Service Support Manager (AVCL/Themed Entertainment)

Position Overview:

The Service & Support Manager (AVCL / Themed Entertainment) leads TechMDInc warranty and client service and support function, serving as the primary owner of post-installation warranty services, support contracts, and client support operations. Reporting to Principal, Lighting this role is responsible for assessing and improving support processes, implementing scalable systems, leading the support function, solving client service issues, coordinating field service activities, and ensuring exceptional client experiences throughout the lifecycle of installed systems. The position partners closely with engineering, design, show control, and project management to transition projects into long-term operational success while building a best-in-class support organization.

Reports To: Principal, Lighting

Pay: $95,000 - $125,000/yr

Classification: Burbank

Work Environment: In-Person

Primary Responsibilities:

Leadership & Department Management

• 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

Client Support & Service Delivery

• Serve as the primary point of contact for all inbound support and warranty requests from clients
• Lead the intake and coordination of incoming client support requests, serving as the primary point of ownership and coordinating with internal subject matter experts to assign resources, schedule support, and drive issues through resolution
• Triage incoming issues to determine the appropriate support path, including remote resolution, escalation to the appropriate technical subject matter expert, or scheduling of onsite service
• Serve as the primary escalation point for warranty requests, support contracts, and technical support issues.
• Ensure exceptional, proactive client communication throughout the support lifecycle from ticket intake through resolution with issue status, resolution timelines, and follow-up actions
• Build and maintain strong relationships with client operations, facilities, and technical teams
• Coordinate and participate in preventative maintenance visits, warranty work, emergency service calls, and scheduled onsite support

Support Operations & Process Improvement

• Audit existing support tools, ticketing systems, workflows, and communication processes.
• Design, implement, and continuously improve standardized intake, triage, escalation, documentation, and resolution procedures.
• Evaluate and administer support platforms while driving automation and operational efficiencies.
• Establish Service Level Agreements (SLAs), performance metrics, and reporting dashboards to monitor department performance.

Project Handover & Technical Documentation

• Partner with Engineering, Design, show control, and Project Management to ensure successful project close outs into long-term support.
• Capture institutional knowledge, project documentation, equipment information, software versions, backups, and operational procedures.
• Build and maintain a centralized knowledge base to support consistent issue resolution by working with subject matter experts in the company.
• Travel to project openings and major installations to develop support documentation and establish long-term service readiness.

Business & Contract Management

• Maintain an accurate portfolio of warranty clients and active support contract customers.
• Support annual service contract renewals by documenting client history, service trends, and support needs.
• Identify opportunities to improve client satisfaction while growing recurring support revenue.
• Prepare department reports for leadership on workload, trends, client satisfaction, and operational performance.

Other Responsibilities:

Cross-Functional Collaboration

• Partner with Sales, Professional Services, Engineering, Programming, and Production to improve the customer lifecycle.
• Participate in project planning meetings to ensure long-term support considerations are incorporated into system designs.
• Provide recommendations that improve product reliability, maintainability, and client experience.

Continuous Improvement

• Identify opportunities to improve internal workflows, documentation standards, and operational efficiency.
• Research and recommend new technologies, software platforms, and industry best practices.
• Maintain awareness of emerging technologies within professional AV and themed entertainment.

Professional Development

• Participate in technical training, professional organizations, and continuing education.
• Share knowledge and best practices with internal teams through training and documentation.
• Maintain technical proficiency across Audio, Video, Lighting, and Control (AVLC) systems.

General

• Support special projects and strategic initiatives as assigned.
• Perform other duties as required to support TechMDInc clients, projects, and operational objectives

Please Note: The above statements are intended to describe the general nature and level of work being performed. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required. All employees may be required to perform duties outside of their normal responsibilities from time to time and as needed.

Core Requirements & Qualifications:

• 5+ years of experience in technical support, AV integration, client services, or support or warranty operations, including 3+ years in a leadership role.
• Working knowledge of professional audio, video, control, and/or lighting systems.
• Experience implementing or administering helpdesk/ticketing process and/or platforms.
• Demonstrated 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 occasionally lift up to 50 lbs. and work at project sites.

Preferred Qualifications:

• Experience within themed entertainment, museums, attractions, or immersive experiences.
• Familiarity with Q-SYS, Medialon, Alcorn McBride, disguise/7thSense, ETC, or similar technologies.
• Experience with project handovers, attraction openings, or operational readiness.
• Bachelor’s degree in Engineering, Technology, Business, or related field, or equivalent experience.

TechMDinc is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate on the basis of race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, age, disability, genetic information, veteran status, or any other protected status under applicable federal, state, or local laws