Services Manager

Advanced Home Audio
Oct 04, 2016
Oct 24, 2016
Employer Type
Direct Employer
Employment Type
Full Time
Job Description:

Position Objective: The Services Manager is an experienced professional who uses technical, organizational, leadership and customer service skills to manage, promote and develop a premium service experience for clients, in the post-installation and on-going maintenance phases of our projects. This is a very key position as the leader and the "face" of concierge level services to our clients while maintaining an on-going long term relationship. The Services Manager is responsible for all aspects of the client service department including; direct technical support to clients, staffing, resources, remote support, scheduling, service plans and execution. The manger will be responsible for responding to and also delegate all incoming client support requests, training of clients on newly deployed systems, and lead the sale and implementation of company premium "white glove" service plans. The Services Manager, in accordance with the Services department, is also responsible for smaller ad hoc and fast track projects sales, quotation and installation management of such projects as assigned. Responsibilities: ?? Provide response and direct client technical support, troubleshooting and immediate solutions to client issues/problems with mobile devices (iOS), network,and wifi, Audio Video, integration, Security, lighting, shading, power and other electronic systems at clients premises, as they arise daily, both remote and in the field. ?? Responsible for in-home or corporate office client training and delivery program for all newly deployed systems. ?? Identify, create and track Sales estimates to clients, including products and labor based on in-home/office client needs evaluation, recommendations on specific products to support replacement, add-ons and upgrades. ?? Responsible for developing and sale of service plans with the client services department ?? Responsible for managing a high level of service throughout the entire department, implementing sound procedures and exceptional customer service. ?? Manage and maintain online service trouble ticket tracking system to document all events and evaluate metrics ?? Responsible for optimizing profitability, promoting customer satisfaction, driving referrals and further business, as well as maintaining favorable reputation ?? Maintain proactive and regular communications, in writing as necessary, with clients, staff, general contractors and other project representatives and department personnel in order to keep others informed about schedule, progress, solutions and expectations. ?? Administer service contract business model, Concierge Level Service and other departmental objectives including scheduling, billing and personnel development. ?? Promote a cohesive team spirit by providing training, guidance, cooperation, and support. Qualifications Required: ?? Thorough and comprehensive knowledge of mobile devices, Apple iOS, A/V distribution, control systems, lighting control, motorized window treatments, networks, security and surveillance. ?? Experience and proficiency with creating sales estimates that fit client needs. ?? Technical experience with install and service of leading industry platforms such as Savant, Lutron, Crestron, Cisco, Control 4 and others??? ?? Ability to lead a team, manage people and processes ?? Must have very high customer service skills, a passion for customer advocacy and documented experience with maintaining client relationships ?? Experience with training clients and mentoring others with confidence ?? Experience with client service plan models and maintaining them ?? Ability to read and understand technical specifications. ?? Ability to perform calculations, analyze reports, and engage in strategic and creative problem solving. ?? Language requirements are reading, writing, spelling in English. ?? A strong work ethic and an ability to perform well under stressful conditions while multitasking. ?? Requires lifting and carrying objects (up to 100 pounds) as well as holding objects in place for mounting, connecting or other in-field tasks. ?? May be required to sit or stand for extended periods of time. ?? Professional dress, appearance and image required Education/Experience: -Technical, Business or College degree highly desirable -- BA/BS degree preferred -Minimum of 2 years experience in Client services role or related Compensation Package: We offer a competitive compensation and benefits package as well as a dynamic, professional and entrepreneurial work environment. Benefits include health insurance Medical/Dental/Vision, 401K, generous paid vacation, sick days and holidays (PTO). Salary is commensurate on experience and skill set. Please email your resume, which MUST include salary history

Company Description:

We are a leading Systems Integration Company, headquartered in Fairfield County CT, offering a professional, exciting and fun work environment and have strong growth plans with opportunity. Serving Fairfield and Westchester county as well as Manhattan, our company specializes in the sale, design, engineering, installation, programming and support of high end commercial and residential security, audio and video, home theater, lighting, shading, Automation and control systems. We provide our clients with the most premium luxury brands and services.