, professionally, and with complete documentation.

Why This Role Matters

• For many customers, the Service Department is the most frequent and visible interaction they have with NCS.
• Fast, professional, organized service creates repeat customers and long-term account growth.
• Technicians need clear direction, materials, scope information, and field support to succeed.
• Accurate billing, documentation, and inventory practices protect profitability and job accuracy.
• Strong service leadership reinforces NCS standards, culture, and customer trust.

  Organizational Relationships

  Reports To	Operations Manager or Branch/Department Leader
  Direct Reports	Service Coordinator/Admin and assigned Service Technicians
  Internal Partners	Operations, Purchasing, Warehouse, Project Managers, Sales, Accounting/Billing, HR/Safety
  External Partners	Customers, customer facility teams, general contractors, vendors, subcontractors, and manufacturer representatives

  Position Summary

  The Technology Services Manager manages the full lifecycle of NCS service work: customer request, site visit, scope development, estimate, job setup, material procurement, scheduling, field execution, customer communication, documentation, billing initiation, warranty/closeout delivery, and administrative job closeout.

  The role requires a highly organized, responsive, client-focused leader who is comfortable in a fast-paced environment with shifting customer priorities. Success requires strong communication, technical judgment, customer-service instincts, financial discipline, technician leadership, and a bias for ownership.

  You Own the Outcome

  Ownership Standard The Technology Services Manager does not wait for someone else to notice, solve, communicate, bill, or follow up. The role owns the result until the customer is satisfied, the technician is supported, the job is documented, the invoice is initiated, and the work is closed out properly.

• Own the customer relationship and response time.
• Own technician readiness, schedule clarity, and field execution.
• Own estimates, job setup, material coordination, and billing initiation.
• Own inventory accountability for stocked service vehicles and job transfers.
• Own the closeout package, customer follow-up, and administrative closure.
• Own escalation when obstacles threaten safety, customer satisfaction, schedule, or profitability.

  Primary Responsibilities

  1. Leadership and Team Accountability

• Lead the Service Coordinator/Admin and assigned Service Technicians with clear expectations, daily communication, and consistent follow-through.
• Set the tone for responsiveness, professionalism, safety, organization, and customer-first service.
• Coach technicians on communication, documentation, field standards, inventory transfers, and customer interaction.
• Review technician performance, reinforce accountability, and identify training or development needs.
• Coordinate with Operations leadership regarding workload, resource needs, scheduling constraints, and performance concerns.
• Create a department rhythm that includes daily schedule review, technician check-ins, service ticket follow-up, billing readiness, and next-day planning.

  2. Customer Experience and Account Ownership

• Serve as the primary service contact for assigned customers and service opportunities.
• Respond to customer requests with urgency and professionalism.
• Perform customer site visits and needs assessments when required.
• Clarify scope, constraints, schedule expectations, access requirements, and closeout requirements before work begins.
• Prepare estimates, communicate assumptions, and follow up on approvals.
• Provide proactive status updates for longer or more complex service work.
• Communicate conflicts, scope changes, schedule impacts, or field issues to customers promptly.
• Follow up after completion to confirm satisfaction, communicate completion, and identify additional opportunities.

  3. Service Operations and Scheduling

• Schedule upcoming service calls and prioritize work based on customer commitments, technician availability, materials, skill requirements, and urgency.
• Provide technicians with complete job information, including customer contact, site address, scope, special instructions, expected materials, access requirements, and schedule expectations.
• Verify technicians are on site, checked in, and equipped with the proper materials and equipment.
• Adjust schedules throughout the day as customer priorities, scope changes, or field conditions change.
• Coordinate pending work, next-day assignments, and open issues with technicians before the end of each day.
• Maintain clear communication with the Service Coordinator/Admin so customer updates, tickets, documentation, and billing steps are not missed.
• Create and maintain complete job folders for larger service jobs and ensure scope, purchase orders, material requests, emails, tickets, drawings, photos, and documentation are organized.

  4. Estimating, Job Setup, and Technical Coordination

• Perform site surveys and field walks to assess service needs, constructability, access constraints, and customer expectations.
• Prepare estimates for service work, small projects, and customer requests.
• Review and understand low voltage, architectural, electrical, structural, and related construction drawings when applicable.
• Set up jobs with accurate scope, labor expectations, material requirements, job numbers, customer information, and billing instructions.
• Coordinate with Purchasing and Warehouse teams to ensure materials and equipment are ordered, staged, delivered, or transferred as required.
• Maintain technical awareness of structured cabling, security, AV, and low-voltage standards applicable to service work.

  5. Financial Ownership and Billing

• Manage service work with attention to profitability, labor productivity, material accuracy, and billing readiness.
• Prepare or support job budgets, material/labor expectations, and billing schedules for applicable work.
• Review completed service tickets, daily reports, material usage, trip charges, change requests, and closeout documentation for accuracy.
• Initiate timely billing after work is completed and required documentation is received.
• Support collections efforts when customer questions require service, scope, ticket, or documentation clarification.
• Escalate margin, billing, scope, or customer disputes early to avoid surprises.

