Service Support Manager; AVCL​/Themed Entertainment

Entertainment Technology Service & Support Manager | Theme Parks & Attractions | Audio, Video, Lighting & Show Control

Position Overview:

The Entertainment Technology Service & Support Manager leads TechMDInc warranty and client service and support function, serving as the primary owner of post-installation warranty services, support contracts, and client support operations. Reporting to Principal, Lighting this role is responsible for assessing and improving support processes, implementing scalable systems, leading the support function, solving client service issues, coordinating field service activities, and ensuring exceptional client experiences throughout the lifecycle of installed systems.

The position partners closely with engineering, design, show control, and project management to transition projects into long-term operational success while building a best-in-class support organization.

Reports To:

Principal, Lighting

Pay: $95,000 - $125,000/yr

Classification:
Burbank

• Lead the service & support function, establishing priorities, performance expectations, and a culture of continuous improvement
• Develop department goals, KPIs, and service standards aligned with company objectives

• Serve as the primary point of contact for all inbound support and warranty requests from clients
• Lead the intake and coordination of incoming client support requests, serving as the primary point of ownership and coordinating with internal subject matter experts to assign resources, schedule support, and drive issues through resolution
• Triage incoming issues to determine the appropriate support path, including remote resolution, escalation to the appropriate technical subject matter expert, or scheduling of onsite service
• Serve as the primary escalation point for warranty requests, support contracts, and technical support issues.
• Ensure exceptional, proactive client communication throughout the support lifecycle from ticket intake through resolution with issue status, resolution timelines, and follow-up actions
• Build and maintain strong relationships with client operations, facilities, and technical teams
• Coordinate and participate in preventative maintenance visits, warranty work, emergency service calls, and scheduled onsite support

• Audit existing support tools, ticketing systems, workflows, and communication processes.
• Design, implement, and continuously improve standardized intake, triage, escalation, documentation, and resolution procedures.
• Evaluate and administer support platforms while driving automation and operational efficiencies.
• Establish Service Level Agreements (SLAs), performance metrics, and reporting dashboards to monitor department performance.

• Partner with Engineering, Design, show control, and Project Management to ensure successful project close outs into long-term support.
• Capture institutional knowledge, project documentation, equipment information, software versions, backups, and operational procedures.
• Build and maintain a centralized knowledge base to support consistent issue resolution by working with subject matter experts in the company.
• Travel to project openings and major installations to develop support documentation and establish long-term service readiness.

• Maintain an accurate portfolio of warranty clients and active support contract customers.
• Support annual service contract renewals by documenting client history, service trends, and support needs.
• Identify opportunities to improve client satisfaction while growing recurring support revenue.
• Prepare department reports for leadership on…