Entertainment Technology Service & Support Manager

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

• 5+ years of experience in technical support, AV integration, client services, or support or warranty operations, including 3+ years in a leadership role.
• Working knowledge of professional audio, video, control, and/or lighting systems.
• Experience implementing or administering helpdesk/ticketing process and/or platforms.
• Demonstrated ability to build scalable processes and operational standards.
• Strong customer service, leadership, organizational, and communication skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Valid U.S. passport and ability to travel domestically and internationally.
• Ability to occasionally lift up to 50 lbs. and work at project sites.

• Experience with in themed entertainment, museums, attractions, or immersive experiences.
• Familiarity with Q-SYS, Medialon, Alcorn McBride, disguise/7thSense, ETC, or similar technologies.
• Experience with project handovers, attraction openings, or operational readiness.
• Bachelor’s degree in Engineering, Technology, Business, or related field, or equivalent experience.

• 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…