AV & Automation Service Manager

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

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.