Residential AV Service Manager

Job Description

Job Description

About BRAVAS 
At BRAVAS, we transform homes into extraordinary living experiences. As the nation’s #1 luxury technology integrator, we design and deliver premium solutions - lighting, shades, A/V, networking, home automation, and more, that make life effortless, beautiful, and connected. 
We partner with homeowners, architects, builders, and designers on some of the most spectacular homes in the country. And we’re growing. 

The Role 
The Service Manager leads the service department, overseeing the service technicians and the small projects team to deliver excellent, industry-standard service and customer experience. This role owns the balance between profitability and customer satisfaction, troubleshooting A/V systems alongside the team, making sure every ticket is billed and closed out correctly, and stepping in with patience and expertise wherever a client needs support, all while embodying our six core values: collaborative, accountable, proactive, curious, passionate, and creative. 

Responsibilities:  

• Dispatch:  Processes incoming service requests, sets urgency, and assigns tickets to the right tech. 
• Scheduling: Manages the on-call and after-hours schedule.
• Billing accuracy: Confirms client credit status and billable vs. warranty status to ensure revenue is captured correctly. 
• Client experience : Recommends products, provides remote support and monitoring, and delivers client training. 
• Recurring issues:  Works with service techs to track and eliminate repeat problems. 
• Technical work: Sets up, pre-configures, and programs networks, control systems, cameras, and NVRs. 
• Project handoffs : Leads service handoffs to confirm completion, setting accurate deadlines and expectations. 
• Documentation : Keeps work orders, time entries, and job costing accurate and up to date. 
• Stewardship: Maintains fiscal responsibility for assigned assets and property and safeguards client confidentiality and network/home security. 
• Complies with state and federal laws, including traffic laws. 

Qualifications:

• Solid understanding of audio, video, security, and lighting systems, including integration across installed brands, with a commitment to staying current on new products. 
• Working knowledge of basic wiring and connectivity as it relates to low-voltage standards, with strong troubleshooting skills. 
• Basic computer skills, with the ability to become proficient in the company's job management software. 
• Comfortable setting up remote monitoring systems and enrolling customers in service plans. 
• Valid driver's license, clean driving record, and clear criminal record required; security license or experience preferred. 
• Flexibility to meet customer demands outside of normal working hours, including participating in an on-call rotation. 
• Patient, customer-focused approach, with the ability to work with high-profile and high-demand clients. 

Physical Requirements:

• Must be able to lift and carry up to 60 pounds. 
• May require standing or stooping for extended periods. 
• Ability to work in tight spaces at ladder height. 
• Local travel to job sites required. 

Bravas Benefits:

• Be part of something premium: Work with the nation’s leader in smart home integration. 
• Collaborative culture: A fun, supportive team that celebrates wins together. 
• Growth opportunities: Gain exposure to the luxury design/build community and grow your career in operations. 
• Competitive perks: Base salary + bonuses, medical/dental/vision, 401(k), PTO, and more. 

Ready to Join BRAVAS? 

If you’re hungry to grow, love being out in the field, and are excited about bringing luxury experiences to life, we’d love to meet you. Apply today and let’s make something extraordinary together. 

We are an equal opportunity employer that does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.

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