Service Manager - Home Automation

Liaison Technology Group•Nashville, TN

19d•$25 - $35•Onsite

About The Position

We are seeking a Service Manager to build and lead our Service Department for a rapidly growing home audio, video, and automation company. This role is ideal for a highly organized, customer-focused professional who thrives in building structure from the ground up. The Service Manager will take full ownership of national service operations, establish processes and documentation, and serve as the central point of coordination between customers, technicians, and internal teams across multiple markets and states.

Requirements

Strong organizational, coordination, and time-management skills
Excellent customer service and communication abilities
Experience managing service operations, dispatching, or technical support (AV, automation, or related fields preferred)
Ability to build processes and documentation from scratch
Comfortable operating across multiple states and markets
Proactive, ownership-minded approach with the ability to work independently

Nice To Haves

Technical familiarity with home AV, automation, networking, or smart home systems is a plus

Responsibilities

Establish and lead the Service Department, including defining workflows, procedures, and service standards
Take full ownership of service operations, performance, and continuous improvement
Document and maintain service processes, escalation paths, and best practices
Develop scalable systems that support growth across multiple states and markets
Serve as a primary point of contact for service-related customer needs
Ensure a high level of customer satisfaction through clear communication, follow-up, and issue resolution
Manage service requests, prioritization, and scheduling with a strong customer-first mindset
Handle escalations professionally and efficiently
Demonstrate exceptional organizational skills to manage multiple service requests, projects, and priorities simultaneously
Coordinate service activities between technicians, project managers, sales teams, and vendors
Maintain constant communication with teams operating in multiple states and markets
Track service metrics, job statuses, and outcomes to ensure accountability and visibility
Schedule and dispatch service technicians efficiently across regions
Balance workload, travel, and urgency to maximize productivity and response times
Coordinate parts, replacements, and vendor support as needed
Create and maintain service documentation, including SOPs, service reports, and customer records
Track recurring issues and identify opportunities for system improvements
Provide regular reporting on service activity, performance, and trends to leadership