Service Manager - Home Automation

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    "description": "<p><span style=\"font-family: Arial, sans-serif; font-size: 18pt; font-weight: bold\">Service Manager</span></p>\n<p><span style=\"font-family: Arial, sans-serif; font-size: 10pt; font-weight: bold\">Liaison Technology Group</span></p>\n<p><span style=\"font-family: Arial, sans-serif; font-size: 10pt; font-weight: bold\">www.liaisontechgroup.com</span></p>\n<p><span style=\"font-family: Arial, sans-serif; font-size: 10pt; font-weight: bold\">Location:</span><span style=\"font-family: Arial, sans-serif; font-size: 10pt\"> Nashville, TN</span></p>\n<p><span style=\"font-family: Arial, sans-serif; font-size: 10pt; font-weight: bold\">Employment Type:</span><span style=\"font-family: Arial, sans-serif; font-size: 10pt\"> Full-Time, In-Office</span></p>\n<p><br><br></p>\n<p><span style=\"font-family: Arial, sans-serif; font-size: 12pt; font-weight: bold\">Overview</span></p>\n<p><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">We are seeking a </span><span style=\"font-family: Arial, sans-serif; font-size: 10pt; font-weight: bold\">Service Manager</span><span style=\"font-family: Arial, sans-serif; font-size: 10pt\"> to build and lead our Service Department for a rapidly growing home audio, video, and automation company. This role is ideal for a highly organized, customer-focused professional who thrives in building structure from the ground up.</span></p>\n<p><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">The Service Manager will take full ownership of national service operations, establish processes and documentation, and serve as the central point of coordination between customers, technicians, and internal teams across multiple markets and states.</span></p>\n<p><br></p>\n<p><br></p>\n<p><span style=\"font-family: Arial, sans-serif; font-size: 18pt; font-weight: bold\">Key Responsibilities</span></p>\n<p><span style=\"font-family: Arial, sans-serif; font-size: 12pt; font-weight: bold\">Service Department Leadership &amp; Ownership</span></p>\n<ul>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">Establish and lead the Service Department, including defining workflows, procedures, and service standards</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">Take full ownership of service operations, performance, and continuous improvement</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">Document and maintain service processes, escalation paths, and best practices</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">Develop scalable systems that support growth across multiple states and markets</span></li>\n</ul>\n<p><span style=\"font-family: Arial, sans-serif; font-size: 12pt; font-weight: bold\">Customer Experience &amp; Communication</span></p>\n<ul>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">Serve as a primary point of contact for service-related customer needs</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">Ensure a high level of </span><span style=\"font-family: Arial, sans-serif; font-size: 10pt; font-weight: bold\">customer satisfaction through clear communication, follow-up, and issue resolution</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">Manage service requests, prioritization, and scheduling with a strong customer-first mindset</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">Handle escalations professionally and efficiently</span></li>\n</ul>\n<p><span style=\"font-family: Arial, sans-serif; font-size: 12pt; font-weight: bold\">Organization &amp; Coordination</span></p>\n<ul>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">Demonstrate exceptional </span><span style=\"font-family: Arial, sans-serif; font-size: 10pt; font-weight: bold\">organizational skills</span><span style=\"font-family: Arial, sans-serif; font-size: 10pt\"> to manage multiple service requests, projects, and priorities simultaneously</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">Coordinate service activities between technicians, project managers, sales teams, and vendors</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">Maintain constant communication with teams operating in </span><span style=\"font-family: Arial, sans-serif; font-size: 10pt; font-weight: bold\">multiple states and markets</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">Track service metrics, job statuses, and outcomes to ensure accountability and visibility</span></li>\n</ul>\n<p><span style=\"font-family: Arial, sans-serif; font-size: 12pt; font-weight: bold\">Scheduling &amp; Resource Management</span></p>\n<ul>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">Schedule and dispatch service technicians efficiently across regions</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">Balance workload, travel, and urgency to maximize productivity and response times</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">Coordinate parts, replacements, and vendor support as needed</span></li>\n</ul>\n<p><span style=\"font-family: Arial, sans-serif; font-size: 12pt; font-weight: bold\">Documentation &amp; Reporting</span></p>\n<ul>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">Create and maintain service documentation, including SOPs, service reports, and customer records</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">Track recurring issues and identify opportunities for system improvements</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">Provide regular reporting on service activity, performance, and trends to leadership</span></li>\n</ul>\n<p><br></p>\n<p><br></p>\n<p><span style=\"font-family: Arial, sans-serif; font-size: 18pt; font-weight: bold\">Qualifications</span></p>\n<ul>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">Strong </span><span style=\"font-family: Arial, sans-serif; font-size: 10pt; font-weight: bold\">organizational, coordination, and time-management skills</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">Excellent </span><span style=\"font-family: Arial, sans-serif; font-size: 10pt; font-weight: bold\">customer service and communication abilities</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">Experience managing service operations, dispatching, or technical support (AV, automation, or related fields preferred)</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">Ability to build processes and documentation from scratch</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">Comfortable operating across </span><span style=\"font-family: Arial, sans-serif; font-size: 10pt; font-weight: bold\">multiple states and markets</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">Proactive, ownership-minded approach with the ability to work independently</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">Technical familiarity with home AV, automation, networking, or smart home systems is a plus</span></li>\n</ul>\n<p><br></p>\n<p><br></p>\n<p><span style=\"font-family: Arial, sans-serif; font-size: 18pt; font-weight: bold\">What Success Looks Like</span></p>\n<ul>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">A well-structured, documented, and scalable Service Department</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">Consistent, high-quality customer service across all markets</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">Clear communication and coordination between customers, technicians, and internal teams</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">Reduced response times and improved service efficiency</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">A strong foundation for future service team growth</span></li>\n</ul>\n<p><br></p>\n<p><br></p>\n<p><span style=\"font-family: Arial, sans-serif; font-size: 10pt; font-weight: bold\">Disclaimer: </span><span style=\"color: rgb(67, 67, 67); font-family: Arial, sans-serif; font-size: 10pt\">This job description outlines the general nature and scope of the role. It is not an exhaustive list of all duties or responsibilities. Team members may be asked to perform additional tasks as needed.</span></p>",
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