Field Service Manager

Position Overview:

This position is responsible for ensuring the Company’s Clients receive superior service in a helpful, efficient manner by providing exceptional technical delivery and seamless communication between the Client and the Company. In addition, this position controls the processing and fulfillment of all service orders, fielding Client inquiries, and resolving Client complaints. They also provide system training to Clients, discuss technical aspects about a system or equipment when appropriate, and recommend upgrades when necessary.

Essential Duties and Responsibilities:

• Ensure timely responses to clients, adhering to the service timeframes specified by the level of service they have purchased.
• Oversee field-level service processes, communicating with the Service Department Support Team to complete projects or resolve issues efficiently, discreetly, and to the highest standards of cleanliness and functionality.
• Ensure the seamless technical performance and polished cosmetic appearance of equipment and systems on every completed service call.
• Provide objective, professional assessments to recommend Company Service Plans and equipment upgrades as needed.
• Collaborate with Company and Service Department Management to implement consistent client outreach programs.
• Maintain knowledge of new equipment and evaluation procedures, frequent bugs, and continue education on the product lines installed and supported by the Company.
• Ensure all new projects are fully completed and ready for commissioning by actively participating in the final stages of project completion.
• Prepare and present a comprehensive System Binder to clients for all newly completed projects.
• Coordinate with internal technical resources (e.g., Programmers, IT Specialists) as necessary to complete projects effectively.

Skills and Abilities Required:

• 5 years of experience providing top-tier service and support to clients.
• 5 years of experience in audio/video and residential electronic systems projects.
• 5 years of proven expertise in the installation and servicing of Crestron, Savant, Control4, and Lutron control systems.
• In-depth knowledge of Crestron, Savant, Control4, and Lutron systems, with the ability to support the programming team by performing system downloads.
• Proven ability to independently set up Crestron, Savant, and Control4 remotes, keypads, and touch screens.
• Solid understanding of cable TV systems, including termination, distribution amplifiers, signal balancing, and the ability to test and troubleshoot systems without supervision.
• Knowledge of the construction and design/build industry, with experience in trade coordination and project management.
• Highly organized and detail-oriented, with strong initiative and the ability to meet deadlines while effectively self-managing.
• Excellent verbal and written communication skills.
• A positive attitude with a strong commitment to delivering exceptional customer service.
• Independent thinker with excellent problem-solving skills.
• High school diploma or equivalent.
• Flexibility to work nights and weekends as required. This role involves direct interaction with clients and their representatives.

Job Type: Full-time

Pay: $100,000.00 - $118,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Shift:

• 8 hour shift

Work Days:

• Monday to Friday
• Weekends as needed

License/Certification:

• Driver's License (Required)

Ability to Commute:

• Harrison, NY 10528 (Required)

Ability to Relocate:

• Harrison, NY 10528: Relocate before starting work (Required)

Work Location: In person

Salary : $100,000 - $118,000