Director of Service

Job description

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. About Us Peace of Mind Technologies, LLC (POM) is New York’s premier systems integrator for security and surveillance technology. Specializing in high-tech systems, cloud-based software services and audio/video solutions for thousands of businesses, schools and properties in the greater New York Metropolitan area, POM’s diverse client roster comprises a wide range of prestigious and well-known organizations. Founded in 2002, POM has handled thousands of site installations, primarily focused on large offices, retail, hospitality, health care, education, and real estate (commercial, luxury residential and hi-rise). 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 We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.