AV Service Manager

Our client is currently seeking an AV Service Manager - contract to hire


Reports to Strategy and Operational Leader

JOB SUMMARY

The Service Manager is responsible for managing and focusing on the day-to-day service department operations and its service technicians in ensuring clients’ needs and expectations are met. His/her duties include technical support, remote troubleshooting, communicating with clients who have complex technical questions, and effectively discussing with clients over the phone on company products or services. In addition, the Service Manager provides excellent client services, and timely responses to client inquiries while executing flawless delivery.

ESSENTIAL FUNCTIONS

· Responsible for managing day to day operations includes but not limited to the monitoring of the OSS ticketing systems, scheduling service calls, confirming client appointments and scheduling proper resources to fulfill each service call.

· Plan, create, organize, and manage the execution of all Service Work Orders (WO) for service technicians with thorough and accurate job site notes and requirements, ensuring service technician has the required tools to perform the job.

· Provide technical support for clients who have the following control systems including but not limited to Crestron, Control 4, Savant, Lutron systems.

· Provide support and scheduling for lighting, shades, and security services.

· Provide basic network and WIFI troubleshooting.

· Conduct research on products/AV equipment suitable to meet client technology and business needs.

· Collaborate with the JDAV team in upselling company products and services.

· Provide monthly metrics reporting for the Service Department on the total number of tickets; open, closed and required follow up etc.

· Mandatory attendance and participation at daily morning operations meeting, Scrum & Engineering calls, two-week scheduling meeting in providing updates on information on all service calls including the completion of all work orders notes and the follow up with service technician.

· Communicate and provide information to the Accounting Dept. office for service billing, ensuring service technicians’ time is accounted for and invoiced accurately.

· Address and resolve escalated client issues or service disruptions in a timely and effective manner.

· Responsible for managing client information and ensuring D-Tools is updated with project notes in a timely manner.

· Available to answer client calls and emails on weekday evenings and weekends.

· Foster a collaborative and positive work environment that encourages teamwork and professional growth.

JOB REQUIREMENTS

MINIMUM WORK EXPERIENCE

5+ years in a management role in a service department, in the technology industry.

Proven track record regarding creation and implementation of systems and processes, as they relate to client services.

Highly computer literate with a demonstrated understanding of how technology plays a role in the success of a business.

Strong written and verbal communication skills, including an ability to interface with all levels of personnel and clients.

KNOWLEDGE, SKILLS, AND ABILITIES REQUIREMENTS

Commitment and demonstration of excellent internal and external customer service.
Ability to work collaboratively with staff throughout the company.
Knowledge of industry-specific regulations and quality standards.

Problem-solving skills and the ability to handle challenging situations diplomatically.

Able to maintain and demonstrate strict confidentiality of all information.

Maintain professional appearance and demonstrate professional attitude.

Ability to maintain punctual attendance.

Ability to work under pressure, remain calm, prioritize and meet deadlines.

Conclusion:

The Service Manager plays a pivotal role in ensuring that an organization's services are delivered efficiently, meeting, or exceeding customer expectations. By overseeing service teams, collaborating with clients, and continuously improving processes, the Service Manager contributes to the overall success and growth of the organization.

ADA REQUIREMENTS

Reasonable accommodation may be made for individuals with disabilities to perform the essential functions of this position.

LANGUAGE SKILLS: Must be able to read and interpret documents and reference materials, such as operating procedures, policies, etc. Ability to write reports and correspondence in a clear and concise manner using manual and electronic sources. Ability to speak effectively in person and on the phone. Ability to listen effectively and hear others.


SITUATION REASONING: Ability to exercise judgment, decisiveness, and creativity in situations involving a variety of generally pre-defined duties, which are often characterized by frequent change.

FUNCTIONAL REASONING: Ability to define and articulate problems, collect data, establish facts and draw valid conclusions.