AV Service & Warranty Manager

AV Service & Warranty Manager

Location: Miami, FL (Travel Required Up to 25%)

Salary: $75,000-85,000

Position Type: Permanent

Category: AV Integration

Summary

The AV Service & Warranty Manager is responsible for directing and overseeing service support and warranty operations across a global audiovisual services organization. This leadership role manages technical service personnel, warranty administration functions, subcontracted resources, and service partners while acting as the primary escalation point for complex technical issues, warranty matters, and customer support concerns.

The position is accountable for developing service strategies, establishing operational performance metrics, managing departmental budgets, overseeing warranty programs, and ensuring service delivery is performed efficiently, safely, and in alignment with organizational standards. Success in this role requires strong leadership capabilities, extensive audiovisual systems expertise, and a commitment to delivering exceptional customer service.

Key Responsibilities

• Service Leadership & Team Management
• Warranty Administration
• Service Operations
• Technical Leadership
• Customer & Partner Relations
• Operational & Financial Oversight
• Process Improvement & Compliance

Required Qualifications

• Minimum of 7 years of experience within the audiovisual industry, including service, installation, commissioning, and troubleshooting of AV systems.
• Minimum of 3 years of leadership or management experience overseeing technical service teams.
• Strong knowledge of audio, video, lighting, control systems, networking, and systems integration.
• Experience managing service operations, warranty programs, and manufacturer relationships.
• Demonstrated ability to lead teams, manage competing priorities, and drive operational performance.
• Strong analytical, problem-solving, decision-making, and conflict-resolution skills.
• Excellent communication, customer service, and organizational abilities.
• Ability to interpret technical drawings, schematics, engineering documentation, and system designs.
• Experience utilizing service ticketing systems, project management platforms, and reporting tools.
• Valid driver's license and passport.
• Ability to travel domestically and internationally up to 20-25%.

Preferences

• CTS, CTS-I, CTS-D, Crestron, Q-SYS, Dante, Biamp, or equivalent industry certifications.
• Experience supporting cruise ship, hospitality, entertainment, or large-scale commercial AV environments.
• Familiarity with warranty administration processes, service contract management, and KPI reporting.
• Experience creating and implementing SOPs, departmental workflows, and service performance dashboards.