Experienced Service Manager (FULL TIME)

EOC Audio, Inc.•Lisle, IL

10d•Onsite

About The Position

EOC Audio is seeking an experienced Service Manager to lead our Service Department. As a premier low-voltage systems integrator specializing in high-end residential and commercial audio, video, automation, networking, and golf simulators, we pride ourselves on delivering exceptional ongoing support. The Service Manager is a critical leadership role responsible for ensuring world-class post-installation support, rapid resolution of service issues, and high client satisfaction. You will combine strong technical expertise with team leadership and operational efficiency to manage all service-related activities.

Requirements

Minimum 5+ years of hands-on experience in low-voltage AV, home automation, or IT networking service/support.
Strong technical knowledge of Crestron, Elan, Ubiquiti, Control4, networking (switches, access points, firewalls), audio/video distribution, and related systems.
Proven ability to diagnose and resolve issues remotely.
Experience managing and scheduling field technicians.
Solid understanding of service ticketing systems, inventory/parts management, and invoicing processes.
Excellent communication skills — able to explain technical concepts clearly to both technical and non-technical clients.
Organized, detail-oriented, and able to manage multiple priorities in a fast-paced environment.
Valid driver’s license and clean driving record.

Nice To Haves

Prior experience as a Service Manager, Service Coordinator, or Lead Technician in an AV/integration company.
Manufacturer certifications (Crestron, Control4, Ubiquiti, Dante, etc.).
Experience with project management or service software (e.g., iPoint, ServiceTitan, Jobber, or similar).
Knowledge of commercial AV systems and conferencing solutions (Barco, etc.).

Responsibilities

Directly manage, mentor, and develop a team of service technicians.
Deploy and schedule technicians to jobs based on skill level, location, and urgency in coordination with the Service Scheduler.
Conduct regular team meetings, performance reviews, and ongoing training.
Oversee the full lifecycle of service tickets — from intake to resolution and invoicing.
Add required parts and materials to jobs accurately and efficiently.
Ensure timely resolution of service calls and follow-up with clients.
Monitor open tickets, aging jobs, and escalate critical issues when needed.
Provide remote troubleshooting for complex systems including Crestron, Elan, Ubiquiti UniFi, Control4, Sonos, Barco ClickShare, AV over IP, networking, and related low-voltage systems.
Professionally guide clients through basic troubleshooting steps over the phone or via remote access tools.
Act as the escalation point for difficult technical issues.
Continuously improve service processes, response times, and first-time fix rates.
Maintain accurate records in the service management system.
Work closely with the Installation, Sales, and Project Management teams to prevent recurring issues.
Ensure every client interaction reflects EOC Audio’s high standards of professionalism and expertise.
Build strong long-term client relationships through reliable support.