Service​/Support Lead

The Service/Support Lead is responsible for the overall success of Summit’s customer support and service operations for existing clients. This role ensures Summit-installed AVL systems are reliably supported and that support and paid service offerings are delivered consistently and profitably. The Service/Support Lead combines hands-on technical expertise with people leadership, operational ownership, and process development. This position sets the standards, systems, scheduling, and execution of Support and Services, manages Service/Support Technicians, and owns the operational delivery of post-install support and services.

The Lead works closely with the Lead System Design Engineer, Account Managers, and other Summit teams to define service boundaries, improve service delivery, and scale offerings as the department grows. Definitions:

• Support:
  Post-install warranty support including remote diagnostics and troubleshooting for installed systems, assisting clients with manufacturer warranty coordination, and addressing issues related to Summit’s installation workmanship during the warranty period.

• Service(s):
  Contracted offerings that provide proactive, ongoing, or expanded assistance beyond included Support, such as maintenance plans, system calibration, upgrades, and on-site services.

At Summit Integrated, we pride ourselves on delivering top-notch services and solutions to our clients for over 20 years. We are a Colorado-based full service, purpose-driven, Audio Video Lighting integrator with an extensive national reach in the House of Worship industry. Our church audio, video, and lighting systems are powerful, yet user-friendly, and equip our clients with the right industry tools and training to take their worship experiences to the next level.

We value providing a rewarding employee atmosphere of working as a team towards shared goals and rewards, and we are looking for individuals who embody our core values of:
People First, Driven by Excellence, Be Humble-Stay Humble, Integrity Speaks Louder than Words, Generosity without Limits, Don’t Forget to Have Fun.

• Owns the day-to-day outcomes of post-install Support, serving as the primary escalation point for complex technical issues and leading structured escalation processes. Maintains accountability for troubleshooting, cross-functional and manufacturer coordination, follow-through, and final resolution quality.

• Upholds elite customer experience standards throughout the support lifecycle, ensuring responsiveness, professionalism, clarity of communication, and confidence in Summit’s ability to resolve issues effectively.

• Exercises sound judgment to distinguish Support from Services, enforces scope boundaries with a customer-first approach, validates Summit-installed systems, and commits to approved service timelines and SLAs. Manages customer expectations and prioritized service requests to balance responsiveness, fairness, and contractual obligations.

• Owns Summit’s internal IT systems, including hardware, software, and network devices (LAN, WiFi, conference rooms, and staff devices). Ensures systems function properly and promotes adherence to cybersecurity policies and best practices, escalating company-wide concerns as needed.

• Provides and oversees internal IT support for Summit staff, tracks IT assets, and manages software subscriptions as necessary. Partners with vendors and internal teams to maintain, upgrade, and optimize IT systems.

• Serves as the system owner for the helpdesk and support tooling, defining workflows, standards, and usage expectations.

• Plans schedules, on-call rotations, and workload distribution to ensure adequate coverage and sustainable operations. Sets and enforces standards to technical quality, documentation, and customer interaction.

• Defines, tracks, and reviews key performance indicators for Support and Services, including customer satisfaction, SLA adherence, service revenue, and operational efficiency. Uses metrics to drive accountability and continuous improvement.

• Collaborates with Account Managers to support customer relationships, including service sales, delivery, and renewals.

• Coordinates with…