Smart Home; AV Service Manager

A Service Manager who can lead our established customer support operations to the next level. As ongoing support has become critical to our industry, we are looking for a candidate who enjoys interacting with clients, seeks out root causes, and has the technical acumen to recommend system enhancements and upgrades.

Skokie, IL, in the Chicago suburbs

Brendan, the Chief Operating Officer

With roots that date back to 1939, Mills is a third-generation family-owned business. Founded as a recording studio, today Mills advises, designs, installs and supports technology systems for homes and businesses. The systems we provide include audio and music systems; televisions, presentation systems, and media rooms; data and Wi‑Fi; smart lighting; motorized shades; and the means to control all this technology – plus a whole lot more!

These systems may be installed in homes, condos, and businesses in the greater Chicago area and beyond.

Mills is known throughout Chicago for our unrelenting commitment to customer service. Many of our new clients are family and friends of our existing ones. At Mills, our goal is to be our clients’ trusted technology advisors. Because of this, we pride ourselves on being good listeners and recommending what’s best for our clients.

Mills is a team of about 20 people, so while this gives our workplace a small, family‑like culture, we also get the opportunity to work on some of the most advanced technology systems in the most prestigious homes and businesses in Chicagoland.

As Service Manager at Mills Technologies, you will lead the Service Department in our day‑to‑day and strategic efforts, utilizing team members from other disciplines, as necessary. Typical duties and responsibilities would include the following:

• Ensuring our clients receive a world‑class service and support experience 100% of the time.
• Leading and managing our Service Technician team, and holding them accountable.
• Managing service tickets to ensure follow‑through in a timely manner; coordinating, and scheduling resources, and staying in close communication with our clients throughout the process.
• On occasion, providing service and installation support in the field for the Service Department. This may be because the service call requires a second set of hands, or to provide additional capacity for urgent service calls when required. We expect this to be at most 1–2 times per week.
• Identifying the opportunity for and proposing system updates. For small updates, we will want the candidate to be able to do this on his or her own (after sufficient training); for large system updates, this will likely involve interfacing with the Engineering and Account Management teams.
• Work directly with our company leadership and field service team to continually ensure that our service systems and highly structured processes are adhered to by both our internal team and our valued clients.
• The Service Manager is required to take part in the company’s after‑hours on‑call support team. This team provides Advanced Support for issues that have been escalated from our Triage and Basic Support team; typically, about one evening per week and one weekend per month. This means working remotely or on‑site with customers after hours, about 1–3 times per month. Note that additional pay is provided when on call.

Some days, your daily work will be planned and structured. However, ours is a fast‑moving and dynamic line of work. Your priorities can shift at a moment’s notice. You must be comfortable with this and willing to be an active participant in juggling multiple demands.

• 3+ years installing or servicing technology solutions in homes or businesses, ideally with a focus on high‑end residential and commercial projects
• The ideal candidate will have 2+ years providing customer service to a refined clientele
• Any design or sales experience in residential or commercial technology integration or a related industry is a plus
• Highly organized, and dedicated to details and follow‑through
• Excellent communication skills, both verbal and written.
• Resourceful and willing to patiently work through challenging situations
• Ambition to strive for 100% client satisfaction at all times
• A high level of emotional intelligence.
• A conscience to do what is right, always coupled with a passion to delight our customers.
• Embodiment of the company’s core values:
• Honesty even when inconvenient
• Does it right because it’s the right thing to do
• A great teammate
• Takes responsibility for a complete, world‑class customer experience.
• Humbly brilliant

• Salary Range: $70,000 to $90,000, depending on experience level, with opportunities for commission on the sale of system upgrades, and a company‑wide bonus when profit targets are met
• Paid industry training
• Access to employee discounts for technology products