  6. Inventory and Asset Management

• Ensure service vehicle inventory is properly managed, transferred, replenished, and accounted for.
• Verify technicians transfer materials from van stock to the applicable job so job cost and stocked-location inventory remain accurate.
• Review material usage trends, inventory discrepancies, recurring shortages, and stocking needs.
• Coordinate with Warehouse/Purchasing on replenishment, returns, special orders, and equipment accountability.
• Reinforce that inventory accuracy is a financial responsibility, not just an administrative task.

  7. Quality, Documentation, and Closeout

• Ensure technicians complete service tickets, obtain customer signatures when required, document follow-up needs, and communicate issues before leaving the site.
• Ensure required photos, test results, as-built sketches, labeling information, warranty documentation, and other customer-specific closeout items are captured and organized.
• Provide applicable closeout documentation to customers in a professional and timely manner.
• Administratively close jobs only after work completion, documentation, billing initiation, inventory transfers, and customer communication are complete.
• Drive continuous improvement in documentation completeness, callback reduction, and customer satisfaction.

  8. Safety and Professional Standards

• Model and reinforce safe work practices with technicians and customers.
• Verify technicians understand site-specific safety, check-in/check-out, access, PPE, and customer requirements.
• Communicate safety concerns or field risks immediately to Operations/Safety leadership.
• Represent NCS professionally during customer meetings, site walks, jobsite visits, and internal meetings.

  Key Performance Indicators

  KPI	What It Measures
  Customer Response Time	Speed and quality of initial response to service requests.
  Estimate Turnaround	Timely delivery of accurate estimates and scope clarifications.
  Technician Utilization	Effective scheduling and productive use of service technician time.
  Gross Margin / Job Performance	Service work meets or exceeds expected financial performance.
  Billing Cycle Time	Completed work is invoiced promptly with minimal rework or missing information.
  Closeout Completion	Photos, tickets, test results, as-builts, warranty items, and customer documentation are complete.
  Inventory Accuracy	Van stock transfers and stocked-location inventory values are accurate.
  Customer Satisfaction	Customers receive proactive communication and repeat business grows.
  Callback / Rework Rate	Work quality and documentation reduce return visits and customer frustration.
  Safety	Technicians work safely and comply with customer and NCS requirements.

  Required Competencies

  Ownership: Takes responsibility for outcomes instead of waiting for direction or assigning blame.

  Organization: Manages many moving parts without losing track of commitments, details, or follow-up items.

  Communication: Communicates early, clearly, and professionally with customers, technicians, and internal teams.

  Customer Focus: Treats customer trust as a long-term asset and protects it through responsiveness and follow-through.

  Leadership: Sets expectations, coaches technicians, holds people accountable, and earns respect.

  Problem Solving: Evaluates options, makes sound decisions, and escalates appropriately when needed.

  Financial Discipline: Understands the connection between scope, labor, materials, billing, inventory, and margin.

  Adaptability: Stays calm and effective when priorities shift and service demands change quickly.

  Technical Judgment: Understands low voltage field conditions, construction coordination, drawings, standards, and technician needs.

  Attention to Detail: Ensures tickets, materials, documentation, billing, and closeout information are complete and accurate.

  Qualifications

  Required

• Minimum of 5 years of relevant low-voltage, structured cabling, security, AV, telecommunications, electrical, construction service, or related field experience.
• Experience leading technicians, service crews, field teams, or small project/service operations.
• Ability to read and interpret low-voltage, architectural, electrical, structural, or related construction drawings.
• Experience performing site visits, estimating work, coordinating materials, scheduling field labor, and communicating directly with customers.
• Strong verbal and written communication skills.
• Strong Microsoft Office skills and ability to learn ERP/service management systems.
• Valid driver license and ability to travel frequently to customer locations and jobsites.

  Preferred

• Experience with structured cabling, security, AV, fiber, data networks, access control, CCTV, or related technology infrastructure.
• BICSI, manufacturer, safety, project management, or other relevant industry certifications.
• Experience managing service vehicle inventory, warehouse coordination, or job-cost material transfers.
• Experience with job costing, billing, margin review, schedules of value, change orders, and customer closeout documentation.

  Physical and Work Environment Requirements

• Office environment with frequent travel to customer offices and jobsites.
• Frequent driving to and from jobsites and customer locations.
• Frequent walking on jobsites, including uneven surfaces and areas near moving equipment or machinery.
• Must be able to sit, stand, bend, climb, crouch, stoop, kneel, and use hands for grasping and fine dexterity as needed.
• May occasionally lift up to 40 pounds with or without assistance.
• Routine overtime or after-hours responsiveness may be required based on customer and service demands.
• Outdoor work environments may include exposure to dust, heat, humidity, cold, and active construction conditions.

  NCS Core Values in Action

  The Technology Services Manager is expected to model and reinforce NCS core values through daily behavior. In this role, values are demonstrated by actions, not slogans:

• Take ownership of commitments, communication, and outcomes.
• Serve customers with urgency, professionalism, and honesty.
• Support teammates and technicians so they can succeed in the field.
• Do the right thing when no one is watching, especially with inventory, billing, safety, and documentation.
• Learn from issues, solve root causes, and improve the process for the next job.

30 / 60 / 90 / 365-Day Success Expectations

Equal Employment Opportunity

NCS is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, sex, national origin, age, disability, veteran status, or any other protected status under applicable law.