Titan is seeking a highly technical, hands-on
Service Manager to lead and elevate our electronic security service operations in Chicago.
This role represents a strategic evolution-upgrading a traditional service coordination function into a technical leadership position. As Titan rapidly expands its security integration and technology-driven footprint, you will play a pivotal role in building a scalable, high-performing service organization capable of supporting complex, enterprise-level integrated security systems.
What Makes This Role Unique- Strategic Impact: Transform and elevate our service department into a true technical center of excellence.
- Growth Leadership: Build, mentor, and expand a high-caliber team as service demand continues to surge.
- Driver of Success: Directly influence client retention, system performance, and recurring service revenue.
- National Platform: Enjoy local operational autonomy backed by the stability and growth of a national brand.
Key Responsibilities1. Technical Leadership (Primary Focus)- Serve as the resident technical authority across access control, video surveillance (CCTV/VMS platforms), and integrated low-voltage systems.
- Provide high-level escalation support and direct guidance for complex field troubleshooting and system failures.
- Ensure the field and support teams are trained and equipped to manage enterprise, multi-site client environments.
2. Service Operations & Delivery- Lead day-to-day service operations to ensure exceptional responsiveness, efficiency, and execution quality.
- Oversee scheduling, dispatching, and prioritization for reactive service calls and preventative maintenance schedules.
- Standardize and optimize operational workflows, service-level agreements (SLAs), and escalation protocols.
3. Team Building & Mentorship- Directly lead, coach, and develop a multidisciplinary team:
- Service Coordinators (dispatch & scheduling)
- Field Service Technicians
- Software & System Support Resources
- Recruit top talent and build technical training programs to continuously elevate team capability and service consistency.
4. Client Experience & Recurring Revenue- Act as the executive escalation point for key enterprise accounts, ensuring rapid issue resolution and high client satisfaction.
- Build, expand, and manage robust Preventative Maintenance (PM) programs and service contracts.
- Partner with Account Managers to identify system upgrade, expansion, and recurring revenue opportunities.
5. Cross-Functional Operations & Analytics- Coordinate with Project Management and Installation teams for seamless project-to-service handoffs.
- Provide practical feedback to engineering and sales teams to improve overall system design and long-term serviceability.
- Track and report on core KPIs, including response/resolution times, technician utilization, and client satisfaction metrics.
QualificationsRequired- 5-10+ years of hands-on technical experience in electronic security systems, low-voltage systems, or security systems integration.
- Proven Leadership: Experience managing field service technicians, dispatchers, or technical support teams.
- Deep System Expertise: Advanced technical proficiency with enterprise Access Control (e.g., LenelS2, Genetec, Software House) and VMS platforms.
- Strong diagnostic, operational management, and verbal/written communication skills.
Preferred- Experience scaling service operations within a multi-site or fast-growing environment.
- Top-tier manufacturer certifications (e.g., Lenel, Genetec, Avigilon, Software House).
- Strong understanding of network infrastructure, IP protocols, and IT foundations.
- Hands-on experience with modern field service management (FSM) software and CRM ticketing systems.
The Ideal Candidate ProfileYou are a
technical authority first, operator second-someone who deeply understands the architecture of modern integrated security systems and knows how to lead a team to support them at scale. You don't just manage tickets; you build systems, empower people, and deliver an elevated client experience that fuels long-term organizational growth.
Compensation & Benefits- Base Salary: $130,000 - $160,000 per year
- Performance-Based Bonus: Additional annual incentive potential
- Health & Wellness: Comprehensive Medical, Dental, Vision, and Life Insurance
- Retirement: 401(k) plan with company match
- Time Off: Generous Paid Time Off (PTO) package and paid holidays
- Career Path: Ongoing leadership and advancement opportunities within a high-growth national platform
Ready to Build Titan's Service Center of Excellence?Apply Today or submit your resume directly to .
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