SERVICE MANAGER

SI Alarms Ltd. is looking for an organized, technically minded, and customer-focused Service Manager to join our growing team.

The Service Manager will be responsible for managing service requests from the initial customer call through to completion and invoicing. This position requires strong communication and organizational skills, attention to detail, and the ability to understand and coordinate work involving security, low-voltage, alarm, CCTV, access control, and related systems.

The successful candidate will develop a strong understanding of our customers, their facilities, and the equipment and systems installed at each location. This knowledge will be essential in determining the appropriate technician, parts, equipment, and service requirements for each call.

KEY RESPONSIBILITIES

Service Call Intake & Customer Support

- Receive and document incoming service calls from customers.
- Gather accurate information regarding the issue, equipment, location, and urgency of each service request.
- Review customer history, previous service calls, equipment, and site information when troubleshooting or preparing service calls.
- Communicate professionally with customers and provide updates regarding service status and scheduling.
- Develop and maintain robust working relationships with SI Alarms customers.
- Become familiar with key client facilities, security systems, equipment, and site-specific requirements.

Scheduling & Dispatch

- Schedule service calls based on urgency, technician availability, location, skill set, and required equipment.
- Coordinate daily service schedules with technicians.
- Ensure technicians have accurate job information, site details, customer contacts, and required parts before attending a site.
- Monitor outstanding service calls and follow up to ensure timely completion.
- Coordinate return visits when additional work or parts are required.

Parts & Material Management

- Review service requirements and determine parts and materials required.
- Order parts and equipment for service calls.
- Coordinate parts availability with technicians and suppliers.
- Ensure parts are assigned to the appropriate service call and customer.
- Monitor special-order and back-ordered materials.

Service Call Reconciliation

- Review completed service calls for accuracy and completeness.
- Verify technician notes, labour hours, materials, travel, and other billable items.
- Identify missing information or discrepancies and follow up with technicians as required.




- Ensure service calls are properly documented before being closed and invoiced.
- Maintain accurate service records and customer histories.

Invoicing & Administration

- Prepare and process customer invoices based on completed service work.
- Verify labour, materials, travel, and other charges prior to invoicing.
- Ensure service documentation supports all invoiced charges.
- Follow up on incomplete service calls and missing paperwork.
- Assist with maintaining accurate customer and equipment records within company systems.

Site Visits & Client Familiarization

- Attend customer sites as required to better understand facilities, equipment, access requirements, and ongoing service needs.
- Become familiar with major customer facilities and the security systems installed at each location.
- Assist with gathering site information, equipment identification, measurements, photographs, and other information required for service or project planning.
- Develop relationships with customers and facility representatives.

QUALIFICATIONS & EXPERIENCE

Required:

- Valid Class 5 driver's licence.
- Reliable personal vehicle, as site visits will be required.
- Strong organizational and time-management skills.
- Excellent communication and customer-service skills.
- Strong attention to detail.
- Ability to manage multiple service requests and priorities simultaneously.
- Comfortable working with computers, software, email, and digital documentation.
- Ability to work independently while also coordinating closely with technicians and management.

Preferred:

- Previous experience in the low-voltage, security, alarm, CCTV, access control, electrical, telecommunications, or related industry.
- Previous experience as a service writer, dispatcher, service coordinator, project coordinator, or similar position.
- Familiarity with security systems, access control, CCTV, intrusion alarms, intercoms, networking, or other low-voltage systems.
- Ability to read and understand technical documentation, drawings, equipment specifications, and service reports.
- Experience with service management, inventory, or accounting software.

WHAT WE'RE LOOKING FOR The ideal candidate is someone who is:





- Technically minded and interested in learning how security and low-voltage systems operate.
- Organized and able to keep multiple service calls moving simultaneously.
- Proactive and able to identify potential problems before they affect the customer or technician.
- Customer-focused and professional when dealing with clients.
- Detail-oriented, particularly when reviewing service documentation and invoices.
- A strong communicator who can work effectively with customers, technicians, suppliers, and management.
- Accountable for seeing a service call through from intake to completion and invoicing.
- Comfortable taking ownership and making decisions within their area of responsibility.

WHY JOIN SI ALARMS? SI Alarms Ltd. is a growing security and low-voltage company providing integrated solutions to commercial, institutional, industrial, and residential customers throughout Manitoba. You'll work with a respected Manitoba company that has been serving customers for more than 25 years, alongside a team of skilled professionals who take pride in their work. You'll have the support, resources, and autonomy to grow a department, improve customer experiences, and make a measurable impact on the future of the business.

If you're motivated by leadership, customer service, operational excellence, and business growth, we'd love to hear from you.

Benefits

- Company events
- Dental care
- Extended health care
- Life insurance
- Mileage reimbursement
- On-site parking
- RRSP match

Work Location: In person

Our work includes

- Access Control & Card Access
- CCTV & Video Surveillance
- Intrusion Alarm Systems
- Intercom & Entry Systems
- Video Intercom
- Networking & Infrastructure
- Security System Integration
- Service & Preventative Maintenance

This position provides an excellent opportunity for someone with technical industry experience who wants to move into a coordination and customer-facing role, while continuing to use their knowledge of the security and low-voltage industry. Job Type: Full-time

Location: Winnipeg, Manitoba

Driver's Licence: Class 5 required

Vehicle: Reliable personal vehicle required for site visits To apply: Please submit your resume and a brief summary of your relevant experience.

Pay: $23.00-$26.00 per hour

Expected hours: 40.0 per week

Advantages

- Casual dress
- Company events
- Dental care
- Disability insurance
- Employee assistance program
- Extended health care
- Life insurance
- On-site parking
- Paid time off
- RRSP match
- Vision care

Work Location: In person

📌 Service Manager (Winnipeg)
🏢 SI Alarms
📍 Winnipeg