AV Service & Warranty Manager

Job Title: AV Service & Warranty Manager

Location: Miami, FL (Travel Required – Up to 25%)

Salary: $75,000-85,000

Position Type: Permanent

Category: AV Integration

Summary

The AV Service & Warranty Manager is responsible for directing and overseeing service support and warranty operations across a global audiovisual services organization. This leadership role manages technical service personnel, warranty administration functions, subcontracted resources, and service partners while acting as the primary escalation point for complex technical issues, warranty matters, and customer support concerns.

The position is accountable for developing service strategies, establishing operational performance metrics, managing departmental budgets, overseeing warranty programs, and ensuring service delivery is performed efficiently, safely, and in alignment with organizational standards. Success in this role requires strong leadership capabilities, extensive audiovisual systems expertise, and a commitment to delivering exceptional customer service.

Key Responsibilities

Service Leadership & Team Management

• Lead, mentor, and supervise service technicians, warranty coordinators, subcontractors, and other service personnel.
• Establish departmental objectives, service standards, and performance metrics.
• Conduct employee evaluations, coaching sessions, and professional development activities.
• Develop staffing plans and resource allocation strategies to meet operational demands.
• Promote a culture centered on accountability, safety, professionalism, and customer service excellence.

Warranty Administration

• Oversee all warranty-related activities for installed audiovisual systems and client engagements.
• Review, approve, submit, and track warranty claims with manufacturers and suppliers.
• Ensure timely resolution of warranty issues and customer concerns.
• Maintain accurate documentation of warranty claims, replacements, recoveries, and status updates.
• Coordinate with Procurement, Logistics, Engineering, and Project Management teams to resolve warranty-related matters.

Service Operations

• Manage service scheduling, technician assignments, and resource planning.
• Oversee service ticket workflows from initiation through completion.
• Monitor response times, service quality metrics, and customer satisfaction levels.
• Develop and maintain service procedures, documentation standards, and operational best practices.
• Ensure accurate documentation of service activities, repairs, and technical findings.

Technical Leadership

• Serve as the highest-level technical escalation resource for complex AV system issues.
• Provide technical guidance and support to service teams and project personnel.
• Assist with troubleshooting efforts, root cause investigations, and corrective action planning.
• Support commissioning, system verification, and acceptance testing activities as required.
• Maintain expertise in audiovisual systems, lighting, networking, control platforms, and emerging technologies.

Customer & Partner Relations

• Act as the primary management-level contact for service and warranty clients.
• Build and maintain productive relationships with customers, manufacturers, and strategic partners.
• Conduct service review meetings and communicate service performance results.
• Address customer concerns in a timely and professional manner.
• Identify opportunities to improve customer experience and service delivery performance.

Operational & Financial Oversight

• Develop and manage departmental budgets, forecasts, and operating expenses.
• Evaluate service profitability, labor utilization, and warranty recovery performance.
• Monitor inventory requirements for service parts, tools, and replacement equipment.
• Collaborate with Accounting to ensure accurate billing and warranty cost recovery.
• Support the development of maintenance agreements, service contracts, and service-related proposals.

Process Improvement & Compliance

• Establish and monitor key departmental KPIs and reporting metrics.
• Develop and implement Standard Operating Procedures (SOPs) for service and warranty functions.
• Ensure compliance with organizational policies, safety requirements, and manufacturer standards.
• Drive initiatives that improve efficiency, reduce costs, and enhance service quality.
• Remain current with industry trends, technologies, certifications, and best practices.

Required Qualifications

• Minimum of 7 years of experience within the audiovisual industry, including service, installation, commissioning, and troubleshooting of AV systems.
• Minimum of 3 years of leadership or management experience overseeing technical service teams.
• Strong knowledge of audio, video, lighting, control systems, networking, and systems integration.
• Experience managing service operations, warranty programs, and manufacturer relationships.
• Demonstrated ability to lead teams, manage competing priorities, and drive operational performance.
• Strong analytical, problem-solving, decision-making, and conflict-resolution skills.
• Excellent communication, customer service, and organizational abilities.
• Ability to interpret technical drawings, schematics, engineering documentation, and system designs.
• Experience utilizing service ticketing systems, project management platforms, and reporting tools.
• Valid driver's license and passport.
• Ability to travel domestically and internationally up to 20-25%.

Preferences

• CTS, CTS-I, CTS-D, Crestron, Q-SYS, Dante, Biamp, or equivalent industry certifications.
• Experience supporting cruise ship, hospitality, entertainment, or large-scale commercial AV environments.
• Familiarity with warranty administration processes, service contract management, and KPI reporting.
• Experience creating and implementing SOPs, departmental workflows, and service performance dashboards.