Technical Service Lead – Security & Low Voltage

Birdi Systems, Inc. (BSI) is seeking an experienced Technical Service Lead – Security & Low Voltage to provide hands-on leadership for our service operations and key client accounts in high-security, highly regulated environments. This role blends deep technical expertise with field leadership and client engagement, ensuring the successful delivery of access control, video surveillance (CCTV), and low-voltage security services.

This is a senior, client-facing role ideal for a seasoned professional who thrives in the field, leads by example, and takes ownership of service execution. You will serve as the primary technical point of contact for assigned clients, support and guide field technicians, and ensure service quality, responsiveness, and compliance across multiple sites. The Technical Service Lead plays a critical role in maintaining client trust, resolving escalations, and continuously improving service delivery.

Key Responsibilities:

Client & Technical Leadership

• Serve as the primary technical and service point of contact for assigned clients, particularly in aviation and public-sector environments.
• Build strong working relationships through regular site visits, performance check-ins, and solution-oriented discussions.
• Translate client needs into clear service plans in collaboration with engineering, sales, and internal support teams.
• Support service agreement onboarding, renewals, and scope expansions by identifying technical needs and service opportunities.
• Lead technical discussions during escalations, troubleshooting, and post-incident reviews.

Field & Service Execution

• Provide day-to-day technical guidance and field leadership to service technicians and subcontractors.
• Coordinate service activities including scheduling, dispatch support, and response planning for maintenance and emergency calls.
• Act as an escalation resource for complex system issues involving access control, CCTV, and low-voltage infrastructure.
• Set and reinforce service quality expectations, technical standards, and documentation best practices.
• Participate in field work as needed to support crews, validate installations, and resolve critical issues.

Operational Ownership

• Oversee service tickets, work orders, and field documentation to ensure timely completion and compliance with client and regulatory requirements.
• Monitor service performance metrics such as response times, resolution effectiveness, and client satisfaction.
• Maintain accurate records in service management platforms and CRM systems.
• Identify opportunities to improve workflows, technician utilization, and communication between field teams and clients.
• Contribute to the development of standardized service processes, tools, and technical guidelines.

Qualifications:

• 8+ years of progressive experience in service operations, field management, or technical account management, preferably in low-voltage, construction, or integrated security industries.
• Hands-on knowledge of access control, video surveillance (CCTV), and low-voltage infrastructure.
• Experience with public-sector agencies, including aviation authorities, municipalities, or transportation departments.
• Strong communication, organizational, and relationship management skills.
• Proficiency with service management platforms (e.g., ServiceTrade), CRM systems, and job costing tools.
• Willingness to travel locally and regionally for site visits and client engagement.

Preferred Experience:

• Development of standardized processes (e.g., wiring standards, quoting tools, site survey forms).
• Involvement in the integration and deployment of end-to-end security systems.
• Background supporting both fire protection and security system environments.

At Birdi Systems, you’ll play a pivotal role in safeguarding critical infrastructure and public environments. We offer a collaborative environment and the opportunity to make a tangible impact through technical leadership and client success. If you are a hands-on leader passionate about service excellence and relationship building—this role is for you.