Service Manager Home Automation

Service Manager

Liaison Technology Group

Location: Nashville TN

Employment Type: Full-Time In-Office

Overview

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.

Key Responsibilities

Service Department Leadership & Ownership

• 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

Customer Experience & Communication

• 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

Organization & Coordination

• 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

Scheduling & Resource Management

• 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

Documentation & Reporting

• 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

Qualifications

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

What Success Looks Like

• A well-structured documented and scalable Service Department
• Consistent high-quality customer service across all markets
• Clear communication and coordination between customers technicians and internal teams
• Reduced response times and improved service efficiency
• A strong foundation for future service team growth

Disclaimer: This job description outlines the general nature and scope of the role. It is not an exhaustive list of all duties or responsibilities. Team members may be asked to perform additional tasks as needed.

Required Experience:

Manager