EOC Audio, Inc.
Experienced Service Manager (FULL TIME)
Full Time • Lisle
Benefits:
- Simple IRA (Matching)
- Company parties
- Competitive salary
- Dental insurance
- Health insurance
- Opportunity for advancement
- Paid time off
- Vision insurance
About the Role:
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.
⸻
Key Responsibilities
Team Leadership & Technician Management
- 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.
Service Operations & Ticket Management
- 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.
Technical Troubleshooting & Client Support
- 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.
Process & Workflow Improvement
- 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.
Client Experience
- Ensure every client interaction reflects EOC Audio’s high standards of professionalism and expertise.
- Build strong long-term client relationships through reliable support.
Required Qualifications & Experience
- 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.
Highly Desired Skills
- 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.).
What We Offer:
• Work with cutting-edge technologies in the most exclusive homes
• Competitive salary and benefits package
• Opportunities for advancement in a growing, respected company
• Supportive leadership and collaborative team environment
• High-end tools, vehicles, and ongoing training
Smart Home Integration offers a tremendous growth opportunity for a variety of skill sets including sales, technician, project management, operations and more.
According to CEDIA, the global trade association for the home technology industry, the most recent 2021 Integrated Home Market Analysis reports the estimated value of the integrated home market at $20.1B. Categories experiencing the most growth include lighting, motorized shades, lighting control, and networking. Smart Home Integrators offer careers in sales, operations, marketing, project management, finance, merchandising, purchasing, technical trades, and customer service. If you’re seeking to make an impact from the start of your career, spark impressive change, learn new or innovative skills, and most importantly, gain success in a field that rewards ambitious hard workers, a Smart Home Integration opportunity is for you!
Benefits of working in Smart Home Integration
Opportunity for Growth
If you want a responsible and engaging position in a fun environment, why not choose the Smart Home Integration sector. With the proper training and career road map, you can write your own ticket!
Gain In-Demand Skills
As consumers focus on improving and connecting their lives at home, growth in the smart home sector is booming.
(if you already have a resume on Indeed)
Or apply here.
Competitive Salaries
Opportunity for Growth
Gain In-Demand Skills