Manager, Audio Visual Service

CONTINUA INTERIORS OF MINNESOTA•Plymouth, MN

1d•$93,000 - $115,000

About The Position

Through our offering of furniture, walls, and audio-visual solutions, Continua Interiors is on a mission to transform the way people work, learn and heal across the Midwest. Continua places great importance on fostering a supportive work environment that values culture, community, and connection with both team members and clients. We are not just a company but a movement reshaping the dealer landscape across the Midwest. The Manager, AV Service leads the day-to-day operations and growth of Continua’s service department, ensuring responsive, great client support through scalable processes, stronger team capability, and improved service performance. This role owns service workflow execution, team development, customer experience delivery, and cross-functional coordination to drive long-term department growth and reinforce client trust.

Requirements

Associate or bachelor’s degree in business, operations, IT, electronics, construction management, or a related field (or equivalent experience) preferred.
5+ years of experience leading customer service, field service, or technical service teams/departments.
AVIXA CTS Certification required.
Experience with PSA/ticketing, dispatch, and service documentation platforms (e.g., ConnectWise or equivalent) required.
Experience building and owning service workflows in a ticketed environment (intake, dispatch, escalation, and closure).
Experience using service KPIs and reporting to improve team performance, customer outcomes, and operational consistency.
Strong leadership, coaching, and team management abilities with experience developing technicians at different skill levels.
Experience managing subcontractor or vendor service partners, including deployment coordination, scope alignment, and quality oversight.
Experience with root cause analysis (RCA), process improvement, and reducing repeat service issues.
Ability to balance customer service expectations with operational efficiency and service profitability considerations.
Knowledge of the design, installation, and maintenance of audio, video, control, and network systems.
High proficiency in reading schematics and utilizing diagnostics to identify issues and support solutions.
Training in service leadership, customer escalation management, or operational performance improvement.
Excellent verbal and written communication skills; valid driver’s license and insurable driving record required.
While performing the duties of this Job, the employee is regularly required to sit; reach with hands and arms and talk or hear. The employee is occasionally required to stand; walk and stoop. The employee may occasionally lift and /or move up to 50 pounds. This position may require travel between offices, jobsites, and/or client locations, which may involve extended periods of sitting or standing, lifting light luggage, and adapting to different time zones.

Nice To Haves

CTS-I or CTS-D Certification preferred.
Manufacturer training/certifications relevant to service support environments (e.g., Q-SYS, Crestron, Dante, Shure, Biamp, Extron) preferred.

Responsibilities

Develop, lead, manage, and hold accountable the AV service team and support subcontractors to deliver consistent service outcomes.
Own the service workflow, including intake, triage, dispatch, prioritization, escalation, and ticket closure standards.
Manage Service Level Agreements (SLAs) and service response expectations to ensure customer commitments are met.
Provide technical guidance, mentorship, and training to team members while reinforcing best practices and documentation quality.
Hold the team accountable to delivering great customer service standards, including timely communication, professionalism, and follow-through.
Own customer satisfaction measurement (CSAT), including reporting, trend analysis, and improvement actions.
Lead hiring, onboarding, and ongoing development of service technicians and support roles to build department capacity.
Manage subcontractor relationships and deployment strategy to expand service capacity, improve response coverage, and maintain quality standards during department growth.
Provide performance reporting to customers and internal leadership, including service trends, risks, and improvement opportunities.
Prepare and deliver quarterly performance reports as required.
Own department KPIs and reporting, including response time, resolution time, backlog, utilization, and repeat issue trends.
Drive root cause analysis (RCA) and repeat-issue reduction efforts through process improvements, training, and cross-functional follow-through.
Manage service profitability drivers, including labor utilization, warranty vs. billable discipline, and service documentation quality to support accurate invoicing.
Help develop and grow preventative maintenance offerings, recurring service programs, and performance metrics that support long-term department growth.