Southwest Operations Manager – Security Systems

We are seeking a highly skilled, customer-focused Southwest Operations Manager – Security Systems (Southwest Service Manager) to lead our regional service, maintenance, and warranty operations. In this role, you will oversee and develop a team of 19 field service technicians responsible for maintaining, troubleshooting, repairing, and upgrading complex security systems within correctional and detention facilities throughout the Southwest region.

The ideal candidate will bring a strong combination of operations leadership, technical service management, safety, team development, and customer relationship management. This position is responsible for overseeing all Southwest maintenance and warranty work, coordinating technician schedules and resources, ensuring efficient completion of warranty obligations, maintaining high safety and quality standards, and providing exceptional support to our customers.

A key focus of this role will also be building strong, long-term relationships with existing and prospective customers. The Southwest Operations Manager will work closely with customers to understand their facility and security system needs, identify opportunities to expand maintenance agreements, system upgrades, repairs, and additional projects, and ensure continued customer satisfaction after project completion.

This position plays an important role in the overall success and growth of the Southwest region by balancing field operations, warranty support, maintenance contract performance, technician development, customer retention, and new service opportunities while driving continuous improvement and profitable growth.

Key Responsibilities

• Lead, develop, and support a regional team of 19 field service technicians.
• Oversee daily field service and maintenance operations throughout the Southwest region.
• Manage technician scheduling, manpower requirements, travel, overtime, and field assignments.
• Promote a strong safety culture and ensure employees follow company and site-specific safety requirements.
• Identify training needs and coordinate technical, safety, and professional development for service personnel.
• Build and maintain strong relationships with correctional and detention facility customers.
• Conduct customer and site visits to understand facility needs, resolve service concerns, and identify opportunities for additional work.
• Support the growth and renewal of maintenance agreements and identify opportunities for upgrades, repairs, materials, and additional projects.
• Provide technical guidance and troubleshooting support to customers and field personnel.
• Coordinate service start-up activities, engineering requirements, procurement, materials, equipment deliveries, and field activities.
• Monitor service schedules, job progress, costs, profitability, billing, change orders, and closeout requirements.
• Review service costs and job performance monthly to ensure accurate accounting and achievement of profitability targets.
• Review technician timesheets and expense reports for accuracy and timely submission.
• Maintain accurate service and job documentation, including job costing, billing information, schedules of values, change orders, service reports, and closeout documentation.
• Coordinate with accounting, estimating, engineering, project management, and other internal departments to resolve issues and support successful service delivery.
• Provide customers with pricing for service work, replacement products, materials, system upgrades, and other solutions.
• Conduct regular department meetings and communicate service performance, priorities, staffing needs, and regional goals.
• Participate in recruiting, interviewing, hiring, performance reviews, employee development, and compensation evaluations.
• Develop relationships with qualified subcontractors and service partners to expand regional service capabilities.
• Maintain a working understanding of the mechanical and electrical components associated with electronic security, door control, locking, and related systems.

Qualifications

• Previous management experience in electronic security, field service, maintenance operations, access control, CCTV/video surveillance, low-voltage systems, detention equipment, or a related technical service environment a plus. 
• Demonstrated experience leading and developing field technicians or other technical personnel.
• Strong customer service and relationship-management skills.
• Ability to manage multiple service locations, priorities, schedules, and customer needs simultaneously.
• Strong understanding of safety practices associated with field service and technical maintenance operations.
• Experience managing service department costs, labor utilization, profitability, and operational performance.
• Ability to identify customer needs and develop additional service, maintenance, and project opportunities.
• Strong organizational, problem-solving, and decision-making skills.
• Excellent written and verbal communication skills.
• Proficiency with Microsoft Office and experience with service management, ERP, or job-costing software.
• Working knowledge of electronic security systems, mechanical/electrical equipment, controls, or related technologies strongly preferred.
• Bachelor's degree in business management, engineering, or a related field preferred; equivalent technical and management experience will also be considered.

Ideal Background

Candidates may come from electronic security integration, access control, CCTV/video surveillance, detention equipment, low-voltage systems, industrial controls, field service operations, facilities security maintenance, or similar technical service organizations. Direct corrections or detention experience is valuable but is not required for candidates with strong transferable security systems and field operations experience.

Benefits

• Competitive pay
• BCBS Medical, Dental, VSP Vision
• 401K Fidelity
• Tuition Assistance / Student loan reimbursement
• Life Insurance, Disability insurance, and accident insurance
• Legal Insurance
• Teladoc