The Role:
The Field Service Manager is responsible for overseeing AV and Security Services for our Indianapolis location, including scheduling of the security and AV technicians. This role oversees the performance of both the AV and Security Services teams. This role is measured on both profitability and client satisfaction.  

Supervisory Responsibilities: 

This position is directly responsible for developing and implementing operational strategies aligned with the overall business strategy for the Field Service team that covers both AV and Security.

• Lead, evaluate, and develop AV & Security Services team; hire, onboard, and train new staff
• Manage service operations, including ticket triage, scheduling, delegation, and work order oversight
• Resolve client escalations and proactively eliminate recurring issues
• Ensure accurate billing, job costing, and coordination with A/R for account status
• Provide remote and on-site technical support; configure and troubleshoot AV/security systems
• Oversee system monitoring, project handoffs, and client communication to set clear expectations
• Recommend solutions to improve client outcomes and reduce service issues
• Deliver high-level customer service and client training, including for high-profile clients
• Maintain compliance with licensing, regulations, and continuing education requirements
• Safeguard company assets, client confidentiality, and system security
• Travel locally as needed

Knowledge, Skills/Abilities:  

• Must possess an understanding of all security systems including audio, video, and security, lighting, and integration of all installed brands 
• Must pursue continuing education on all products 
• Must understand basic wiring and connectivity skills as they pertain to low voltage standards 
• Must have strong trouble shooting skills 
• Basic computer skills with the ability to be competent on the house management software 
• Must be able to set up remote monitoring systems and enroll customers in security plans 
• Flexibility to meet customer demands outside of normal working hours 

Qualifications:

• High school diploma or GED is required 
• Bachelor’s degree is preferred, but not a requirement 
• Minimum of 7 years managing a team of AV and Security technicians in a residential construction environment 
• Proven ability to manage and develop a team 
• Proactive leadership style with communication and problem-solving skills 
• Valid driver’s license, clean driving records, and clear criminal record required 
• Security license or experience is preferred 

Physical Requirements:  

• Must be able to lift and carry up to 60 pounds 
• May require standing or stooping for extended periods 
• Ability to work in tight spaces at ladder height 

We are an equal opportunity employer that does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.