Installation & Service Manager (Access Control and CCTV) - Kastle Systems

Join the leader in providing smarter solutions for a safer world.

The property technology space is growing rapidly, and Kastle Systems is leading the way. Kastle Systems is the leader in managed security, with a track record of introducing innovative technologies to serve over 460M square feet of real estate globally. Clients span the commercial and multifamily real estate, education, and construction industries and the customers they serve. Delivering a world class customer experience drives everything we do, and Kastle’s mission is to be our customers’ best service provider and to ensure that their security the most effective, efficient and convenient. Kastle's integrated security solution, including access control, video, and remote video monitoring, significantly reduces costs and improves the critically important 24x7 performance for building owners, developers and tenants. 

The Manager, Installation and Service is responsible for overseeing a team of technicians and staff performing installations, maintenance, and service for access control and video systems. The manager communicates with customers, contractors, and internal teams to ensure successful project completion, service, and issue resolution. They support Project Managers by planning, scheduling, and coordinating installation activities, ensuring system installations or change orders are delivered accurately and exceed client expectations. This role also focuses on training, evaluating, and coaching the Installation and Service technicians. 

In addition to a great work environment, we provide excellent benefits (Medical/Dental/Vision, 401K, Tuition/Training Assistance, BrightHorizons Lifestyle Assistance, Wellness Program, PTO & Holidays, etc.). We are proud to be a Certified Great Place to Work with awards for being a Top Work Place with Top DE&I Practices! For more information on our products/services and what it's like to work with us, please visit Kastle Careers. 

Pay Range - $94,000 - $127,000 DOE

Team Leadership and Development:

• Lead, mentor, and manage a team of technicians across various experience levels, ensuring technical proficiency and ongoing development.
• Foster a collaborative and innovative team culture, promoting continuous learning and professional growth.
• Conduct regular performance reviews, offering feedback, guidance, and support to ensure team members achieve individual and department goals.
• Collaborate with department heads to align team objectives with organizational goals, ensuring optimal resource allocation.
• Ensure the team receives comprehensive onboarding and ongoing training on company products, system operations, and processes.

Installation Oversight:

• Drive the team towards meeting installation revenue and RMR turn-on targets, ensuring individual contribution goals are clear.
• Supervise technicians in the installation, testing, and troubleshooting of access control, security, and video systems.
• Assist Project Managers in controlling costs and resources for each project, particularly regarding parts, travel, and expenses.
• Ensure quality of installations and customer system activations by developing and enforcing department policies and procedures.
• Identify and address potential barriers to timely project execution.
• Ensure systems are installed correctly and on schedule, following company procedures and quality standards.
• Maintain communication with customers, contractors, and staff throughout the installation and testing phases.

Service Oversight:

• Ensure timely resolution of service calls and completion of related paperwork.
• Meet customer Service Level Agreement (SLA) expectations, ensuring service calls are dispatched and completed promptly.
• Develop and analyze reports to identify recurring issues, department productivity, response times, and workloads.

Resource Management and Continuous Improvement:

• Collaborate with other departments to report outcomes, findings, and recommend improvements in installation and service processes.
• Coordinate with the warehouse to maintain proper stock levels for required parts.
• Monitor workload and manage schedules, including on-call shifts, to ensure proper coverage.
• Ensure accurate documentation of completed work.
• Comply with safety standards as per client contracts, internal policies, and state/federal regulations.
• Stay current with company services, technology, and internal processes.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Requirements (Education, Experience, Knowledge, Skills, and Abilities)

• 5+ years’ experience in a people management position.
• Bachelor’s Degree preferred.
• Extensive knowledge and experience with Access Control, Security & Video/CCTV systems, and IP technology, particularly cloud-based video systems.
• Strong leadership skills with the ability to hold team members accountable through clear role definition and responsibility allocation.
• Proven ability to plan and organize in a fast-paced, high-pressure environment.
• Must have multiple years of experience managing teams.
• Capable of enforcing adherence to corporate processes for installation, system commissioning, and training.
• Proficient in MS Word, Excel, PowerPoint, and Outlook.

Work Environment

This job operates in a professional climate controlled, open, well-lit office environment with conversational noise levels. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

Physical Demands

• Must be able to sit for long period of time performing sedentary work. While performing the duties of this job, the employee is regularly required to talk and hear with or without an accommodation.  The employee is frequently required to use repetitive motion using a keyboard, mouse, and telephone.  The employee is frequently required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms.
• The employee may occasionally be required lift and move up to 10 pounds and occasionally lift and move objects up to 20 pounds.

Kastle Systems is the leader in managed security, with a track record of introducing innovative technologies to serve over 460M square feet of real estate globally. Clients span the commercial and multifamily real estate, education, and construction industries and the customers they serve. Delivering a world class customer experience drives everything we do, and Kastle’s mission is to be our customers’ best service provider and to ensure that their security the most effective, efficient and convenient. Kastle's integrated security solution, including access control, video, and remote video monitoring, significantly reduces costs and improves the critically important 24x7 performance for building owners, developers and tenants.

At Kastle, we believe that diversity makes us stronger -  at work and in the world.  Kastle Systems International, LLC is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, protected veteran status, marital status, pregnancy or any other basis protected by applicable federal or state laws.