Job Title

A-V Services Inc., a leading AV company with multiple fortune 100 contracts within the financial, pharmaceutical, and computing industry, is seeking an Audio/Visual Service Manager. Must have great customer service with emphasis supporting the corporate work sector. Additionally, comprehensive audio video skills. The ideal candidate would have an Associates level college degree in a technology related field and/or minimum 3 years of previous employment with AV support responsibilities in the AV industry. We seek a creative and detail-oriented service manager to join our service operations department at A-V Services, Inc. As a service manager, you will be responsible for the smooth operations of our service department for a heightened level of client satisfaction. This includes leading a team of service professionals to deliver outstanding service experiences while optimizing efficiency and productivity. You will also manage service contracts, track performance metrics, and handle all requests within the deadline.If you have a strategic mindset, leadership skills and a zeal to deliver smooth client experiences, we look forward to your application. We offer competitive remuneration packages, comprehensive health benefits and a positive work culture that promotes collaboration, innovation, and career advancement.Objectives of this roleLeading and managing the service department, ensuring efficient service delivery and customer satisfaction.Building and maintaining solid customer relationships, understanding their needs, and providing personalized service solutions.Developing and implementing service strategies to enhance customer experience and meet service objectives.Monitoring service metrics and analyzing customer feedback to identify areas for improvement and implement corrective actions.Hiring, training and mentoring service staff, fostering a high-performance culture and promoting professional development.Acting as a point of escalation for complex customer issues, demonstrating good problem-solving skills and resolving conflicts in a professional and effective manner.Fostering a client-centric culture within the service team, emphasizing empathy, professionalism and effective problem-solving. Your tasksLead and manage the service department, including staffing, training, and performance management of service personnel.Establish and oversee premium service standards and procedures to ensure consistent and efficient service delivery.Monitor and evaluate the service team's performance, providing regular feedback, coaching and recognition to drive individual and team excellence.Ensure timely and accurate completion of service requests, work orders and documentation, maintaining high attention to detail and quality.Monitor and analyze service metrics, such as response time, resolution rate and customer satisfaction and take proactive measures to drive continuous improvement.Collaborate with other departments to develop and implement strategies to improve customer satisfaction, increase service efficiency and achieve business objectives.Prepare and present regular reports to senior management on service performance, key metrics, and improvement initiatives.Proactively identify opportunities for service improvement, recommending and implementing process enhancements, tools or technologies.Stay updated on industry trends, best practices, and emerging technologies in the service field, continuously seeking opportunities to enhance knowledge and skills.Required skills and qualifications.A bachelor's degree in administration, management, hospitality, or a related field.5+ years of experience in service management or a related role, with knowledge of service management principles, processes, and best practices.Demonstrated success in customer service, handling complaints, budget management and effective marketing tactics.Proficiency in client relationship management tools and software for tracking and monitoring service performance.Excellent communication and interpersonal skills, with the ability to build rapport and maintain positive relationships with clients and internal stakeholders.Detail-oriented with a high level of accuracy in data analysis and reporting.Exceptional problem-solving and decision-making abilities, with a customer-centric approach to resolving service-related challenges.A commitment to delivering outstanding service and a passion for exceeding customer expectations.Preferred skills and qualificationsExperience in implementing service improvement initiatives and managing service quality standards.Familiarity with service management frameworks such as ITIL or Six Sigma.Proven record of achieving service related KPIs and client satisfaction targets.Multilingual skills to communicate with a diverse customer base.Strong organizational and time management skills, with the ability to prioritize tasks and meet deadlines in a fast-paced environment.Excellent leadership and people management skills. Full Time Position has benefits including employee stock ownership plan (ESOP), competitive and comprehensive health insurance, life insurance, dental program, 401k, short-term and long-term disability insurance, FSA, HRA, Commuter Benefit Card, full paid vacations, and paid holidays.A-V Services Inc. provided the following inclusive hiring information:We are an equal opportunity employer and considers all qualified applicants equally without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, or disability status.Our human capital is the most valuable asset we have. The collective sum of the individual differences, life experiences, knowledge, innovation, self-expression, unique capabilities, and talent that our employees invest in their work represents a significant part of not only our culture, but our reputation and company's achievement as well.We embrace and encourage our employees' differences in age, color, disability, ethnicity, family or marital status, gender identity, language, national origin, physical and mental ability, race, religion, sexual orientation, socio-economic status, veteran status, and other characteristics that make our employees unique.