Service Manager - Residential AV

Company Description

Electronic Services & Concierge (ESC LLC) specializes in designing and installing home automation systems that integrate seamlessly with the technology in modern homes. The company works with leading platforms such as Crestron, Control4, Savant, Lutron, and JoshAI to deliver tailored smart home solutions.

ESC LLC focuses on reliability, ease of use, and high-quality customer service, helping clients create intuitive, connected living environments. Our team works on projects that range from basic automation to fully customized luxury installations, with security, surveillance, networking, and audio-visual systems in every home we support.

Role Description

The Service Manager is a full-time, on-site role based in Denver, CO. This person owns ESC's service department and is responsible for keeping our clients' systems running after installation. Day-to-day work includes triaging incoming service requests, scheduling and dispatching service technicians, handling escalated troubleshooting, and following up with clients until issues are resolved. The Service Manager will build and manage service agreements and maintenance plans, track service tickets and response times, and coordinate with project managers when service work turns into upgrades or new projects. The role also involves mentoring service technicians, keeping system documentation current, and making sure every client interaction reflects ESC's standard for customer service.

Qualifications

• Strong experience with home automation and AV platforms (e.g., Crestron, Control4, Savant, Lutron, JoshAI) and the ability to diagnose issues remotely and on-site.
• Working knowledge of networking (IP addressing, routers, switches, Wi-Fi) and remote management tools such as UniFi and OvrC.
• Experience with security, surveillance, and access control systems is a plus.
• Prior experience leading a service department or managing field technicians, scheduling, and dispatch.
• Excellent customer service skills with the ability to stay calm and professional with high-end clients.
• Experience with service ticketing, scheduling, or CRM software, and building service agreements or maintenance plans.
• Strong organizational skills, attention to detail, and the ability to manage multiple priorities in a fast-paced environment.
• Ability to go on-site for escalated service calls, lift and move equipment, and work on ladders as needed.
• Relevant certifications or training (e.g., CTS, manufacturer-specific certifications, low-voltage licenses) are highly desirable.
• Valid driver's license and reliable transportation for travel to client sites in the Denver, CO area.