Service Manager - Home Automation

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.