Supervisor, Post Sales Engineering Security Systems

Pavion Connects and Protects by providing innovative fire, security, and communication integration solutions to customers across 70+ U.S. locations and 22 countries. We bring industry-leading expertise to clients in enterprise, healthcare, education, government, data center, and retail industries.

As a global leader, Pavion specializes in the design, installation, service, and maintenance of cutting-edge fire alarm systems, critical communications, video surveillance, access control, and advanced AV technologies. Our mission is to bring clarity and transformation to safety, security, and communication through integral technology and radical service.

With a commitment to safety, reliability, and operational excellence, Pavion ensures scalable, future-ready solutions tailored to meet and exceed our clients' needs. Learn more at www.pavion.com

Pavion and our family of companies are seeking a talented and motivated Supervisor, Post Sales Engineering Security Systems to join our security business unit.

Primary Responsibilities:

• Supervise, mentor, and manage a team of Technical Support and Applications Engineers
• Establish clear goals, perform regular performance reviews, and provide ongoing professional development and technical training
• Ensure timely and effective resolution of customer technical issues related to electronic security systems, including access control, video surveillance, intrusion detection, and integrated security solutions
• Act as a key point of escalation for critical technical issues, ensuring excellent customer communication and timely issue resolution
• Continually review and enhance post-sales support procedures to improve team efficiency, reduce response time, and increase customer satisfaction
• Implement metrics-driven approaches (e.g., KPIs, SLAs) to track and optimize team performance and service delivery
• Closely collaborate with Sales, Project Management, Product Management, Presales Engineering, and Operations teams to ensure seamless customer experience from project handoff through system implementation and ongoing support
• Maintain in-depth knowledge of industry trends, product updates, and emerging technologies in electronic security

Basic Qualifications:

• Minimum of 5 years' experience in post-sales technical support, application engineering within the electronic security sector
• Prior supervisory or team leadership experience with a proven track record in managing technical support or applications engineering teams
• Deep technical understanding of electronic security systems, including access control, CCTV/video surveillance, intrusion detection, integration solutions, and related software platforms
• Exceptional customer service, communication, and problem-solving skills, with demonstrated ability to manage and resolve complex technical issues effectively
• Proficient with support ticketing systems, CRM platforms, remote troubleshooting tools, and technical documentation standards

Preferred Qualifications:

• ASIS Physical Security Professional (PSP)
• Certified Protection Professional (CPP)
• Vendor-specific technical certifications (e.g., Lenel, Genetec, Milestone, Axis, Avigilon, Software House, Bosch, etc.)
• ITIL Foundation Certification or related IT service management certifications

Disclaimer: This job description should not be construed to imply that these requirements are the exclusive standards of the position. Incumbents will follow any other instructions, and perform any other related duties, as may be required. The employer has the right to revise this job description at any time. The job description is not be construed as a contract for employment.

Pavion is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law.