AV & Automation Service Manager

Lead Exceptional Service in AV & Automation - Join JD Audio & Video Design Inc. as a Service Manager!Position Title: AV & Automation Service ManagerCompany Name : JD Audio & Video Design Inc.Pay Range: $80,000-$90,000 annually, based on experienceEmployment Type: Full-TimeDepartment : Service OperationsLocation: Fort Lee, NJJob OverviewJD Audio & Video Design Inc. is looking for a proactive and client-focused AV & Automation Service Manager to oversee the day-to-day operations of our Service Department. This leadership role blends operational management, technical acumen, and customer care to ensure our luxury residential and commercial clients receive world-class service and support.You'll be responsible for coordinating field service operations, leading service technicians, resolving escalated technical issues, and maintaining operational excellence across our ticketing, scheduling, and reporting systems. If you're passionate about AV and automation technology and thrive in a collaborative, fast-paced environment, this is your opportunity to lead from the front and elevate our service experience.Who We AreJD Audio & Video Design Inc. is a full-service integrator specializing in high-end AV, lighting, shading, security, and smart automation solutions. With over two decades of experience and thousands of successful installations, we combine commercial-grade expertise with white-glove residential execution. Every member of our team contributes to a culture of excellence, mentorship, and innovation-where your growth is as important as our clients' satisfaction.Learn more at www.jdavdesign.comKey ResponsibilitiesService Operations & SchedulingManage day-to-day operations of the Service Department using the OSS ticketing systemSchedule service calls, confirm appointments, and allocate technician resourcesPlan and manage Service Work Orders (WOs), ensuring accuracy in job scope and notesEquip technicians with necessary tools, documentation, and project details before dispatchMonitor service timelines and follow-ups to ensure timely resolutionTechnical Support & TroubleshootingProvide remote technical support for control systems including Crestron, Control4, Savant, and LutronCoordinate service for lighting, shading, AV, and security solutionsConduct basic networking and Wi-Fi troubleshootingResearch and recommend AV and automation products to enhance system performanceClient Communication & Escalation ManagementServe as the main point of contact for escalated service issuesCommunicate professionally with clients via phone and emailResolve disruptions and ensure long-term client satisfactionMaintain accurate records in D-Tools and service documentationReporting & DocumentationGenerate and deliver monthly service performance metrics (ticket volume, closure rates, follow-ups)Ensure timely and complete service notes and documentationWork with Accounting to confirm technician time is tracked and invoiced correctlyTeam Leadership & CollaborationParticipate in daily operations and engineering calls, scrum meetings, and bi-weekly scheduling meetingsSupport collaboration between field technicians, engineering, sales, and accounting teamsProvide structure, mentorship, and accountability to service techniciansIdentify upsell opportunities for AV and automation servicesAvailabilityRemain available for after-hours and weekend support as needed to ensure continuous client satisfactionQualificationsEducationBachelor's degree in Business Management or related field (preferred)Experience5+ years in service management, ideally within the AV, automation, or technology sectorProven success in implementing service systems, improving operational workflows, and leading teamsKnowledge, Skills & AbilitiesStrong understanding of AV, automation, lighting, and control systemsExcellent communication, organization, and problem-solving skillsHigh attention to detail and a customer-centric mindsetProficient with project management tools (D-Tools preferred), Microsoft Office, and CRM systemsAble to prioritize tasks, manage multiple deadlines, and work under pressureProfessional, punctual, and collaborativeBenefitsMedical & Dental InsurancePaid Time Off (Vacation, Sick, Holidays)Paid Parental LeaveRetirement Savings ProgramBi-Weekly Pay CyclePaid Certifications & Ongoing TrainingMileage ReimbursementUniforms ProvidedTeam Building Events and Company GatheringsScheduleFull-TimeMonday to Friday, 8:00 AM - 5:00 PMOccasional weekend or evening availability required for service needsLocationOnsite - Fort Lee, NJSome local travel to tri-state area client sites may be requiredEqual Employment OpportunityWe are proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other legally protected status.ComplianceA professional review will be completed as part of the onboarding process, in compliance with applicable laws.