Field Service Manager

About BRAVAS

At 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 Field Service Manager 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. This role is measured on both profitability and client satisfaction.

• 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 teams
• Must 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 escalations
• Process incoming AV and Security service requests and determine urgency
• Manage on-call and afterhour schedule for AV and Security
• Coordinate with A/R to ascertain credit status of client accounts
• Determine billable and warranty status of work orders appropriately and ensure revenue is captured appropriately.
• Delegate service tickets to the appropriate tech to ensure completion
• Design and recommend products to reduce clients pain points
• Remotely access clients’ systems and provide remote support to resolve issues
• Proactively monitor clients’ systems
• Work with the technicians and others to track and eliminate recurring issues
• Schedule and attend project handoffs to signify completion and transition to service
• Accurately set completion deadlines and expectations for client
• Set up, configure, program, and troubleshoot security networks, control systems, cameras, and NVRs
• Review, react, & update daily work orders in job management software
• Accurate time clock entries and job costing
• Make decisions and be held accountable to time and materials
• Client training and customer service.
• On call rotation may be required
• Local travel to job sites required
• Provide training or communication to disseminate pertinent information as required
• Fiscal responsibility for all assets assigned and property within the Field Service Manager’s care
• Customer service, including the ability to work with high profile and high demand customers
• Guardianship and preservation of client confidentiality and network/home security
• Adherence to state and federal laws, including adherence to traffic laws
• Obtain and maintain security license through Dept of Public Safety per state law
• Manage company license and maintain personnel records to meet minimum state requirements
• Ensure training and continuing education of all installers under Bravas state license per state requirements

• Must possess an understanding of all security systems including audio, video, and security, lighting, and integration of all installed brands
• Must pursue continuing education on all products
• Must understand basic wiring and connectivity skills as they pertain to low voltage standards
• Must have strong trouble shooting skills
• Basic computer skills with the ability to be competent on the house management software
• Must be able to set up remote monitoring systems and enroll customers in security plans
• Flexibility to meet customer demands outside of normal working hours

• High school diploma or GED is required
• Bachelor’s degree is preferred, but not a requirement
• Minimum of 7 years managing a team of AV and Security technicians in a residential construction environment
• Proven ability to manage and develop a team
• Proactive leadership style with communication and problem-solving skills
• Valid driver’s license, clean driving records, and clear criminal record required
• Security license or experience is preferred

• Must be able to lift and carry up to 60 pounds
• May require standing or stooping for extended periods
• Ability to work in tight spaces at ladder height

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.