Remote Service Manager

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    "requisitionDescription": "<div><div><p style=\"margin-left:0in;\" data-pasted=\"true\"><span style=\"font-family: arial, sans-serif; font-size: 24px;\"><strong><span style=\"color: rgb(17, 64, 104);\">Our New Teammate</span></strong></span></p><p style=\"margin-left:0in;\"><span style=\"font-family: arial, sans-serif; color: rgb(0, 0, 0); font-size: 14px;\">The Remote Services Manager leads Skyline&#39;s remote technical support operations, serving as the critical first line of defense for all service requests. This role owns the complete remote support function&mdash;from initial triage through resolution or field dispatch&mdash;ensuring rapid response, technical excellence, and optimal customer outcomes. By building team capability, driving operational efficiency, and implementing structured problem and change management, this position enables scalable growth while delivering exceptional customer service.</span></p><p style=\"margin-left:0in;\"><span style=\"font-family: arial, sans-serif; color: rgb(0, 0, 0); font-size: 14px;\">You can expect to spend your time accomplishing the following:</span></p><ul><li style=\"font-size: 14px;\"><span style=\"font-family: arial, sans-serif; color: rgb(0, 0, 0);\">30% of the time on Objective 1: Team Leadership &amp; Management</span></li><li style=\"font-size: 14px;\"><span style=\"font-family: arial, sans-serif; color: rgb(0, 0, 0);\">25% of the time on Objective 2: Remote Operations &amp; Triage Management</span></li><li style=\"font-size: 14px;\"><span style=\"font-family: arial, sans-serif; color: rgb(0, 0, 0);\">20% of the time on Objective 3: Escalation Support</span></li><li style=\"font-size: 14px;\"><span style=\"font-family: arial, sans-serif; color: rgb(0, 0, 0);\">15% of the time on Objective 4: Problem &amp; Change Management</span></li><li style=\"font-size: 14px;\"><span style=\"font-family: arial, sans-serif; color: rgb(0, 0, 0);\">10% of the time on Objective 5: Quality Assurance &amp; Performance Management</span></li></ul><p style=\"margin-left:0in;\"><span style=\"font-family: arial,sans-serif;\"><br></span></p><p style=\"margin-left:0in;\"><span style=\"font-family: arial, sans-serif; font-size: 24px;\"><span style=\"color: rgb(17, 64, 104);\"><strong>Job Responsibilities &ndash; What to Expect</strong></span></span></p><ul><li style=\"color: rgb(0, 0, 0); font-size: 14px;\"><span style=\"font-family: arial, sans-serif;\">Day-to-day oversight and management of the remote service technicians</span></li><li style=\"color: rgb(0, 0, 0); font-size: 14px;\"><span style=\"font-family: arial, sans-serif;\">Hire, onboard, develop, and retain technical resources</span></li><li style=\"color: rgb(0, 0, 0); font-size: 14px;\"><span style=\"font-family: arial, sans-serif;\">Performance management: regular 1-on-1s, coaching, performance reviews, and corrective action plans</span></li><li style=\"color: rgb(0, 0, 0); font-size: 14px;\"><span style=\"font-family: arial, sans-serif;\">Career development: create clear progression paths for remote service technicians</span></li><li style=\"color: rgb(0, 0, 0); font-size: 14px;\"><span style=\"font-family: arial, sans-serif;\">Team culture: build a collaborative, customer-focused, technically excellent environment</span></li><li style=\"color: rgb(0, 0, 0); font-size: 14px;\"><span style=\"font-family: arial, sans-serif;\">Scheduling and capacity management: PTO, shift coverage, workload distribution</span></li><li style=\"color: rgb(0, 0, 0); font-size: 14px;\"><span style=\"font-family: arial, sans-serif;\">Manage the incoming service request queue and ensure timely response</span></li><li style=\"color: rgb(0, 0, 0); font-size: 14px;\"><span style=\"font-family: arial, sans-serif;\">Monitor ticket aging and take action to prevent SLA breaches</span></li><li style=\"color: rgb(0, 0, 0); font-size: 14px;\"><span style=\"font-family: arial, sans-serif;\">Real-time workload balancing across team members</span></li><li style=\"color: rgb(0, 0, 0); font-size: 14px;\"><span style=\"font-family: arial, sans-serif;\">Shift coverage management (business hours and after-hours if applicable)</span></li><li style=\"color: rgb(0, 0, 0); font-size: 14px;\"><span style=\"font-family: arial, sans-serif;\">Escalation management for complex technical issues or customer situations</span></li><li style=\"color: rgb(0, 0, 0); font-size: 14px;\"><span style=\"font-family: arial, sans-serif;\">Serve as a technical resource for complex troubleshooting</span></li><li style=\"color: rgb(0, 0, 0); font-size: 14px;\"><span style=\"font-family: arial, sans-serif;\">Subject matter expertise across physical security platforms</span></li><li style=\"color: rgb(0, 0, 0); font-size: 14px;\"><span