Service Manager

Service Manager (On‑Site)

Location: Hicksville, NY

Company: Global AV Group

Employment Type: Full‑Time, On‑Site

Company Overview

Global AV Group creates extraordinary experiences that ignite the senses. We design, install, and support high‑performance commercial audio, video, lighting, and integrated technology systems. Beyond installation, our service team plays a critical role in ensuring long‑term system reliability, client confidence, and operational excellence.

Benefits

• Bonus based on performance
• Company parties
• Dental insurance
• Paid time off
• Vision insurance

About

The Role

Global AV Group is seeking an experienced Service Manager to lead our Service Operations department. This is a hands‑on leadership role responsible for managing service requests from intake through resolution, coordinating technicians, and ensuring an exceptional client experience. Based in our Hicksville office, the Service Manager serves as the operational hub between clients, field technicians, project teams, and leadership. This role requires strong technical awareness, excellent organizational skills, and the ability to manage priorities in a fast‑paced service environment.

This is a fully on‑site position requiring daily coordination with field personnel and internal teams.

What You’ll Be Responsible For Service Operations & Scheduling

• Oversee all incoming service requests, including intake, prioritization, scheduling, and resolution
• Assign service technicians based on skill set, availability, and urgency
• Monitor service response times, job progress, and technician utilization
• Serve as the primary escalation point for service issues and client concerns
• Ensure service workflows are followed and properly documented

Client Communication

• Act as the primary point of contact for service clients throughout each request
• Communicate clearly regarding scope, timelines, system issues, and resolution status
• Set and manage client expectations while maintaining professionalism
• Conduct service follow‑ups to ensure satisfaction and issue resolution

Technician Coordination & Support

• Coordinate daily schedules and field activities
• Support technicians with troubleshooting guidance, documentation, and logistics
• Monitor performance, workload balance, and service standards
• Partner with leadership on training, development, and accountability

Documentation, Reporting & Process Improvement

• Maintain accurate service records, work orders, and documentation
• Track service activity for reporting, billing, and operational review
• Prepare service summaries and performance insights
• Identify inefficiencies and recommend operational improvements
• Collaborate with project teams to ensure smooth transition from installation to service

What We’re Looking For Education & Experience

• Associate or bachelor’s degree preferred in AV Technology, Operations Management, or related field
• 3–5+ years of experience in commercial AV service, technical operations, or service management
• Experience managing technicians, schedules, and service workflows
• Strong working knowledge of commercial AV systems and troubleshooting

Skills & Competencies

• Highly organized with strong prioritization skills
• Clear communicator with both technical teams and non‑technical clients
• Ability to manage multiple service requests simultaneously
• Solutions‑oriented, calm under pressure, and accountable
• Strong sense of ownership and follow‑through

Systems & Tools Experience

• Service ticketing or work order platforms
• Scheduling or resource management tools
• Team communication platforms and professional email
• Cloud‑based documentation and file management systems
• Spreadsheets for tracking service activity and basic reporting

Comfort adopting new systems and technologies is required.

Physical & Additional Requirements

• Ability to work on‑site daily and visit job sites as needed
• Ability to lift up to 40 lbs when required
• Professional demeanor when representing Global AV Group
• Limited local travel to job sites as needed

Benefits (Extended)

• Medical
• Vision
• Dental
• Life Insurance
• Vacation, Sick & Holiday Pay
• Performance Bonus

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