Manager, Audio Visual Service at INTEREUM HOLDINGS LLC – Plymouth, Minnesota

WHO WE ARE

Through our offering of furniture, walls, and audio-visual solutions, Continua Interiors is on a mission to transform the way people work, learn and heal across the Midwest. Continua places great importance on fostering a supportive work environment that values culture, community, and connection with both team members and clients. We are not just a company but a movement reshaping the dealer landscape across the Midwest.

OUR CORE VALUES

Strive To Be Great | Do Hard Things | Stronger Together | Own It

POSITION OVERVIEW:

The Manager, AV Service leads the day-to-day operations and growth of Continua’s service department, ensuring responsive, great client support through scalable processes, stronger team capability, and improved service performance. This role owns service workflow execution, team development, customer experience delivery, and cross-functional coordination to drive long-term department growth and reinforce client trust.

ACCOUNTABILITIES:

• Service Operations & Workflow Management
• Team Leadership & Development
• Customer Experience & Service Quality
• Performance Metrics & Reporting
• Capacity Planning & Resource Deployment
• Cross-Functional Coordination & Continuous Improvement

WHAT YOU'LL BE DOING

• Develop, lead, manage, and hold accountable the AV service team and support subcontractors to deliver consistent service outcomes.
• Own the service workflow, including intake, triage, dispatch, prioritization, escalation, and ticket closure standards.
• Manage Service Level Agreements (SLAs) and service response expectations to ensure customer commitments are met.
• Provide technical guidance, mentorship, and training to team members while reinforcing best practices and documentation quality.
• Hold the team accountable to delivering great customer service standards, including timely communication, professionalism, and follow-through.
• Own customer satisfaction measurement (CSAT), including reporting, trend analysis, and improvement actions.
• Lead hiring, onboarding, and ongoing development of service technicians and support roles to build department capacity.
• Manage subcontractor relationships and deployment strategy to expand service capacity, improve response coverage, and maintain quality standards during department growth.
• Provide performance reporting to customers and internal leadership, including service trends, risks, and improvement opportunities.
• Prepare and deliver quarterly performance reports as required.
• Own department KPIs and reporting, including response time, resolution time, backlog, utilization, and repeat issue trends.
• Drive root cause analysis (RCA) and repeat-issue reduction efforts through process improvements, training, and cross-functional follow-through.
• Manage service profitability drivers, including labor utilization, warranty vs. billable discipline, and service documentation quality to support accurate invoicing.
• Help develop and grow preventative maintenance offerings, recurring service programs, and performance metrics that support long-term department growth.

WHAT YOU SHOULD HAVE

• Associate or bachelor’s degree in business, operations, IT, electronics, construction management, or a related field (or equivalent experience) preferred.
• 5+ years of experience leading customer service, field service, or technical service teams/departments.
• AVIXA CTS Certification required.
• CTS-I or CTS-D Certification preferred.
• Manufacturer training/certifications relevant to service support environments (e.g., Q-SYS, Crestron, Dante, Shure, Biamp, Extron) preferred.
• Experience with PSA/ticketing, dispatch, and service documentation platforms (e.g., ConnectWise or equivalent) required.
• Experience building and owning service workflows in a ticketed environment (intake, dispatch, escalation, and closure).
• Experience using service KPIs and reporting to improve team performance, customer outcomes, and operational consistency.
• Strong leadership, coaching, and team management abilities with experience developing technicians at different skill levels.
• Experience managing subcontractor or vendor service partners, including deployment coordination, scope alignment, and quality oversight.
• Experience with root cause analysis (RCA), process improvement, and reducing repeat service issues.
• Ability to balance customer service expectations with operational efficiency and service profitability considerations.
• Knowledge of the design, installation, and maintenance of audio, video, control, and network systems.
• High proficiency in reading schematics and utilizing diagnostics to identify issues and support solutions.
• Training in service leadership, customer escalation management, or operational performance improvement.
• Excellent verbal and written communication skills; valid driver’s license and insurable driving record required.
• Physical Requirements: While performing the duties of this Job, the employee is regularly required to sit; reach with hands and arms and talk or hear. The employee is occasionally required to stand; walk and stoop. The employee may occasionally lift and /or move up to 50 pounds. This position may require travel between offices, jobsites, and/or client locations, which may involve extended periods of sitting or standing, lifting light luggage, and adapting to different time zones.

WHAT WE BRING TO THE TABLE:

• A State-of-the-Art Facility with incredible technology throughout and a multitude of workspaces at your disposal
• Use the EOS (Entrepreneurial Operating System) methodology to provide tools to help individuals and teams achieve goals, growth, and improvement.
• Quarterly All Company Meetings
• Community Service opportunities
• Company social hours
• Ability to use your talents and strengths to make a positive impact

COMPENSATION AND BENEFITS:

The hiring compensation range for this position is a base salary of $93,000 - $115,000 and eligible for annual bonus. Actual compensation will be determined based on various factors, including, but not limited to, the candidate's experience, skills, qualifications, and location, as well as internal equity and market considerations.

Benefits available in this position include:

• Medical, Dental, and Vision insurance
• Company paid Short Term and Long Term Disability insurance
• Critical Illness and Accident Insurance
• HSA, DCA and FSA options available
• Paid time off and holidays
• Paid Parental Leave
• 401k Match (50% of every 1% up to 4%)

DISCLOSURES:

Notice: The physical demands described above are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The above job description is not intended to be an all-inclusive list of duties and standards of the position. Incumbents will follow any other instructions, and perform any other related duties, as assigned by their manager.

Notice: This job description is not an employment agreement or contract. Management has the exclusive right to alter this job description at any time without notice.

Continua is a drug-free workplace. Candidates are required to pass a drug test before beginning employment.

Continua is an Equal Employment Opportunity Employer. All qualified candidates will receive consideration for employment without regard to race, national origin, gender, age, religion, sexual orientation, veteran status, or marital status.