Service & Project Delivery Manager

About BRAVASAt BRAVAS, we transform homes into extraordinary living experiences. As the nation's #1 luxury technology integrator, we design and deliver premium solutions - lighting, shades, A/V, networking, home automation, and more, that make life effortless, beautiful, and connected.We partner with homeowners, architects, builders, and designers on some of the most spectacular homes in the country. And we're growing.The Role:This role is responsible for overseeing AV and Security Services for our Indianapolis location, including scheduling of the security and AV technicians. This role oversees the performance of both the AV and Security Services teams and is measured on both profitability and client satisfaction.Supervisory Responsibilities:This position is directly responsible for developing and implementing operational strategies aligned with the overall business strategy for the Field Service team that covers both AV and Security.Must be able to manage the existing team, but have the ability to evaluate team members at all times to determine continued success as a member of the AV and Security Services teamsMust have strong instincts for hiring the right candidates as new team members, including interviewing, helping with onboarding, coaching/mentoring, and training.Take proactive action on common and recurring issues and work with technicians to eliminate recurring issues and be a master at handling client escalationsProcess incoming AV and Security service requests and determine urgencyManage on call and after hour schedule for AV and SecurityCoordinate with A/R to ascertain credit status of client accountsDetermine billable and warranty status of work orders appropriately and ensure revenue is captured appropriately.Delegate service tickets to the appropriate tech to ensure completionDesign and recommend products to reduce clients pain pointsRemotely access clients' systems and provide remote support to resolve issuesProactively monitor clients' systemsWork with the technicians and others to track and eliminate recurring issuesSchedule and attend project handoffs to signify completion and transition to serviceAccurately set completion deadlines and expectations for clientSet up, configure, program, and troubleshoot security networks, control systems, cameras, and NVRsReview, react, & update daily work orders in job management softwareAccurate time clock entries and job costingMake decisions and be held accountable to time and materialsClient training and customer service.On call rotation may be requiredLocal travel to job sites requiredProvide training or communication to disseminate pertinent information as requiredFiscal responsibility for all assets assigned and property within the Field Service Manager's careCustomer service, including the ability to work with high profile and high demand customersGuardianship and preservation of client confidentiality and network/home securityAdherence to state and federal laws, including adherence to traffic lawsObtain and maintain security license through Dept of Public Safety per state lawManage company license and maintain personnel records to me t minimum state requirementsEnsure training and continuing education of all installers under Bravas state license per state requirementsKnowledge, Skills/Abilities:Must possess an understanding of all security systems including audio, video, and security, lighting, and integration of all installed brandsMust pursue continuing education on all productsMust understand basic wiring and connectivity skills as they pertain to low voltage standardsMust have strong trouble shooting skillsBasic computer skills with the ability to be competent on the house management softwareMust be able to set up remote monitoring systems and enroll customers in security plansFlexibility to meet customer demands outside of normal working hoursQualifications:High school diploma or GED is requiredBachelor's degree is preferred, but not a requirementMinimum of 7 years managing a team of AV and Security technicians in a residential construction environmentProven ability to manage and develop a teamProactive leadership style with communication and problem-solving skillsValid driver's license, clean driving records, and clear criminal record requiredSecurity license or experience is preferredPhysical Requirements:Must be able to lift and carry up to 60 poundsMay require standing or stooping for extended periodsAbility to work in tight spaces at ladder heightReady to Bring Luxury to Life?If you're passionate about design, driven to exceed goals, and eager to shape the future of luxury smart homes, we'd love to meet you. Apply today and let's create extraordinary experiences together.