Service Manager
Liaison Technology Group
www.liaisontechgroup.com
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.