AV Service Manager

Location: Fort Lee, NJ
Salary: $40.00 USD Hourly - $50.00 USD Hourly
Description: A/V Service Manager

Type: Contract to Hire

Location: Fort Lee, NJ

Duration: 3-6 Month Contract to Full Time Hire

Job Summary

The Service Manager oversees the daily operations of the service department, ensuring exceptional client service and operational efficiency. This role includes managing service technicians, providing technical support, troubleshooting, and engaging directly with clients to address inquiries and resolve complex technical issues. The Service Manager plays a critical role in delivering a seamless client experience while maintaining service excellence and fostering a collaborative work environment.

Key Responsibilities

• Oversee and coordinate daily service operations, including managing the OSS ticketing system, scheduling service calls, and allocating resources for successful resolution.
• Create and manage detailed Service Work Orders (WOs) with comprehensive job notes, ensuring service technicians are equipped for success.
• Deliver technical support for control systems such as Crestron, Control4, Savant, and Lutron, as well as support for lighting, shading, and security systems.
• Perform basic network and Wi-Fi troubleshooting as required.
• Conduct research to identify AV equipment and technology solutions that meet client needs.
• Collaborate with internal teams to recommend and promote additional products and services.
• Generate and present monthly metrics reports, including ticket statuses and service performance metrics.
• Attend and contribute to operational and engineering meetings, providing service updates and ensuring timely completion of work order notes.
• Coordinate with the Accounting department to ensure accurate service billing and time tracking.
• Address escalated client issues promptly, ensuring swift and effective resolutions.
• Maintain and update client project information in the D-Tools system for accurate and timely record-keeping.
• Be available to address urgent client calls and emails during weekday evenings and weekends.
• Foster a positive, team-oriented workplace environment that encourages professional growth.

Qualifications

Education:

• Bachelor's degree in Business Management or a related field.

Experience:

• 5+ years in a service department management role within the technology industry.
• Proven success in developing and implementing systems and processes for client services.

Skills and Competencies:

• Exceptional client service mindset with demonstrated expertise in addressing and resolving client concerns.
• Strong organizational and time management skills to handle multiple priorities and deadlines effectively.
• In-depth knowledge of industry-specific regulations and quality standards.
• Proficiency in technology and computer systems as a business tool.
• Outstanding verbal and written communication skills to engage effectively with clients, staff, and all levels of personnel.
• Strong problem-solving and decision-making capabilities with the ability to stay composed under pressure.
• Collaborative and team-oriented work approach.

Additional Requirements

• Maintain a professional appearance and attitude at all times.
• Adhere to strict confidentiality of company and client information.
• Committed to punctual attendance and meeting deadlines.

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Contact:

This job and many more are available through The Judge Group. Please apply with us today!