About ESS

Electro Specialty Systems (ESS) is a San Diego security integrator. We install and service access control, video surveillance, intrusion, intercom and paging, and fiber and structured cabling for [schools, universities, public agencies and commercial facilities.

The role

You own the service department: its technicians, its customers and its numbers. You are accountable for service revenue, gross margin and customer retention, and you have the authority to hire, schedule and price to hit them. You know security systems well enough to troubleshoot with a technician and scope work with a customer.

What you will own

Department results. Own service revenue, gross margin and labor utilization. Report them [monthly] and act on them.
The team. Hire, train, schedule, review and, when needed, discipline [#] service technicians and the service coordinator. Set the on-call rotation.
Timekeeping. Be responsible for accurate, on-time reporting of hours for every employee on the service team.
Dispatch for profit. Make sure each day's schedule is built around billable hours, drive time and first-visit fixes. Step in on the board when it needs you.
Pricing and quotes. Set service rates and markups. Approve T&M and move/add/change (MAC) quotes, and write the larger ones yourself.
Billing discipline. See that every ticket is closed and billed within [2] business days. Work unbilled tickets and service receivables with accounting.
Service contracts and recurring revenue. Oversee the service contracts and grow them. Own renewals of software subscriptions, licenses and support agreements.
Warranty. Decide what is warranty and what is billable. Manage manufacturer RMAs and the handoff of finished projects from construction into service.
Customers. Be the escalation point for service problems and the relationship owner for key service accounts.
Account growth. Pursue opportunities to expand our work with existing clients.
Systems. Own the service side of our field service software (BuildOps): dispatch board, job costing and reporting.
Safety and compliance. Keep technician training, certifications, vehicles and truck stock in order.

What you bring

[5+] years in electronic security or low-voltage service, including [2+] years leading technicians or running a service department.
Working knowledge of video surveillance (CCTV), access control, intrusion, fiber and paging/PA systems.
A track record with service financials: gross margin, utilization, T&M billing and service agreements.
Experience quoting service and MAC work.
Familiarity with California public works contracting, including prevailing wage and certified payroll.
Experience with field service software. BuildOps is a plus.
Direct, steady communication with technicians, customers and ownership.
Valid driver's license for customer site visits.

Nice to have

Manufacturer certifications or experience with [DSX, Continental Access, Brivo, Avigilon, Hirsch, Verkada, Persona, or ExacqVision].
Familiarity with door locking hardware: electric strikes, maglocks, electrified locks and exit devices.
Experience with school, university or public-agency customers.

Pay and benefits

$95,000–$125,000 base salary, depending on experience. [Benefits: medical, dental, vision, 401(k), paid time off, holidays.

ESS is an equal opportunity employer. Offer is contingent on a background check required for work on customer accounts.

Pay: $95,000.00 - $125,000.00 per year

Benefits:

401(k)
Health insurance
On-the-job training
Paid time off
Professional development assistance

Work Location: In person

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