AV Service & Customer Experience Manager – Lead, Develop & Grow a Service Department in North Hollywood, California at ForTech Solutions Inc

Location: North Hollywood, CA | Full-Time | In-Person

ForTech Solutions Inc. is a leading audio-visual integration company with over 20 years of experience delivering high-performance AV, automation, and low-voltage systems. We specialize in residential, commercial, and public-sector projects, working with top-tier clients to create modern, technology-driven environments.

We're looking for an experienced AV Service Manager who is ready to take full ownership of our service department—not just manage daily operations, but develop the team, improve processes, drive profitability, and lead the department's long-term growth.

This role is ideal for someone who combines strong technical expertise with leadership, business awareness, and an entrepreneurial mindset. We want someone who sees opportunities, takes initiative, makes decisions, and treats the department's success as their own responsibility.

This isn't just a desk job. You'll remain actively involved in technical troubleshooting while leading and developing a service operation that delivers excellent customer experiences and measurable business results.

• Own the service department's overall performance, taking accountability for service quality, operational efficiency, customer satisfaction, revenue, and profitability.
• Lead daily service operations, including incoming service requests, technician scheduling, prioritization, and follow-ups.
• Lead and develop the service team, setting expectations, monitoring performance, providing coaching, and building a culture of accountability and continuous improvement.
• Troubleshoot complex AV, automation, control, and networking systems, providing hands-on or remote technical support when needed.
• Own the customer service experience, ensuring timely communication, professional problem resolution, and strong client relationships.
• Oversee service tickets from initial request through resolution, ensuring accurate documentation and timely closure.
• Coordinate with project managers, sales, and installation teams to support system handovers, warranty issues, and ongoing service needs.
• Manage equipment repairs, RMAs, and manufacturer support to resolve technical issues efficiently.
• Develop and grow the service department, establishing processes, improving workflows, identifying business opportunities, and building a scalable service operation.
• Drive service revenue and profitability by expanding maintenance agreements, identifying billable service opportunities, and strengthening long-term client relationships.
• Monitor department performance, including response times, technician productivity, service costs, customer satisfaction, and financial results.
• Continuously improve service operations, identifying inefficiencies, implementing solutions, and taking initiative to improve overall department performance.

• Full-time, Monday–Friday schedule.
• Primarily office-based in Los Angeles, with occasional on-site visits for troubleshooting, client meetings, and technical support.
• Approximately 60% service management and 40% technical involvement, depending on department needs.
• Competitive pay based on experience.
• Opportunity to take ownership of an established service department and shape its future growth.
• Work with an experienced team and a wide range of AV technologies.
• Exposure to diverse residential, commercial, and public-sector projects.
• Opportunity to directly influence department performance, profitability, and long-term success.
• A collaborative environment where initiative, leadership, and results are valued.

• 3+ years of experience in AV integration, service, installation, or technical support.
• Strong troubleshooting knowledge of professional AV, automation, control, and networking systems.
• Experience with industry platforms such as Crestron, Control4, Savant, Q-SYS, or similar systems.
• Solid understanding of audio/video signal flow, system integration, IP networking, and low-voltage technologies.
• Ability to diagnose technical issues independently and guide technicians through complex troubleshooting.
• Strong ownership and accountability mindset, with the ability to work independently, make decisions, take initiative, and follow through on results.
• Leadership and management capabilities, with the ability to organize, motivate, support, and develop a technical team.
• Strong organizational and time management skills, with the ability to manage multiple service requests, priorities, and deadlines.
• Excellent communication and customer service skills, including the ability to handle challenging situations professionally.
• Business-oriented mindset with an interest in department development, revenue growth, operational efficiency, and profitability.
• Proactive, solution-oriented approach with a commitment to continuous improvement.
• Valid driver's license.

• Previous experience managing an AV service department or leading a technical support team.
• Manufacturer certifications (Crestron, Control4, Q-SYS, CTS, or similar).
• Familiarity with service ticketing systems, CRM platforms, and project management software.
• Experience developing maintenance contracts, service agreements, and recurring service programs.
• Experience with service department budgeting, revenue tracking, and profitability.
• Experience working with both residential and commercial AV clients.