Director, Technical Services

Description
Job Title:
Director, Technical Services
Department:
Service
Employment Status:
Full-time
FLSA Status:
Exempt
Job Overview Summary
The Director of Technical Services leads the technical support and service functions within the security organization, ensuring a high level of service quality and customer satisfaction. This role oversees the planning, implementation, and maintenance of technical services, including field support, repair, and installation services for security systems.

What you'll be doing (and doing well):

• Develop and implement technical service strategies, policies, and processes to ensure exceptional service delivery.
• Oversee technical support teams, including field service, help desk, and technical training teams.
• Ensure alignment of technical services with overall business goals and customer expectations.
• Establish and monitor key performance indicators (KPIs) to track department performance, efficiency, and quality of service.
• Work closely with product and engineering teams to improve product reliability and incorporate customer feedback.
• Manage the department's budget, optimize resources, and support training and professional development for technical staff.
• Act as a liaison with key clients, handling escalations, technical queries, and relationship management.
• Perform other job-related duties as assigned.

Responsibilities

• Own It: Focus on excellence in everything you do and each interaction you have with all clients
• Learn: Absorb the training. Make yourself an expert on our portfolio of solutions
• Represent: Always understand that you are the face of the company to our customers
• Diversity: Every project and service call are different so you must enjoy variety in your workday
• Work as One Team: Work closely with Minuteman's sales, management, and operations teams to best serve our customers
• Find a way: Turn challenges into opportunities
• Play To Win.

What We Like About You

• A Sense of humor, creativity, and positive attitude
• Bachelor's degree or equivalent in engineering, information technology, or a related field; an advanced degree is preferred.
• 10+ years of experience in technical services or support, with 5+ years in a leadership role within the security industry.
• Strong understanding of security systems technology, including CCTV, access control, alarm systems, and integrated solutions.
• Proven leadership and management skills with a customer-focused approach.
• Excellent analytical, problem-solving, and decision-making abilities.
• Strong communication skills for interaction with clients, vendors, and internal teams.

This job description in no way states or implies that these are the only duties to be performed by the employee(s) of this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. All duties and responsibilities are essential functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities.

Equal Employment Opportunity (EEO) Statement

Minuteman Security & Life Safety is an equal opportunity employer that is committed to diversity, equity and inclusion and providing a workplace that is free from discrimination and harassment of any kind based on race, color, religion, creed, sex (including pregnancy, childbirth, and related medical conditions, sexual orientation, and gender identity), national origin, age, disability or genetic information or any other status or characteristic protected by federal, state, or local law. Minuteman Security & Life Safety provides equal employment opportunity to all individuals regardless of these protected characteristics. Further, Minuteman Security & Life Safety takes affirmative action to ensure that applicants and employees are treated without regard to any of these protected characteristics in all terms and conditions of employment, including, but not limited to, hiring, training, promotion, discipline, compensation, benefits, and separation from employment.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR c)

Drug-Free Workplace Statement

Minuteman Security Technologies, Inc is an equal opportunity employer, that offers a smoke-free and drug-free workplace.