Service Manager
Realm is a systems integration company based in Norwalk, Connecticut, specializing in the design, development, and installation of elegant, intuitive control systems for lighting, security, access control, entertainment, and energy management. We collaborate with architects, designers, builders, and homeowners to deliver sophisticated environments that are beautiful and effortless to operate.
Job Summary
As our Service Manager, you’ll lead and grow the Service Department while keeping day-to-day operations running smoothly. You’ll own scheduling for a 12 person technical team across high-end residential and commercial projects, partner with Sales to expand service contracts, and ensure clients receive clear timelines and excellent support.
What You’ll Do
Team & Schedule Management
- Build and maintain daily/weekly/long-range schedules for field technicians and project teams.
- Forecast resource needs against project timelines and staffing availability.
- Track team productivity and confirm accurate time reporting.
Service Operations & Triage
- Act as the primary liaison for service requests—monitor service inboxes/phones, triage tickets, dispatch the right resources, and follow through to resolution.
- Maintain and improve response time, first-time fix, and schedule adherence KPIs.
- Keep internal systems (tickets, calendars, timesheets, service logs) current and accurate.
Client Communication & Proactive Care
- Provide clients with clear timelines, proactive updates, and next steps.
- Monitor client systems and address issues before they become problems.
- Reach out to existing clients for regular maintenance; coordinate proactive replacements of consumables/disposables (e.g., UPS/battery backups) and items with known QC lifecycles.
- Partner with Sales to grow service contracts and recurring maintenance programs.
Cross-Functional Coordination
- Work closely with Project Managers and Sales to balance new installations with service priorities.
- Provide weekly updates to leadership on scheduling status, staffing gaps, and bottlenecks; recommend solutions.
Who You Are
- Highly organized & detail-oriented: Skilled at orchestrating multiple schedules and priorities.
- Service-minded communicator: Clear, calm, and client-focused.
- Leader & problem-solver: You set expectations, resolve conflicts, and move teams forward.
- Tech-savvy operator: Comfortable with scheduling tools, ticketing systems, and basic project platforms.
Qualifications
- Degree in business administration, service management or related field.
- Interest in AV/low-voltage, construction trades, or related technical service teams.
- Proficiency with Google Workspace (Gmail, Calendar, Sheets, etc.).
- Strong leadership under pressure and conflict-resolution skills.
- Valid driver’s license and/or reliable transportation to Norwalk, CT.
Benefits & Perks
- Job Type: Full-time
- Pay: $55,000 - $70,000 per year
- Location: Norwalk, CT
- Paid Time Off: 13 PTO days (plus +1 day per year of employment)
- Paid Holidays: 8 paid holidays
- Health & Wellness: Health, dental, & vision insurance (50% company-paid); HSA eligibility; life insurance
- Retirement: 401(k) with employer match
- Opportunities: training, certification, and advancement