For more than 25 years, The New Age Group has delivered security and technology solutions for residential, commercial, industrial, institutional, and multi-residential clients. Our expertise includes access control, video surveillance, intrusion alarms, ULC inspections, structured cabling, fiber optics, intercom systems, networking, and integrated technology platforms. We are committed to delivering high-quality workmanship, innovative solutions, and exceptional customer experiences. Our technicians work with leading manufacturers and technologies while benefiting from ongoing training, certification programs, and clearly defined career progression opportunities. The Service &

• Integration Manager is responsible for leading the Service Department, Security &

• Integration Support Team, and Field Operations Team. This role oversees service delivery, technician development, customer satisfaction, department performance, quality assurance, safety compliance, SOP management, resource planning, and operational excellence. The successful candidate will be both a people leader and technical leader, ensuring customers receive exceptional service while supporting the growth and development of our technicians and support staff. This position is responsible for managing the complete lifecycle of service operations, from customer requests and dispatching through resolution, quality control, training, and continuous improvement. Leadership &

• Team Management Lead and manage Service Coordinators, Security &

• Integration Support Technicians, Technicians, Senior Technicians, and Lead Technicians. Conduct performance reviews and career development discussions. Develop training and certification programs. Manage succession planning and employee growth. Promote a culture of accountability, professionalism, and customer service.

Service Department Operations

Oversee daily service operations.



Manage service dispatching and technician scheduling. Monitor response times and service-level agreements. Ensure timely completion of service requests. Review work orders and service documentation. Manage customer escalations and issue resolution. Improve department efficiency and service delivery processes.

Technical Leadership

Provide oversight and support for: ICT Access Control & Intrusion Systems CDVI Access Control Systems UniFi Networking Solutions SOP & Knowledge Base Management Verify and approve new SOPs. Manage technician certification requirements. Ensure training records remain current. Coordinate manufacturer training programs. Standardize service delivery procedures.

Quality Assurance

Conduct service quality audits. Review completed projects and service work. Verify installation standards are maintained. Manage deficiency tracking and corrective actions. Ensure customer turnover procedures are followed. Monitor technician performance and workmanship standards.

Customer Experience

Maintain high customer satisfaction levels. Manage customer concerns and escalations. Conduct periodic customer reviews. Support account retention initiatives. Review service trends and recurring issues. Develop long-term customer relationships. Ensure compliance with company safety policies. Conduct regular field safety audits.

Verify

Working at Heights compliance. Verify WHMIS compliance. Manage safety training records. Fleet & Asset Management Manage company vehicle fleet. Oversee vehicle inspections and maintenance schedules.

Manage technician tools and equipment.



Track inventory and assets. Maintain calibration and testing records. Financial & Operational Performance Review service profitability. Manage overtime approvals.

Assist with departmental budgeting. Review warranty claims. Support inventory and purchasing controls. Monitor key performance indicators (KPIs). Minimum 3 years of leadership or management experience.

Robust background in service operations and field service management.

Experience managing technicians and technical support teams.

Experience working with commercial, industrial, institutional, and multi-residential customers.

Technical

Knowledge - Access Control Systems Video Surveillance Systems Networking Fundamentals System Commissioning Service Operations Manufacturer experience with ICT, Axis, Milestone, CDVI, Mircom, DoorGuard, and UniFi is considered a strong asset. Strong leadership and coaching abilities. Customer-focused decision making. Organizational and time-management skills. Commitment to continuous improvement.

Project Management Training Quality

Standards - The Service &

• Integration Manager is responsible for enforcing all company standards including: Zero-Tolerance Zip Tie Policy - Manufacturer-approved cable management systems The Service &

• Integration Manager is ultimately accountable for department-wide quality compliance. Customer Satisfaction Service Response Times Training Completion Rates Service Profitability Quality Assurance Scores Competitive salary based on experience Company mobile phone and laptop Health &

• Dental Benefits Performance-based incentives If you are a motivated leader passionate about customer service, technician development, operational excellence, and technology solutions, we invite you to join the New Age team and help shape the future of our growing Service &

• Integration Division.

📌 QC - Tech Services Manager (Nova Scotia)
🏢 newagegroup
📍 Nova Scotia