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Benefits:
- Simple IRA (Matching)
- Company parties
- Competitive salary
- Dental insurance
- Health insurance
- Opportunity for advancement
- Paid time off
- Vision insurance
About the Role:
EOC Audio is seeking an experienced Service Manager to lead our Service Department. As a premier low-voltage systems integrator specializing in high-end residential and commercial audio, video, automation, networking, and golf simulators, we pride ourselves on delivering exceptional ongoing support.
The Service Manager is a critical leadership role responsible for ensuring world-class post-installation support, rapid resolution of service issues, and high client satisfaction. You will combine strong technical expertise with team leadership and operational efficiency to manage all service-related activities.
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Key Responsibilities
Team Leadership & Technician Management
- Directly manage, mentor, and develop a team of service technicians.
- Deploy and schedule technicians to jobs based on skill level, location, and urgency in coordination with the Service Scheduler.
- Conduct regular team meetings, performance reviews, and ongoing training.
Service Operations & Ticket Management
- Oversee the full lifecycle of service tickets — from intake to resolution and invoicing.
- Add required parts and materials to jobs accurately and efficiently.
- Ensure timely resolution of service calls and follow-up with clients.
- Monitor open tickets, aging jobs, and escalate critical issues when needed.
Technical Troubleshooting & Client Support
- Provide remote troubleshooting for complex systems including Crestron, Elan, Ubiquiti UniFi, Control4, Sonos, Barco ClickShare, AV over IP, networking, and related low-voltage systems.
- Professionally guide clients through basic troubleshooting steps over the phone or via remote access tools.
- Act as the escalation point for difficult technical issues.
Process & Workflow Improvement
- Continuously improve service processes, response times, and first-time fix rates.
- Maintain accurate records in the service management system.
- Work closely with the Installation, Sales, and Project Management teams to prevent recurring issues.
Client Experience
- Ensure every client interaction reflects EOC Audio’s high standards of professionalism and expertise.
- Build strong long-term client relationships through reliable support.
Required Qualifications & Experience
- Minimum 5+ years of hands-on experience in low-voltage AV, home automation, or IT networking service/support.
- Strong technical knowledge of Crestron, Elan, Ubiquiti, Control4, networking (switches, access points, firewalls), audio/video distribution, and related systems.
- Proven ability to diagnose and resolve issues remotely.
- Experience managing and scheduling field technicians.
- Solid understanding of service ticketing systems, inventory/parts management, and invoicing processes.
- Excellent communication skills — able to explain technical concepts clearly to both technical and non-technical clients.
- Organized, detail-oriented, and able to manage multiple priorities in a fast-paced environment.
- Valid driver’s license and clean driving record.
Highly Desired Skills
- Prior experience as a Service Manager, Service Coordinator, or Lead Technician in an AV/integration company.
- Manufacturer certifications (Crestron, Control4, Ubiquiti, Dante, etc.).
- Experience with project management or service software (e.g., iPoint, ServiceTitan, Jobber, or similar).
- Knowledge of commercial AV systems and conferencing solutions (Barco, etc.).
What We Offer:
 • Work with cutting-edge technologies in the most exclusive homes
 • Competitive salary and benefits package
 • Opportunities for advancement in a growing, respected company
 • Supportive leadership and collaborative team environment
 • High-end tools, vehicles, and ongoing training
Learn more about this Employer on their Career Site
