AV & Automation Service Manager
JD Audio and Video Design, Fort Lee, NJ, United States
Lead Exceptional Service in AV & Automation - Join JD Audio & Video Design Inc. as a Service Manager!
Position Title:
AV & Automation Service Manager
Company Name : JD Audio & Video Design Inc.
Pay Range:
$80,000-$90,000 annually, based on experience
Employment Type:
Full-Time
Department : Service Operations
Location:
Fort Lee, NJ
Job Overview
JD Audio & Video Design Inc. is looking for a proactive and client-focused AV & Automation Service Manager to oversee the day-to-day operations of our Service Department. This leadership role blends operational management, technical acumen, and customer care to ensure our luxury residential and commercial clients receive world-class service and support.
You'll be responsible for coordinating field service operations, leading service technicians, resolving escalated technical issues, and maintaining operational excellence across our ticketing, scheduling, and reporting systems. If you're passionate about AV and automation technology and thrive in a collaborative, fast-paced environment, this is your opportunity to lead from the front and elevate our service experience.
Who We Are
JD Audio & Video Design Inc. is a full-service integrator specializing in high-end AV, lighting, shading, security, and smart automation solutions. With over two decades of experience and thousands of successful installations, we combine commercial-grade expertise with white-glove residential execution. Every member of our team contributes to a culture of excellence, mentorship, and innovation-where your growth is as important as our clients' satisfaction.
Learn more at www.jdavdesign.com
Key Responsibilities
Service Operations & Scheduling
Manage day-to-day operations of the Service Department using the OSS ticketing system
Schedule service calls, confirm appointments, and allocate technician resources
Plan and manage Service Work Orders (WOs), ensuring accuracy in job scope and notes
Equip technicians with necessary tools, documentation, and project details before dispatch
Monitor service timelines and follow-ups to ensure timely resolution
Technical Support & Troubleshooting
Provide remote technical support for control systems including Crestron, Control4, Savant, and Lutron
Coordinate service for lighting, shading, AV, and security solutions
Conduct basic networking and Wi-Fi troubleshooting
Research and recommend AV and automation products to enhance system performance
Client Communication & Escalation Management
Serve as the main point of contact for escalated service issues
Communicate professionally with clients via phone and email
Resolve disruptions and ensure long-term client satisfaction
Maintain accurate records in D-Tools and service documentation
Reporting & Documentation
Generate and deliver monthly service performance metrics (ticket volume, closure rates, follow-ups)
Ensure timely and complete service notes and documentation
Work with Accounting to confirm technician time is tracked and invoiced correctly
Team Leadership & Collaboration
Participate in daily operations and engineering calls, scrum meetings, and bi-weekly scheduling meetings
Support collaboration between field technicians, engineering, sales, and accounting teams
Provide structure, mentorship, and accountability to service technicians
Identify upsell opportunities for AV and automation services
Availability
Remain available for after-hours and weekend support as needed to ensure continuous client satisfaction
Qualifications
Education
Bachelor's degree in Business Management or related field (preferred)
Experience
5+ years in service management, ideally within the AV, automation, or technology sector
Proven success in implementing service systems, improving operational workflows, and leading teams
Knowledge, Skills & Abilities
Strong understanding of AV, automation, lighting, and control systems
Excellent communication, organization, and problem-solving skills
High attention to detail and a customer-centric mindset
Proficient with project management tools (D-Tools preferred), Microsoft Office, and CRM systems
Able to prioritize tasks, manage multiple deadlines, and work under pressure
Professional, punctual, and collaborative
Benefits
Medical & Dental Insurance
Paid Time Off (Vacation, Sick, Holidays)
Paid Parental Leave
Retirement Savings Program
Bi-Weekly Pay Cycle
Paid Certifications & Ongoing Training
Mileage Reimbursement
Uniforms Provided
Team Building Events and Company Gatherings
Schedule
Full-Time
Monday to Friday, 8:00 AM - 5:00 PM
Occasional weekend or evening availability required for service needs
Location
Onsite - Fort Lee, NJ
Some local travel to tri-state area client sites may be required
Equal Employment Opportunity
We are proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other legally protected status.
