Experienced Service Manager

Benefits

• Simple IRA (Matching)
• Company parties
• Competitive salary
• Dental insurance
• Health insurance
• Opportunity for advancement
• Paid time off
• Vision insurance

EOC Audio is seeking an experienced Service Manager to lead our Service Department. As a premier low-voltage systems integrator specializing in high-end residential and commercial audio, video, automation, networking, and golf simulators, we pride ourselves on delivering exceptional ongoing support.

The Service Manager is a critical leadership role responsible for ensuring world-class post-installation support, rapid resolution of service issues, and high client satisfaction. You will combine strong technical expertise with team leadership and operational efficiency to manage all service-related activities.

• Directly manage, mentor, and develop a team of service technicians.
• Deploy and schedule technicians to jobs based on skill level, location, and urgency in coordination with the Service Scheduler.
• Conduct regular team meetings, performance reviews, and ongoing training.

• Oversee the full lifecycle of service tickets — from intake to resolution and invoicing.
• Add required parts and materials to jobs accurately and efficiently.
• Ensure timely resolution of service calls and follow‑up with clients.
• Monitor open tickets, aging jobs, and escalated critical issues when needed.

• Provide remote troubleshooting for complex systems including Crestron, Elan, Ubiquiti Uni Fi, Control4, Sonos, Barco Click Share, AV over IP, networking, and related low‑voltage systems.
• Professionally guide clients through basic troubleshooting steps over the phone or via remote access tools.
• Act as the escalation point for difficult technical issues.

• Continuously improve service processes, response times, and first‑time fix rates.
• Maintain accurate records in the service management system.
• Work closely with the Installation, Sales, and Project Management teams to prevent recurring issues.

• Ensure every client interaction reflects EOC Audio’s high standards of professionalism and expertise.
• Build strong long‑term client relationships through reliable support.

• Minimum 5+ years of hands‑on experience in low‑voltage AV, home automation, or IT networking service/support.
• Strong technical knowledge of Crestron, Elan, Ubiquiti, Control4, networking (switches, access points, firewalls), audio/video distribution, and related systems.
• Proven ability to diagnose and resolve issues remotely.
• Experience managing and scheduling field technicians.
• Solid understanding of service ticketing systems, inventory/parts management, and invoicing processes.
• Excellent communication skills — able to explain technical concepts clearly to both technical and non‑technical clients.
• Organized, detail‑oriented, and able to manage multiple priorities in a fast‑paced environment.
• Valid driver’s license and clean driving record.

• Prior experience as a Service Manager, Service Coordinator, or Lead Technician in an AV/integration company.
• Manufacturer certifications (Crestron, Control4, Ubiquiti, Dante, etc.).
• Experience with project management or service software (e.g., iPoint, Service Titan, Jobber, or similar).
• Knowledge of commercial AV systems and conferencing solutions (Barco, etc.).

• Work with cutting‑edge technologies in the most exclusive homes
• Competitive salary and benefits package
• Opportunities for advancement in a growing, respected company
• Supportive leadership and collaborative team environment
• High‑end tools, vehicles, and ongoing training