Field Service and Installation Manager - CCTV Security Systems
5 days ago
Richardson
Wireless CCTV, LLC (“WCCTV”) located in Richardson, Texas, is a subsidiary of Wireless CCTV Ltd originally established and located in the UK. WCCTV is the market leader for rapid deployment, mobile surveillance systems specifically designed to deliver video securely and efficiently via 4G LTE networks. Wireless CCTV LLC prides itself on developing innovative, customer-focused products and providing world-class customer support services. The Company's range of video surveillance solutions includes: • Rapid deployment pole cameras, • Mobile surveillance trailers, • Time lapse video services WCCTV currently has an opening for a Field Service and Installation Manager to lead and scale a high‑performing operation responsible for the installation, service, and maintenance of the Company’s mobile surveillance security systems across multiple US regions. In addition, this position is responsible for managing the Company’s fleet of service vehicles ensuring timely scheduling and completion of maintenance and repairs. Position will be based at the Company’s Richardson, Texas headquarters and will be required to travel on a regular basis to the Company’s other locations in San Marcos, Texas, Houston, Texas, Ontario, California and other sites as we expand as well as to customer locations within and outside of Texas and other surrounding states. Primary responsibilities include: Operations & Field Service Leadership • Own day‑to‑day multi‑region field operations and coordinate with Customer Service daily on: job planning, dispatch, schedule optimization, quality control, and SLA adherence for installations and service/repair of mobile surveillance systems., • Ensures efficient and effective field service operations, including manpower scheduling, resource allocation and process optimization., • Serve as the final operational escalation point for complex field issues; coordinate with Technical Support and Engineering for rapid resolution and knowledge capture., • Conduct periodic field ride‑alongs and site audits to assess job quality, documentation accuracy, customer interaction, and safety behaviors., • Ensure all service sign off (SSO) paperwork is submitted systemically, timely and is complete, in line with provided guidelines. People Leadership & Talent Pipeline • Build, coach, and scale a multi‑layer team (Supervisors, Leads, Technicians) with clear skills matrices, career pathways, and mentoring., • Drive a structured schedule of 1:1s, team huddles, performance reviews, and objective setting; address under‑performance with structured improvement plans., • Lead workforce planning (hiring, onboarding, cross‑training, shift/on‑call coverage) based on regional demand forecasts and installation backlogs., • Facilitates instruction and training to staff., • Champion engagement and retention strategies; recognize top performance and field innovation. Safety, Quality & Regulatory Compliance • Own field safety programs (toolbox talks, PPE, fall protection, working at height, electrical/low‑voltage safe work) in line with OSHA guidelines and ensure technicians are appropriately trained and certified., • Embed GC site rules (permits to work, hot‑work protocols, site orientations, escorts, access control)., • Conduct incident investigations, with root‑cause analysis, and corrective actions., • Ensure installations and service conform to applicable codes/standards and state requirements for low‑voltage/alarm work. Fleet Strategy & Operations • Manage the company fleet across regions: specification, acquisition, utilization, maintenance, compliance, and disposal; ensure vehicles and critical equipment are deployment‑ready., • Implement telematics‑driven programs for safety (driver scorecards, dashcams), routing efficiency, and fuel/cost reduction; maintain compliance where applicable., • Oversee tools, test equipment, and vehicle inventory controls; prevent loss and ensure calibration/inspection cycles are met. Technology, Data & Continuous Improvement • Leverage field service management (FSM) tools and company platforms (e.g., Zoho, telematics, digital forms) to plan work, track KPIs, and standardize reporting; automate workflows where possible., • Define and monitor KPIs related to installation SLA, first‑time‑right, first‑time‑fix, technician utilization, schedule adherence, rework/return‑visit rate and fleet uptime., • Lead Lean/CI projects that reduce cycle time, mileage, and rework; scale wins across regions via SOP updates and refresher training. Cross‑Functional Partnership • Work with Sales/Operations to forecast demand, lock installation dates, and manage change orders., • Coordinate with internal Supply Chain/Logistics to ensure kit, spares, and consumables availability by site/region., • Provide structured field feedback to Engineering/NPD for product reliability, design for install/service (DFX), and pilot rollouts; support training on new products/releases., • Collaborate with Finance on budget creation, variance analysis, and cost‑to‑serve improvements. Financial & Administrative Management • Own labor, travel, overtime, and department expenses; maintain schedule discipline and reduce idle/drive time through planning and routing., • Ensure timely, accurate timecards and expense submissions., • Maintain accurate asset, license, and certification records for audits and insurance requirements. Qualifications: • High school degree or equivalent required; Associate’s degree in electronics or other technical discipline preferred., • Minimum of 4 to 6 years of hands on experience installing and servicing electronic security systems, low‑voltage, solar or telecom equipment required., • Minimum of 5 years of experience managing teams of remote technicians performing installation and service of Company products on customer locations., • Basic to advanced knowledge of computer networks, including TCP/IP, DNS, DHCP, Gateways, routers and switches required., • Demonstrated experience scaling up of Field Service operations within a growing company required., • Prior experience managing service team fleet vehicles with strong knowledge of vehicle maintenance practices, regulations, and industry trends required., • Prior experience facilitating technical training and skills assessments for direct staff required., • Demonstrated ability to effectively lead, manage, train and motivate a diverse group of employees to achieve high production levels within tight time deadlines and in a highly dynamic environment., • Demonstrated ability to utilize KPIs to drive improvements in safety, efficiency and cost management, • Effective computer skills to include MS Office (Word, Powerpoint and Excel), Outlook, Teams and previous experience using CRM/ERP systems required., • Excellent communication skills and ability to interact with internal staff and customers., • Excellent organization, time management, high attention to detail and planning skills are a must., • Ability to travel on a regular basis to oversee installation and service activities at Company’s regional offices or customer locations., • A valid driver license is required along with good driving record and ability to rent vehicles through car rental agencies. Candidates must already have a work authorization that would permit them to work in the US. Compensation & Benefits: • Competitive salary range of $90,000 to $100,000 per year depending upon experience., • 10 days paid vacation (increases with length of service) + seven (7) paid Company holidays., • Company provided medical, dental, vision, short-term disability and life insurance plans., • 401k Plan with Company match of up to 4% and immediate vesting. Candidates must already have a work authorization that would permit them to work in the US. Wireless CCTV LLC is an equal opportunity employer and supports a diverse, inclusive work environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, creed, disability, genetic information, national origin, gender, gender identity and expression, age, sexual orientation, marital status, veteran status, or any other characteristic protected by federal, state, or local laws.