Service Manager II

MCA, your trusted advisor for wireless communications, data, and security, is seeking an experienced Service Manager to support our fast-growing Voice (MSS) division .The Service Manager will oversee service operations across four MCA locations in Southwest Virginia and neighboring areas of West Virginia , ensuring exceptional customer service, efficient processes, and accurate performance tracking. This leadership role requires a focus on customer satisfaction and continuous improvement while supporting a dynamic, multi-location team.MCA seeks team members who share our values: service, growth, teamwork, and safety. As a Military Friendly Employer, we welcome veterans, with over 250 already on board. Join us and become part of the MCA family, where we prioritize both work and enjoyment. We offer competitive compensation and benefits such as Medical, Dental, Vision, 401K, PTO, Holiday Pay, Education Incentives, and more.WHAT YOU WILL BE DOING: Service Operations Management: Oversee the daily operations of the service department to ensure efficient and effective handling of service requests, meeting established KPIs and SLAs. Team Leadership: Lead, train, and mentor a team of service technicians and support staff, fostering a culture of continuous improvement and professional development. Customer Relations: Serves as the main point of contact for customers. Build and maintain strong relationships with clients, addressing their needs to enhance customer satisfaction. Troubleshooting and Problem Resolution: Handle escalated service issues and work to resolve them promptly. Performance Monitoring: Monitor service performance metrics and prepare basic reports to track trends and identify areas for improvement. Training and Development: Organize and conduct training sessions to ensure that all team members are knowledgeable about products, services, and best practices. Collaboration: Work with other departments, such as sales and technical support, to ensure a seamless customer experience. WHAT YOU WILL BRING TO THE TEAM: 3-5 years of experience in service management or a similar role. A bachelor's degree in business administration, management, or a related field is preferred. Strong communication, problem-solving, and team leadership skills. Proficiency in service management software and Microsoft Office Suite. Ability to manage customer relationships and resolve issues in a timely manner. WORK LOCATION:This is an on-site position . Candidates must reside within MCA's Southwest Virginia footprint, with preference given to those located near Wytheville, VA .YOUR ENVIRONMENT AND PHYSICAL REQUIREMENTS:The physical environment requires the employee to work inside and outside.While performing the duties of this job, the employee is required to frequently stand, walk, sit; use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; climb stairs; talk or hear; lift (overhead, waist level) from the floor, bending, frequently utilize near vision use for reading and computer use; occasionally move equipment weighing up to 30 pounds, and frequently position self to maintain computers or other equipment as needed.TRAVEL REQUIREMENTS:This role requires approximately 40% travel , which may include occasional overnight stays.A company vehicle will be provided for business use, and a valid driver's license is required.DIRECT REPORTS:Yes - you will lead a team of field service professionals.WHO WE AREMobile Communications America, Inc. (MCA) provides wireless communication, data, and security solutions that enhance workplace safety, security, and efficiency nationwide. Customers trust us to provide a portfolio of turn-key systems, products, and services - including two-way radio communications, vehicle uplift, security video and access control systems, BDA/DAS, remote monitoring, GPS tracking, SCADA, dispatch, mass notification, and point-to-point wireless networks. Our more than 65,000 customers span industries such as public safety, commercial, manufacturing, education, healthcare, utilities, and government. In addition to being the largest Motorola partner in the U.S., MCA has strategic partnerships with over 1,000 major manufacturers, offering an extensive portfolio of products and technologies.WHAT WE BELIEVEWe are better together through the MCA Way: living our core values of Service First, Growth, Teamwork, and Safety. We take our work and customers seriously and believe our best work can be fun. A component of our business that embodies the MCA advantage is our "Service First DNA" culture. Service isn't just a motto for MCA, it's an integral part of who we are and goes beyond our customers to our employees, partners, shareholders, and communities.NOTE: The above statements describe the general nature and level of work performed by the person assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, skills, and physical demands required of personnel so classified. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.Mobile Communications America, Inc. is proud to be an Equal Opportunity workplace and is an Affirmative Action employer. We are committed to creating an inclusive environment that celebrates diversity. At MCA, we are "better together.#LI-KR1

Created: 2026-03-04