New York
Peace of Mind Technologies, LLC (POM) is seeking an experienced Director of Service to strategically lead and scale our low-voltage service department. This role is responsible for driving operational excellence, increasing client retention, improving profitability, and building a high-performing service team.
About the Role
This is a leadership position for someone who understands how to:
- Run a service department as a business unit
- Improve recurring revenue and contract retention
- Implement KPIs and accountability systems
- Elevate client experience
- Develop technicians into strong client-facing professionals
You will oversee service operations, field execution, client communication, and continuous improvement initiatives while building a culture of urgency, ownership, and exceptional service delivery.
Responsibilities
Strategic Leadership & Department Growth
- Lead and scale the low-voltage service department as a profit center.
- Develop and execute departmental goals tied to revenue growth, retention, and operational efficiency.
- Establish, track, and report weekly KPIs (response time, first-time fix rate, billable utilization, contract renewal rate, margins, etc.).
- Improve service contract profitability and increase recurring service revenue.
- Identify operational inefficiencies and implement process improvements.
- Develop and enforce departmental SOPs, policies, and service standards.
- Collaborate with Sales and Operations to support long-term client relationships and upsell opportunities.
Client Retention & Experience
- Own the overall client service experience from first call through resolution.
- Drive proactive communication and transparency with clients.
- Implement retention strategies that increase renewal rates and client satisfaction.
- Conduct client site visits to strengthen relationships and uncover service opportunities.
- Ensure service documentation, reporting, and billing accuracy align with customer contracts (S&W, SLAs, etc.).
- Oversee escalations and ensure rapid, professional resolution of issues.
Operational Execution
- Oversee incoming service requests and ensure proper triage and escalation.
- Manage ticket creation, scheduling, dispatch, and case lifecycle tracking.
- Ensure timely documentation of field updates and case progress.
- Verify and approve service work orders and billing against contract scope.
- Monitor technician performance, utilization, and response times.
- Oversee equipment repair coordination and vendor relationships.
Team Development & Accountability
- Recruit, train, and retain high-performing service technicians.
- Develop a culture of urgency, accountability, and client-first thinking.
- Conduct regular performance reviews and coaching sessions.
- Provide ongoing technical and customer service training.
- Foster a learning environment focused on professional growth.
- Build bench strength to support department scalability.
Desired Skills and Experience
- 5-10 years of experience managing a low-voltage service department (AV, security, access control, surveillance, networking).
- Proven experience increasing client retention and improving service profitability.
- Strong understanding of service contracts (S&W), SLAs, and recurring revenue models.
- Experience implementing KPIs and managing service performance metrics.
- Proficiency in service management platforms (ServiceTrade experience a plus).
- Solid technical knowledge of low-voltage systems including AV integration, access control, video surveillance, and network infrastructure.
- Strong leadership, communication, and conflict resolution skills.
- Ability to manage multiple priorities while maintaining operational control.
- Prior field installation or project management experience preferred.
- Bachelor's degree
Does this sound like you?
Benefits Include:
- $120,000 - $140,000 annual salary
- Health, Dental, and Vision Insurance
- Life Insurance
- Voluntary Disability Insurance
- 401k plan with matching contribution
- Generous paid-time-off policy
- Pre-tax Commuter Benefit
