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National Service Manager

Trillium Professional is seeking an experienced National Service Manager for a direct-hire opportunity with a leading security systems organization.

This is a full-time, in-person position based out of the company’s Troy, MI office, with no travel required.

The National Service Manager will have overall responsibility for managing a highly sensitive, nationally sized service account supporting security systems and network infrastructure.

This position requires a seasoned service management professional with a proven track record of managing large, complex, multi-site or national accounts. The successful candidate will take ownership of the complete service lifecycle—from the initial customer request through scheduling, resource and subcontractor coordination, service completion, documentation, customer follow-up, and invoicing.

Key Responsibilities
-Serve as the primary point of contact for the client, managing all phases of the national service account.
-Develop and manage quarterly forecasts and support service planning activities across multiple offices.
-Receive and coordinate incoming service requests by phone and email, create work orders, and schedule or dispatch appropriate resources.
-Prioritize service requests and coordinate personnel, materials, and resources based on urgency, contractual obligations, availability, and customer requirements.
-Schedule resources to support service agreements, maintenance programs, and ongoing customer requirements.
-Coordinate and manage subcontractors and vendors, ensuring timely, high-quality completion of service work.
-Order, track, and coordinate parts and subcontractor resources through the company’s service platform.
-Review completed time-and-material service orders for scope, costs, accuracy, and completeness, and process invoices according to established billing procedures.
-Maintain accurate and comprehensive service documentation, records, work orders, and customer communications throughout the account lifecycle.
-Proactively communicate with customers following service completion to confirm satisfaction and ensure adherence to service expectations.
-Assist in coordinating security-related projects and service requests through each stage of completion, ensuring work is delivered within established time, budget, and quality standards.
-Generate and execute purchase orders, manage invoicing, and maintain team schedules.
-Provide weekly and monthly reporting to internal and external management and customers regarding service and project status.
-Support, prioritize, and coordinate activities and resources across multiple offices.
-Ensure all service activities are performed in accordance with established delivery policies, contractual requirements, and company standards.

Annual salary is $90k/year. Apply now!

Required Experience & Qualifications
-5+ years of service management experience within the security, electronic systems, low-voltage, fire/life-safety, network infrastructure, or related industry.
-Mandatory: Proven experience managing nationally sized service accounts or similarly complex, multi-site customer accounts.
-Demonstrated experience working directly with clients to resolve service issues and maintain strong customer relationships.
-Experience collaborating with Project Managers, engineering teams, accounting teams, technicians, and field personnel to ensure successful service and project delivery.
-Proven experience managing subcontractors and vendors, including holding them accountable to schedules, quality expectations, and service standards.
-Exceptional client-facing communication skills with a strong emphasis on precision, professionalism, responsiveness, and attention to detail.
-Strong documentation, organizational, scheduling, problem-solving, and follow-through skills.
-Experience managing service operations from initial customer contact through completion, documentation, and invoicing.
-Ability to effectively prioritize multiple service requests while balancing urgency, contractual obligations, resource availability, and customer expectations.
-Strong understanding of service delivery policies, procedures, contractual requirements, and performance standards.
 

Trillium Technical has been recruiting and placing Engineering professionals for over 30 years. From Fortune 100 companies to small businesses, our philosophy remains the same: to achieve excellence by providing quality employees with an uncompromising level of service. We believe in honesty, integrity, and a simple philosophy of providing value to our customers and our employees. We strive to be unsurpassed in the recruitment and placement of Engineering professionals. Trillium is an Equal Opportunity Employer.

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Trillium offers a comprehensive benefit package that includes the ability to participate in health insurance and retirement plans, paid holidays, state required leave, and other leave, if applicable. Trillium’s offerings are dependent on the state in which the assignment is located, length of time worked, and may change depending on assignment. Benefit packages for direct hire placements vary based on the client company.

Contact Us if you have any questions

Our intentions are to fill job vacancies as quickly as possible with qualified candidates. We are always accepting applications if a time sensitive job has an application deadline it is noted in the job description. Click on "Apply" to begin the apply process.