AV Service Manager

Title: Service Manager

Type: Contract to Hire - 6 Months

Location: Fort Lee, NJ

Job Summary
The Service Manager oversees the daily operations of the service department and its team of technicians to ensure client needs are met effectively and consistently. This role includes providing technical support, remote troubleshooting, and addressing complex client inquiries related to company products and services. The Service Manager is responsible for delivering high‑quality client service, timely communication, and operational excellence.

Essential Functions
• Manage day‑to‑day service department operations, including monitoring the OSS ticketing system, scheduling service calls, confirming client appointments, and assigning appropriate resources.
• Plan, organize, and manage all Service Work Orders, ensuring technicians receive complete job site details and necessary tools.
• Provide technical support for clients using control systems such as Crestron, Control4, Savant, and Lutron.
• Coordinate support and scheduling for lighting, shading, and security services.
• Perform basic network and Wi‑Fi troubleshooting.
• Research and recommend AV products or equipment that align with client technology requirements.
• Collaborate with internal teams to identify and support upsell opportunities.
• Prepare monthly service department metrics, including ticket volume, open and closed tickets, and follow‑up requirements.
• Participate in daily operations meetings, Scrum and Engineering calls, and bi‑weekly scheduling meetings, providing updates on service calls and work order progress.
• Communicate required billing information to the Accounting department and ensure technician time is accurately recorded and invoiced.
• Resolve escalated client issues and service disruptions promptly and effectively.
• Maintain accurate client information and update project notes in D‑Tools in a timely manner.
• Respond to client calls and emails during weekday evenings and weekends as needed.
• Promote a collaborative and positive team environment that supports professional development and teamwork.

Requirements:

• Bachelor’s degree in Business Management.

• 5+ years of management experience in a service department within the technology industry.
• Demonstrated success in developing and implementing service‑related systems and processes.
• High level of computer literacy with strong understanding of business‑supporting technologies.
• Strong written and verbal communication skills, with the ability to interact effectively with clients and internal teams.

Knowledge, Skills, and Abilities
• Proven commitment to delivering excellent internal and external customer service.
• Ability to work collaboratively across the organization.
• Knowledge of regulations and quality standards relevant to the industry.
• Strong problem‑solving skills and ability to manage challenging situations professionally.
• Ability to maintain strict confidentiality.
• Professional appearance and conduct.
• Consistent punctuality and reliability.
• Ability to work under pressure, remain composed, prioritize tasks, and meet deadlines.