style=\"font-family: arial, sans-serif;\">Stay current on product updates, firmware releases, and known issues</span></li><li style=\"color: rgb(0, 0, 0); font-size: 14px;\"><span style=\"font-family: arial, sans-serif;\">Vendor liaison for advanced technical support and escalations</span></li><li style=\"color: rgb(0, 0, 0); font-size: 14px;\"><span style=\"font-family: arial, sans-serif;\">Remote access tools mastery and best practices</span></li><li style=\"color: rgb(0, 0, 0); font-size: 14px;\"><span style=\"font-family: arial, sans-serif;\">Identifying recurring issues through trend analysis and pattern recognition</span></li><li style=\"color: rgb(0, 0, 0); font-size: 14px;\"><span style=\"font-family: arial, sans-serif;\">Open and manage problem tickets for systemic issues</span></li><li style=\"color: rgb(0, 0, 0); font-size: 14px;\"><span style=\"font-family: arial, sans-serif;\">Lead root cause analysis investigations</span></li><li style=\"color: rgb(0, 0, 0); font-size: 14px;\"><span style=\"font-family: arial, sans-serif;\">Coordinate permanent fixes with Engineering, vendors, or process changes</span></li><li style=\"color: rgb(0, 0, 0); font-size: 14px;\"><span style=\"font-family: arial, sans-serif;\">Track problems through to resolution and validate effectiveness</span></li><li style=\"color: rgb(0, 0, 0); font-size: 14px;\"><span style=\"font-family: arial, sans-serif;\">Report on problem trends and improvement initiatives</span></li></ul><p style=\"margin-left:0in;\"><span style=\"font-family: arial,sans-serif;\"><br></span></p><p style=\"margin-left:0in;\"><span style=\"font-family: arial, sans-serif; font-size: 24px;\"><span style=\"color: rgb(17, 64, 104);\"><strong>Your Knowledge &amp; Expertise</strong></span></span></p><ul><li style=\"font-size: 14px;\"><span style=\"font-family: arial, sans-serif; color: rgb(0, 0, 0);\">5+years in technical support or service delivery</span></li><li style=\"font-size: 14px;\"><span style=\"font-family: arial, sans-serif; color: rgb(0, 0, 0);\">Hands-on experience with physical security systems: access control (Genetec, Galaxy, Verkada, etc.) and/or video management systems (Milestone, Genetec, Axis, etc.)</span></li><li style=\"font-size: 14px;\"><span style=\"font-family: arial, sans-serif; color: rgb(0, 0, 0);\">Remote troubleshooting expertise: Proven ability to diagnose and resolve complex issues without physical access to equipment</span></li><li style=\"font-size: 14px;\"><span style=\"font-family: arial, sans-serif; color: rgb(0, 0, 0);\">Network fundamentals: TCP/IP, VLANs, VPNs, firewalls, routing (physical security systems are network-dependent)</span></li><li style=\"font-size: 14px;\"><span style=\"font-family: arial, sans-serif; color: rgb(0, 0, 0);\">2+years directly managing people (minimum 3-5 person technical team</span></li><li style=\"font-size: 14px;\"><span style=\"font-family: arial, sans-serif; color: rgb(0, 0, 0);\">Performance management experience (coaching, corrective action, performance improvement)</span></li><li style=\"font-size: 14px;\"><span style=\"font-family: arial, sans-serif; color: rgb(0, 0, 0);\">Hiring and onboarding experience</span></li><li style=\"font-size: 14px;\"><span style=\"font-family: arial, sans-serif; color: rgb(0, 0, 0);\">Background in physical security integration</span></li><li style=\"font-size: 14px;\"><span style=\"font-family: arial, sans-serif; color: rgb(0, 0, 0);\">Experience in a dispatch/triage role coordinating remote and field operations</span></li><li style=\"font-size: 14px;\"><span style=\"font-family: arial, sans-serif; color: rgb(0, 0, 0);\">Manufacturer certifications in security platforms</span></li></ul><p style=\"margin-left:0in;\"><span style=\"font-family: arial,sans-serif;\"><br></span></p><p style=\"margin-left:0in;\"><span style=\"font-family: arial,sans-serif;\"><br></span></p><p style=\"margin-left:0in;\"><span style=\"font-family: arial,sans-serif;\"><strong>Benefits Included:</strong></span></p><ul type=\"disc\"><li style=\"margin-left: 0in; font-family: arial, sans-serif;\">Medical Insurance</li><li style=\"margin-left: 0in; font-family: arial, sans-serif;\">Vision Insurance</li><li style=\"margin-left: 0in; font-family: arial, sans-serif;\">Dental Insurance</li><li style=\"margin-left: 0in; font-family: arial, sans-serif;\">FSA Plan</li><li style=\"margin-left: 0in; font-family: arial, sans-serif;\">Paid Time Off</li><li style=\"margin-left: 0in; font-family: arial, sans-serif;\">401K Retirement Savings Plan</li><li style=\"margin-left: 0in; font-family: arial, sans-serif;\">Training &amp; Tuition Assistance</li><li style=\"margin-left: 0in; font-family: arial, sans-serif;\">Disability &amp; Life Insurance</li></ul></div></div>\n",
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