Field Service & Warranty Director, AV & Show Tech

Technical Multimedia Design, Inc. (TechMDinc); Los Angeles (CA); Presencial; USD 95.000 - 125.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

401(k) with company match

Subsidized medical, dental, and vision

Company-paid life and short-term-disab

Monthly internet stipend

Paid vacation 15 days annually

Paid holidays

Descripción de la vacante

TechMDInc in Los Angeles is seeking a Field Service Manager to lead warranty and client service functions, oversee post-installation support, and partner with engineering, design, and project teams to ensure long-term operational success.

The role requires 5+ years in technical support or AV integration, leadership experience, and willingness to travel. The position offers a competitive salary and comprehensive benefits.

Formación

• 5+ years in technical support, AV integration, client services, or warranty ops; 3+ years in a leadership role
• Working knowledge of professional audio/video/lighting systems
• Experience with helpdesk/ticketing processes or platforms
• Ability to build scalable processes and operational standards
• Strong customer service, leadership, organizational, and communication skills
• Ability to manage multiple priorities in a fast-paced environment
• Valid U.S. passport and ability to travel domestically and internationally
• Ability to lift up to 50 lbs. and work at project sites

Responsabilidades

• Lead the service & support function, establishing priorities, performance expectations, and a culture of continuous improvement
• Develop department goals, KPIs, and service standards aligned with company objectives
• Serve as the primary point of contact for all inbound support and warranty requests from clients
• Coordinate intake of client support requests and assign resources to drive issues to resolution
• Triage issues to determine remote resolution, escalation, or onsite service
• Serve as the primary escalation point for warranty requests, contracts, and technical issues
• Ensure proactive client communication throughout the lifecycle with status and timelines
• Build and maintain relationships with client operations, facilities, and technical teams
• Coordinate preventive maintenance visits, warranty work, emergency service calls, and onsite support
• Audit and improve support tools, workflows, and documentation
• Design and implement standardized intake, triage, escalation, and resolution procedures
• Evaluate support platforms and drive automation and efficiency
• Establish SLAs, metrics, and dashboards to monitor performance
• Partner with Engineering/Design/Show Control/PM for smooth project handovers and long-term support
• Capture knowledge and build a centralized knowledge base
• Travel to openings and installations to develop support docs and readiness
• Maintain warranty client portfolios and active support contracts
• Support annual service contract renewals with client history and trends
• Identify opportunities to improve client satisfaction and recurring revenue
• Prepare leadership reports on workload and trends
• Collaborate with Sales/PS/Engineering/Production to improve customer lifecycle
• Participate in project planning to incorporate long-term support
• Propose improvements for reliability and processes
• Stay aware of emerging AV/themed entertainment tech
• Engage in training and knowledge sharing with teams
• Support strategic initiatives and other duties as assigned
• Maintain compliance with company policies and equal opportunity employer statement

Conocimientos

Leadership

Customer service

Technical support

AV/IT integration

Travel readiness

Ticketing systems

Educación

Bachelor's degree

Herramientas

Ticketing systems

Descripción del empleo

TechMDInc in Los Angeles is seeking a Field Service Manager to lead warranty and client service functions, oversee post-installation support, and partner with engineering, design, and project teams to ensure long-term operational success.

The role requires 5+ years in technical support or AV integration, leadership experience, and willingness to travel. The position offers a competitive salary and comprehensive benefits.