Service Manager

Amplify People•Rye Brook, NY

13d•$85,000 - $100,000•Onsite

About The Position

The Service Manager will be the primary point of contact for all service-related requests, from established clients and newly onboarded accounts alike. This is a hands-on, client-facing role that blends technical programming work with day-to-day service coordination. The Service Manager will respond directly to client communications, resolve issues remotely whenever possible, and deploy onsite to complete programming, troubleshooting, or system adjustments when a remote fix isn't enough. A key part of the role is proactive: each morning, the Service Manager monitors client systems to catch offline devices or emerging issues before they become service calls. When additional support is needed for a same-day or urgent issue, this person coordinates with the broader team through shared communication channels. This is a true ground-floor opportunity. The Service Manager will work closely with ownership to help build and formalize the company's client-facing service program, with a clear path to growing the department into its own team as it scales. The ideal candidate is a proactive self-starter who takes ownership of a service call from first contact through resolution and thinks several steps ahead rather than waiting to be told what to do.

Requirements

Strong programming and troubleshooting experience within residential smart home and home automation systems
Comfortable working independently, prioritizing multiple client requests, and communicating directly and professionally with clients
A proactive, self-starter mindset with the ability to anticipate needs and connect the dots without being told what to do
Comfortable monitoring client systems and responding to occasional client communication outside standard business hours

Nice To Haves

Experience with Control4 strongly preferred; experience with Lutron or other major home automation platforms is also valued
Prior experience growing or managing a service department, or genuine interest in doing so
An entrepreneurial mindset and interest in helping shape a growing business unit

Responsibilities

Serve as the primary point of contact for all service-related client communications, responding to emails and coordinating scheduling
Diagnose and resolve issues remotely when possible, and deploy onsite to complete programming, troubleshooting, or system adjustments when needed
Proactively monitor client systems each morning to identify offline devices or emerging issues before they become service calls
Coordinate with the broader team through shared communication channels when additional support is needed for a same-day or urgent issue
Help develop and formalize a client-facing service program, including a formal service contract
Build toward growing the service department into its own team, with the opportunity to hire and lead additional staff as the department scales
Monitor email and respond to occasional client communication outside standard business hours
Support programming and installation on full system builds as time and capacity allow