Job Description

Birdi Systems, Inc. (BSI) is seeking a hands-on Service Manager to lead our service operations in highly regulated, mission-critical, and high-security environments. This role blends leadership with field involvement—you will supervise technicians AND perform repairs, troubleshooting, and respond to work orders.

You’ll be the face of Birdi to key clients, ensuring exceptional service delivery while strengthening long-term partnerships.

What You’ll Do:

Client & Account Management

• Serve as the strategic liaison for aviation, public-sector, and high-security clients.
• Conduct regular check-ins, service reviews, and solution-oriented discussions.
• Develop tailored service programs with engineering and sales.
• Support onboarding, renewals, service agreements, and growth opportunities.

Team Leadership

• Lead and mentor field technicians, subcontractors, and service crews.
• Oversee scheduling, dispatch, and emergency/PM response planning.
• Conduct field meetings and provide on-site technical support and escalations.
• Ensure safety, quality, and compliance across all field work.

Hands-On Technical Work

• Perform preventive maintenance, repairs, and troubleshooting for access control, CCTV, and integrated security systems.
• Respond directly to work orders and support technicians during complex tasks.
• Verify completed work meets specifications, documentation standards, and regulatory requirements.

Operational Excellence

• Monitor work orders, PM schedules, repair logs, and field documentation.
• Track KPIs: response times, resolution rates, customer satisfaction.
• Maintain accurate data in service management and CRM platforms.
• Identify process improvements in workflow, communication, and technician utilization.

What You Bring:

• 8+ years in service operations, field management, or technical account management (low-voltage/security preferred).
• Proven experience managing field crews performing PMs, repairs, and service work.
• Hands-on knowledge of Access control, CCTV & video surveillance, Low-voltage cabling/infrastructure, Troubleshooting & repair.
• Experience working with agencies in aviation, municipalities, or transportation.
• Strong communication, organization, and client relationship skills.
• Proficiency with platforms like ServiceTrade, CRM tools, and scheduling/job costing systems.
• Willingness to travel locally for client and site support.

Preferred:

• Lenel OnGuard certification a strong plus.
• Experience developing wiring standards, templates, or service processes.
• Hiring, training, and developing technician teams.
• Background supporting integrated security or fire/life safety systems.

At BSI, you’ll help safeguard critical infrastructure and public environments. You’ll work in a collaborative, mission-driven culture where your leadership AND hands-on expertise directly contribute to service excellence. If you thrive in both the field and with clients, this role is built for you.

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