Compliance
A professional review will be completed as part of the onboarding process, in compliance with applicable laws.
Position Title:
AV & Automation Service Manager
Company Name : JD Audio & Video Design Inc.
Pay Range:
$80,000-$90,000 annually, based on experience
Employment Type:
Full-Time
Department : Service Operations
Location:
Fort Lee, NJ
Job Overview
JD Audio & Video Design Inc. is looking for a proactive and client-focused AV & Automation Service Manager to oversee the day-to-day operations of our Service Department. This leadership role blends operational management, technical acumen, and customer care to ensure our luxury residential and commercial clients receive world-class service and support.
You'll be responsible for coordinating field service operations, leading service technicians, resolving escalated technical issues, and maintaining operational excellence across our ticketing, scheduling, and reporting systems. If you're passionate about AV and automation technology and thrive in a collaborative, fast-paced environment, this is your opportunity to lead from the front and elevate our service experience.
Who We Are
JD Audio & Video Design Inc. is a full-service integrator specializing in high-end AV, lighting, shading, security, and smart automation solutions. With over two decades of experience and thousands of successful installations, we combine commercial-grade expertise with white-glove residential execution. Every member of our team contributes to a culture of excellence, mentorship, and innovation-where your growth is as important as our clients' satisfaction.
Learn more at www.jdavdesign.com
Key Responsibilities
Service Operations & Scheduling
Manage day-to-day operations of the Service Department using the OSS ticketing system
Schedule service calls, confirm appointments, and allocate technician resources
Plan and manage Service Work Orders (WOs), ensuring accuracy in job scope and notes
Equip technicians with necessary tools, documentation, and project details before dispatch
Monitor service timelines and follow-ups to ensure timely resolution
Technical Support & Troubleshooting
Provide remote technical support for control systems including Crestron, Control4, Savant, and Lutron
Coordinate service for lighting, shading, AV, and security solutions
Conduct basic networking and Wi-Fi troubleshooting
Research and recommend AV and automation products to enhance system performance
Client Communication & Escalation Management
Serve as the main point of contact for escalated service issues
Communicate professionally with clients via phone and email
Resolve disruptions and ensure long-term client satisfaction
Maintain accurate records in D-Tools and service documentation
Reporting & Documentation
Generate and deliver monthly service performance metrics (ticket volume, closure rates, follow-ups)
Ensure timely and complete service notes and documentation
Work with Accounting to confirm technician time is tracked and invoiced correctly
Team Leadership & Collaboration
Participate in daily operations and engineering calls, scrum meetings, and bi-weekly scheduling meetings
Support collaboration between field technicians, engineering, sales, and accounting teams
Provide structure, mentorship, and accountability to service technicians
Identify upsell opportunities for AV and automation services
Availability
Remain available for after-hours and weekend support as needed to ensure continuous client satisfaction
Qualifications
Education
Bachelor's degree in Business Management or related field (preferred)
Experience
5+ years in service management, ideally within the AV, automation, or technology sector
Proven success in implementing service systems, improving operational workflows, and leading teams
Knowledge, Skills & Abilities
Strong understanding of AV, automation, lighting, and control systems
Excellent communication, organization, and problem-solving skills
High attention to detail and a customer-centric mindset
Proficient with project management tools (D-Tools preferred), Microsoft Office, and CRM systems
Able to prioritize tasks, manage multiple deadlines, and work under pressure
Professional, punctual, and collaborative
Benefits
Medical & Dental Insurance
Paid Time Off (Vacation, Sick, Holidays)
Paid Parental Leave
Retirement Savings Program
Bi-Weekly Pay Cycle
Paid Certifications & Ongoing Training
Mileage Reimbursement
Uniforms Provided
Team Building Events and Company Gatherings
Schedule
Full-Time
Monday to Friday, 8:00 AM - 5:00 PM
Occasional weekend or evening availability required for service needs
Location
Onsite - Fort Lee, NJ
Some local travel to tri-state area client sites may be required
Equal Employment Opportunity
We are proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other legally protected status.
Compliance
A professional review will be completed as part of the onboarding process, in compliance with applicable laws.